Refund Policy

At moccamostershop, we want you to be completely satisfied with your purchase of premium pour-over coffee brewers. We understand that sometimes a product may not meet your expectations, or you may change your mind—and that’s why we offer a flexible, transparent Refund Policy designed to give you peace of mind when shopping with us. This Refund Policy outlines the terms and conditions for returning products and receiving refunds, including eligibility requirements, return procedures, and refund timelines. By purchasing a product from moccamostershop, you agree to the terms of this Refund Policy. All transactions and refunds are processed in USD, and we offer a 60-day return window and 5-10 day refund processing time, as well as global free shipping on all orders.
Eligibility for Returns. We accept returns for most products purchased from moccamostershop within 60 days from the date of delivery. To be eligible for a full refund (in USD), the product must be in its original condition—unused, unopened, and in its original packaging—with all tags, labels, accessories, and user manuals intact. This is especially important for premium pour-over coffee brewers, as opened or used items may have signs of wear or damage that make them unsuitable for resale. Products that are damaged, used, altered, or missing parts are not eligible for a refund, unless the damage or defect occurred during shipping or was present at the time of delivery. Customized products (if applicable) are also not eligible for a refund, unless they are defective or do not match the specifications you provided.
Defective Products. If you receive a defective product—i.e., a pour-over brewer that is malfunctioning, damaged, or does not work as described in the product listing—you may return it for a full refund (in USD), replacement, or repair, at your option. To qualify for a defective product return, you must contact our customer service team at [email protected] within 60 days of delivery and provide clear evidence of the defect (such as photos or videos of the issue, or a detailed description of the problem). Our team will review your claim promptly and provide you with detailed instructions on how to return the product. We will cover the cost of return shipping for defective products, and we will process your refund or replacement as quickly as possible to minimize any inconvenience.
Return Procedure. To initiate a return, please follow these simple steps: 1. Contact our customer service team at [email protected] within 60 days of delivery. In your email, include your order number, the name of the pour-over brewer you wish to return, and a clear description of the reason for the return (e.g., “product does not meet expectations” or “defective design”). 2. Our customer service team will review your request and, if your return is eligible, provide you with a Return Authorization (RA) number and detailed return shipping instructions. 3. Package the product securely in its original packaging, ensuring that all tags, labels, accessories, and user manuals are included. Clearly mark the RA number on the outside of the package—this helps us identify your return quickly and process it efficiently. 4. Ship the product back to us using the shipping method specified in the return instructions. Please note that you are responsible for the cost of return shipping for non-defective products. We recommend using a trackable shipping service to ensure that the product is delivered safely to us, as we are not responsible for lost or damaged return packages.
Return Inspection. Once we receive your returned product, our team will conduct a thorough inspection to verify that it meets the eligibility requirements for a refund. This inspection typically takes 3 to 5 business days and includes checking the product’s condition, packaging, and any evidence of use or damage. If the product is in its original condition and eligible for a refund, we will process the refund to your original payment method in USD. If the product is not eligible for a refund (e.g., it is damaged, used, or missing parts), we will contact you to inform you of our decision and may return the product to you at your expense.
Refund Timelines. We process refunds within 5 to 10 business days after verifying that the returned product is eligible for a refund. The time it takes for the refund to appear in your account may vary depending on your payment method and your financial institution. For credit card payments, refunds typically take 3 to 7 business days to process; for PayPal payments, refunds may take 1 to 3 business days. All refunds are issued in USD, matching the original transaction amount. We will send you an email notification once your refund has been processed, so you can track its progress and know when to expect the funds to appear in your account.
Refund Amount. For eligible returns, the refund amount will be equal to the total amount you paid for the product in USD, including any applicable taxes (if required by law). Please note that shipping costs are non-refundable for non-defective products, as we offer global free shipping on all orders. If you received a discount or promotional offer on your purchase, the refund amount will be adjusted to reflect the discounted price you paid in USD—we do not refund the original retail price for discounted products. For defective products, the full purchase price (including any applicable taxes) will be refunded in USD, and we will cover the cost of return shipping.
Exchanges. If you would like to exchange a product for a different premium pour-over brewer, size, or variant (if applicable), please follow the return procedure outlined above and indicate that you would like an exchange in your initial email to our customer service team. Once we receive and inspect the returned product, we will process the exchange and ship the new product to you free of charge (consistent with our global free shipping policy). Please note that exchanges are subject to product availability. If the product you want to exchange for is out of stock, we will offer you a full refund in USD instead.
Cancellations. If you wish to cancel an order, you must contact our customer service team at [email protected] before the order has been shipped. Once an order has been shipped, we cannot cancel it, but you can return the product once you receive it in accordance with this Refund Policy. If your order is canceled before it is shipped, we will process a full refund to your original payment method in USD within 5 to 10 business days.
Special Notes. We reserve the right to refuse returns or refunds if we suspect fraud, abuse, or misuse of our Refund Policy. This includes, but is not limited to, returning products that have been used, damaged, or altered, returning products that were not purchased from moccamostershop, or returning products multiple times without a valid reason. We also reserve the right to modify this Refund Policy at any time, and any changes will be posted on our website with a new effective date. Your continued use of our website or purchase of our products after the updated Refund Policy is posted constitutes your consent to the changes.
If you have any questions or concerns about our Refund Policy, or if you need assistance with a return or refund, please contact our customer service team at [email protected]. We are committed to helping you resolve any issues and ensuring that you are completely satisfied with your purchase.