Refund policy
Last updated: September 2026
At Moc Goods, every watch strap and key fob cover is handmade to order and cut to the exact size, length, leather, colour, and options you select at checkout. Nothing is pre-made or mass-produced. Because each piece is custom-crafted for you, our returns policy is built around one promise: if the item or the workmanship is not right on our end, we will make it right. Please read this carefully before ordering.
Made to Order - Please Choose Carefully
Every piece is cut and stitched specifically to the size, length, leather, and options you choose. For this reason, we cannot accept returns, refunds, or exchanges for:
- a change of mind, or
- a size, length, leather, or option you selected but later wanted differently - the item was made correctly to your order.
If you are unsure about sizing or any option, please email support@mocgoods.com before you order. We are always happy to help you measure your wrist, confirm your lug width, and choose the right size and specs so your strap fits perfectly.
Order Cancellations
Because production begins soon after you order, cancellations and changes can only be accepted within 24 hours of placing your order. After 24 hours your leather has usually already been cut and stitched to your specifications, so the order can no longer be cancelled or modified. If you need to change or cancel, email support@mocgoods.com as soon as possible with your order number - if work has not yet started, we will always do our best to help.
Return Window
For eligible claims (a defect, a wrong item, or transit damage), you have 30 days from the date your order is delivered to contact us. Requests made after 30 days cannot be accepted.
What We Accept
We gladly offer a replacement or full refund when the fault is ours:
- Manufacturing or quality defects - loose or uneven stitching, unfinished or rough edges, poor burnishing, hardware issues, or a genuine leather flaw we missed in final inspection.
- Wrong item received - the size, leather, colour, or model delivered does not match what your order specified.
- Damaged in transit.
Natural leather grain, minor colour variation (up to ~10% from product photos due to lighting and hide differences), and faint hand-stitch irregularities are characteristics of handmade work, not defects.
What We Cannot Accept
- A size, length, leather, or option issue where the item was made correctly to the specifications you selected at checkout.
- Change of mind on a made-to-order piece.
- Personalized or monogrammed items (unless the defect is ours).
- Items showing signs of use, wear, scratches, water damage, or modification.
- Items returned without prior authorization or without the original order number.
- Requests received more than 30 days after delivery.
How to Start a Return
- Email support@mocgoods.com within 30 days of delivery. Include your order number and 2-3 clear photos showing the defect or the wrong item.
- We'll reply within 1 business day. If the claim is eligible, we'll send return instructions, or arrange a replacement or refund.
- Only ship an item back after we have confirmed and authorized the return. Keep your tracking number until the refund or replacement is processed.
Return Shipping Costs
Our fault (defect, wrong item, or damage in transit): we cover return shipping and send a replacement or full refund, at your choice.
Restocking Fees
No restocking fees. When we approve a refund for a fault on our end, you receive the full product value back.
Exchanges
Because every piece is cut to your exact order, we do not offer size or spec exchanges on made-to-order items - a different size means an entirely new strap made from scratch. If your item arrived defective or does not match your order, we will replace it at no cost. If you selected the wrong size or option by mistake, we are unfortunately not able to exchange it - but please reach out, and we will always do our best to help you get the right one.
Damaged in Transit
If your package arrives damaged, photograph the outer packaging and the item before unpacking further and email us within 7 days of delivery. We'll file a claim with the carrier and replace the item at no cost to you.
Refund Timeline
Once an approved return arrives and passes inspection, we issue the refund within 3-7 business days to your original payment method. After we issue it, your bank or PayPal may take an additional 2-10 business days to post it to your statement - that part is outside our control.
Return Address
Do not ship anything back before contacting us and receiving authorization - unannounced returns cannot be processed.
Moc Goods Workshop
66 Thanh Luong 24
Hoa Xuan Ward
Da Nang 550000, Vietnam
Contact
Email: support@mocgoods.com
Phone / WhatsApp: +84 971 215 898
Workshop: 66 Thanh Luong 24, Hoa Xuan Ward, Da Nang 550000, Vietnam
Response time: within 1 business day (Mon-Sat, GMT+7)