Refund policy

Last updated: April 2026

At Moc Goods, every key fob is cut, pricked, and stitched by hand in our Da Nang workshop. We stand behind our craft. If something isn't right with your order, we'll make it right - simple as that.

Return Window

You have 30 days from the date your order is delivered to request a return or exchange. Requests made after 30 days cannot be accepted.

What We Accept

  • Manufacturing defects - loose stitching, unfinished edges, hardware issues, or leather flaws we missed in final inspection.
  • Wrong item received - color, model, or product different from what you ordered.
  • Change of mind - items returned unused, in original condition, with all packaging intact.

Natural leather grain, minor color 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

  • Personalized, monogrammed, or custom-made pieces (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

  1. Email support@mocgoods.com within 30 days of delivery. Include your order number and, if the item is defective or wrong, 2-3 clear photos.
  2. We'll reply within 1 business day with return instructions and the workshop address.
  3. Ship the item back in protective packaging. Keep your tracking number until the refund is issued.

Return Shipping Costs

  • Our fault (defect, wrong item, damage in transit): we cover return shipping and send a replacement or full refund at your choice.
  • Change of mind: you pay return shipping. The original $8 USD outbound shipping fee is non-refundable.

Restocking Fees

No restocking fees. When we refund, you get the full product value back. For change-of-mind returns, only the original $8 USD outbound shipping fee is non-refundable.

Return Address

Do not ship anything back before contacting us - unannounced returns cannot be processed.

Moc Goods Workshop
66 Thanh Luong 24
Hoa Xuan Ward
Da Nang 550000, Vietnam

Refund Timeline

Once your return arrives and passes inspection, we issue the refund within 3-7 business days to your original payment method. After we issue the refund, your bank or PayPal may take an additional 2-10 business days on their end to post it to your statement - that part is outside our control.

Exchanges

Yes, we accept exchanges. Want a different color, size, or model? Email support@mocgoods.com within 30 days of delivery with your order number and the item you'd like to swap to. We process exchanges as a return-and-reorder: you ship the original item back, we inspect and refund it, and you place a new order for the replacement. This is faster and safer than swapping items mid-flight across international shipping. The $8 USD shipping fee applies to the new order.

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 tracked standard delivery and replace the item at no cost to you.

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)