Returns & Refunds Policy
Last Updated: September 26, 2026
At Moka Medical, we are committed to providing our customers with premium, authentic European dermocosmetics and dietary supplements. To ensure the highest standards of hygiene, safety, and product integrity, we enforce a strict Return and Refund Policy in accordance with Hong Kong retail standards.
1. General Return Policy (Change of Mind)
Due to the health, safety, and hygiene regulations governing dietary supplements and cosmetic skincare products, all sales are final.
We do not accept returns, process refunds, or allow exchanges for:
-
"Change of mind" or incorrect product selection by the customer.
-
Products that have been opened, unsealed, or used.
-
Dissatisfaction with the product's texture, scent, or personal results.
2. Allergic Reactions & Individual Results
Dermocosmetics and supplements interact differently with individual skin types and biological systems. As stated in our Medical Disclaimer, Moka Medical is not liable for individual adverse or allergic reactions. An allergic reaction does not constitute a "defective product" under this policy.
We strongly encourage all customers to read the full ingredient lists carefully before purchasing and to consult a dermatologist or healthcare provider if you have known sensitivities.
3. Damaged, Defective, or Incorrect Items (7-Day Guarantee)
In accordance with the Hong Kong Sale of Goods Ordinance (Cap. 26), you are entitled to a replacement or refund if the products delivered to you are defective, damaged in transit, or differ from the items you ordered.
If you receive a damaged, defective, or incorrect item, you must report it to us within seven (7) calendar days of receiving your delivery.
How to Request a Claim:
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Do not dispose of the item or the original packaging.
-
Email our Customer Support team immediately at support@mokamedical.com.
-
Include your Order Number in the subject line.
-
Provide a clear description of the issue.
-
Attach clear photographic or video evidence of the damaged/defective product and the shipping box.
Claims submitted after the 7-day window, or without photographic evidence, will not be accepted.
4. Return and Exchange Process
If your claim for a damaged or defective item is approved by our support team, we will provide you with official return instructions.
-
Do not mail items back to our corporate office without prior written authorization. Unapproved returns will be rejected and destroyed.
-
For verified merchant errors (defective or incorrect items sent by us), Moka Medical will bear the cost of return shipping.
-
Depending on inventory availability, we will issue a direct replacement of the identical product. If a replacement is unavailable, we will issue a full refund to your original payment method.
5. Refund Processing Time
Once an approved return is received and inspected at our fulfillment center, please allow 3 to 5 business days for us to process the refund. Funds will automatically be applied to your original credit card or original method of payment. Please note that it may take an additional 7 to 14 business days for your bank or credit card company to officially post the refund to your account.
6. Contact Us
For any questions regarding a recent order or this Returns & Refunds Policy, please contact us at:
Email: support@mokamedical.com
Last Updated: September 26, 2026
At Moka Medical, we are committed to providing our customers with premium, authentic European dermocosmetics and dietary supplements. To ensure the highest standards of hygiene, safety, and product integrity, we enforce a strict Return and Refund Policy in accordance with Hong Kong retail standards.
1. General Return Policy (Change of Mind)
Due to the health, safety, and hygiene regulations governing dietary supplements and cosmetic skincare products, all sales are final.
We do not accept returns, process refunds, or allow exchanges for:
-
"Change of mind" or incorrect product selection by the customer.
-
Products that have been opened, unsealed, or used.
-
Dissatisfaction with the product's texture, scent, or personal results.
2. Allergic Reactions & Individual Results
Dermocosmetics and supplements interact differently with individual skin types and biological systems. As stated in our Medical Disclaimer, Moka Medical is not liable for individual adverse or allergic reactions. An allergic reaction does not constitute a "defective product" under this policy.
We strongly encourage all customers to read the full ingredient lists carefully before purchasing and to consult a dermatologist or healthcare provider if you have known sensitivities.
3. Damaged, Defective, or Incorrect Items (7-Day Guarantee)
In accordance with the Hong Kong Sale of Goods Ordinance (Cap. 26), you are entitled to a replacement or refund if the products delivered to you are defective, damaged in transit, or differ from the items you ordered.
If you receive a damaged, defective, or incorrect item, you must report it to us within seven (7) calendar days of receiving your delivery.
How to Request a Claim:
-
Do not dispose of the item or the original packaging.
-
Email our Customer Support team immediately at support@mokamedical.com.
-
Include your Order Number in the subject line.
-
Provide a clear description of the issue.
-
Attach clear photographic or video evidence of the damaged/defective product and the shipping box.
Claims submitted after the 7-day window, or without photographic evidence, will not be accepted.
4. Return and Exchange Process
If your claim for a damaged or defective item is approved by our support team, we will provide you with official return instructions.
-
Do not mail items back to our corporate office without prior written authorization. Unapproved returns will be rejected and destroyed.
-
For verified merchant errors (defective or incorrect items sent by us), Moka Medical will bear the cost of return shipping.
-
Depending on inventory availability, we will issue a direct replacement of the identical product. If a replacement is unavailable, we will issue a full refund to your original payment method.
5. Refund Processing Time
Once an approved return is received and inspected at our fulfillment center, please allow 3 to 5 business days for us to process the refund. Funds will automatically be applied to your original credit card or original method of payment. Please note that it may take an additional 7 to 14 business days for your bank or credit card company to officially post the refund to your account.
6. Contact Us
For any questions regarding a recent order or this Returns & Refunds Policy, please contact us at:
Email: support@mokamedical.com