Mocsicka Backdrop Return & Refund Policy
We hope you love your Mocsicka Backdrop! However, if you encounter any issues, we’re here to help. Please review our return and refund policy below to understand how we handle different scenarios.
1. Your Order Has Not Been Processed Yet
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Processing Time: We begin processing orders within 24 hours after they are placed.
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Cancellation Request: If you wish to cancel your order, please contact us via email at cs@mocsicka.com within 6 hours of placing the order. We will do our best to accommodate your request.
2. Your Order Is Already in Process
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Production Stage: If your order has entered the production stage, a 25% deduction will be applied to the refund amount to cover production costs.
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Shipped Orders: If the product has already been produced and shipped, in addition to the 25% deduction, shipping fees will also be deducted from the refund.
3. Your Order Has Been Shipped
If the items you receive have production defects or were damaged during packing or transit, please contact us for a replacement or refund.
To Help Us Resolve Your Issue Quickly:
We may request the following photos:
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A clear photo of the item(s) you received.
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A photo showing the larger area where the issue is located.
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A photo of the label attached to the package.
Common Issues and Solutions
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Defective Product: Contact us for a replacement or refund.
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Wrong Product Received: Contact us for a reasonable resolution.
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Shipping Costs for Returns: Customers are responsible for return shipping costs unless the product is defective or incorrect.
Important Notes
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Photo Quality: Ensure the photos you submit are clear and not blurry. High-quality photos help us resolve issues faster.
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Contact Timeline: Contact us within 3 days of receiving your order to report any issues.
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Customization: If no specific instructions (e.g., pockets or grommets) are provided during checkout, we will not add them by default.
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Wrong Item Ordered: We cannot accept returns or replacements if you ordered the wrong size, pattern, or made an error unrelated to our fault.
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No Damage Upon Receipt: Returns are not accepted if the items arrive undamaged.
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Delivery Time: Please allow sufficient time for delivery. Refunds will not be issued due to courier delays or incorrect shipping addresses. If you need urgent delivery, contact customer service in advance to confirm timelines.
Additional Policies
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Custom Orders: Customized backdrops (e.g., specific sizes, patterns, or designs) are non-refundable unless they are defective or incorrect.
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Sale Items: Items purchased during a sale or promotion may have different return policies. Please check the terms of the sale at the time of purchase.
Limitations of Liability
We are not responsible for:
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Items lost or damaged during return shipping. Please keep the tracking receipt for reference.
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Products damaged due to misuse, mishandling, or poor maintenance.
How to Contact Us
If you encounter any issues with your order, please contact us via email or through our contact page. Do not return products without prior authorization. We are committed to resolving all issues promptly and with personalized attention.
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Email: cs@mocsicka.com
Our Commitment to You
At Mocsicka, your satisfaction is our top priority. We strive to provide high-quality products and exceptional customer service. If you have any questions or concerns, please don’t hesitate to reach out. We’re here to help!
