Refund policy
# Return & Refund Policy
At **MocOpsGear**, your satisfaction is our top priority! We stand by the quality of our products and want you to be completely happy with your purchase.
If you are not entirely satisfied with your order, please review our policy below for returns, exchanges, and refunds.
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## 1. 30-Day Return Window
You may initiate a return within **30 natural days** of receiving your item.
> **Please Note:** Returns requested outside of this 30-day window will not be accepted. After the 30-day period has passed, our standard return and refund policy no longer applies.
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## 2. General Return Eligibility
To qualify for a standard return, your item(s) must strictly meet the following criteria:
* Must be in **resalable, new, and unused condition**.
* Must be completely **free from scratches, signs of use, or defects**.
* Must be in the **original manufacturer packaging**, free of any writing, marking, or damage to the box.
* Must **not missing any parts, accessories, or manuals**.
* Must **not** be a clearance, liquidation, or closeout item.
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## 3. How to Start a Return
1. **Contact Us First:** Email our support team at **service@mocopsgear.com** (or contact us at **contact@mocopsgear.com**) to request a return.
2. **Receive Address & Instructions:** If your return request is approved, we will provide you with the correct return shipping address and return instructions.
3. **Ship the Item:** You must contact a courier company to ship the product back to us.
> **Important Warning:** Items sent back to us without prior authorization will **NOT** be accepted.
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## 4. Return Shipping Costs & Responsibilities
Return shipping costs are determined by the reason for your return.
### A. When MocOpsGear Pays for Return Shipping
We will cover the cost of return shipping if the return is a result of **our error** or a verified product issue. Examples include:
* Item arrived defective, damaged, or malfunctioned during the 30-day period.
* We shipped the wrong item, sent a duplicate order, or shipped to the wrong address.
#### 📸 Proof Requirement (Mandatory)
For claims regarding damaged or defective items, **you must provide clear photos and/or videos** as proof **within 48 hours** of delivery.
* **Failure/Refusal to Provide Proof:** If a customer refuses or fails to submit photo/video evidence prior to return, the request will automatically be classified as **"Buyer's Remorse"**. The customer will then be solely responsible for return shipping costs, original outbound shipping fees, and a **15% restocking fee**.
### B. When the Customer Pays for Return Shipping
If the return is due to customer choice or error, the customer is responsible for all return shipping costs (pre-paid return labels will not be provided). Additionally, **original shipping charges are non-refundable**, and outbound shipping costs will be deducted from your total refund.
Examples of customer-responsible returns include:
* **Buyer’s Remorse:** "Item doesn't fit", "Not satisfied with performance", "Changed my mind", or "Doesn't meet expectations".
* **No Reason / No Longer Wanted.**
* **Customer Errors:** Ordered the wrong size/item, ordered duplicate quantities, or provided an incorrect shipping address.
* **Order Cancellation:** Requesting a cancellation after the order has already shipped.
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## 5. Refunds & Inspection Process
1. **Inspection:** Once your returned item arrives at our warehouse, our quality assurance team will inspect its condition.
2. **Notification:** We will notify you via email within **2 business days** regarding the status of your refund approval.
3. **Processing:** If approved, your refund will be processed automatically to your original payment method within **2 business days**. *(Please note that your bank or credit card company may take additional time to post the transaction).*
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## 6. Exchanges
We process exchanges as a **Return & Re-purchase**.
The fastest way to ensure you get the item you want is to return the item you currently have (following the return steps above). Once your return is accepted, you can make a separate purchase for the new item.
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## 7. Exceptions & Non-Returnable Items
Certain types of items cannot be returned:
* Items damaged due to customer misuse or non-quality-related issues.
* Items that affect secondary sales (e.g., missing original seals/packaging).
* Clearance, liquidation, or final sale items.
If you have questions about whether a specific item qualifies, please contact our team.
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## 8. Company & Contact Details
If you have any questions or need to start a return, please reach out to us:
* **Customer Support Email:** [contact@mocopsgear.com](mailto:contact@mocopsgear.com) / [service@mocopsgear.com](mailto:service@mocopsgear.com)
* **Phone:** +1 5763610086
* **Company Name:** MOG GROUP (SG) LIMITED
* **Company Address:** 3183 FREED DRIVE, STOCKTON, CALIFORNIA 95202