Refund policy

RETURNS, EXCHANGES & REFUNDS POLICY

We want every MOCA Jewelry order to arrive as the piece you intended to give.

Return requests

You may request a return within 7 calendar days after receiving your order.

To be eligible for a change-of-mind return, the item must be unused, unworn, undamaged, and returned with its original packaging and accompanying materials.

Proof of purchase is required.

Damaged, defective or incorrect items

If an item arrives damaged, defective, or different from what you ordered, contact MOCA Jewelry as soon as reasonably possible with your order number and clear photos where appropriate.

Once confirmed, we will arrange an appropriate replacement, repair, exchange, refund, or other remedy in accordance with applicable law.

Change-of-mind returns

For an approved change-of-mind return, the customer is responsible for the cost and safe return of the item unless MOCA agrees otherwise.

Original delivery charges are not refundable except where required by applicable law.

Personalised or custom items

Personalised, engraved, or specially made items cannot normally be returned for change of mind.

This does not affect your rights if the item is defective, damaged, materially misdescribed, or otherwise protected by applicable law.

Pre-orders and deposits

Where a piece is expressly sold as a pre-order, separate pre-order terms may apply.

If a 50% deposit arrangement is made directly with MOCA for a specifically reserved or ordered piece, the deposit is normally non-refundable once the pre-order is confirmed, except where a refund or other remedy is required by applicable law.

Refunds

Returned items are inspected before a refund is approved.

Approved refunds are issued to the original payment method where possible.

Please allow approximately 5–10 business days after approval for your bank or payment provider to reflect the refund.

Promotional purchases

Purchases made using a promotional code, including MOCA30, remain subject to this policy unless a specific promotion clearly states otherwise.

How to request a return

Contact MOCA Jewelry through our Contact page or WhatsApp before sending or bringing back an item.

Please include:
• your name
• your order number
• the reason for your request

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under applicable consumer law in Zambia.