Last Updated: November 3, 2026
At Mocsphere, customer satisfaction is important to us. We want customers to feel confident when purchasing MOC building block products from our online store.
This Return & Refund Policy explains the conditions and procedures for requesting returns, exchanges, and refunds.
1. Return Eligibility
Customers may request a return within 30 days of delivery, provided the product meets the conditions described in this policy and applicable consumer protection laws.
To generally qualify for a return, the item should be:
- Unused and in its original condition.
- Returned with its original packaging, where applicable.
- Returned with all included parts, accessories, and instructions.
- Accompanied by the relevant order number or proof of purchase.
For MOC building block products, we recommend keeping the original packaging and checking the contents carefully before assembling the product.
Products that have been assembled, modified, damaged through misuse, or returned with missing components may not qualify for a change-of-mind return, where permitted by applicable law.
Nothing in this policy limits consumer rights that cannot legally be excluded.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product, packaging, or affected components where possible.
For missing building block components, please describe the missing parts and provide photographs or other relevant details if available.
We will review your request and explain the available resolution, which may include replacement parts, a replacement product, a return, or a refund, depending on the circumstances and applicable law.
3. How to Request a Return
To request a return, please follow these steps:
- Contact us at service@mocsphere.com with the subject line “Return Request.”
- Include your order number and the reason for your return.
- Wait for our customer service team to review your request and provide return instructions.
- Package the eligible product securely and follow the instructions provided.
Please do not send products to an unconfirmed return address.
4. Return Shipping Costs
For change-of-mind returns or orders placed incorrectly by the customer, the customer may be responsible for return shipping costs, where permitted by applicable law.
If a product is confirmed to be defective, damaged upon arrival, or incorrectly supplied, we will review the circumstances and explain the appropriate resolution, including responsibility for reasonable return shipping costs where required.
Any original shipping charges, customs fees, or other costs will be handled in accordance with the circumstances of the return and applicable law.
5. Refund Process
After we receive and inspect a returned product, we will notify you whether your refund request has been approved.
Approved refunds will generally be issued to the original payment method.
We aim to initiate approved refunds within 5–10 business days after the returned product has been received and the refund has been approved.
The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
If your refund has not appeared after a reasonable period, please contact us with your order details.
6. Exchanges and Replacement Parts
If you receive an incorrect or defective product, or if certain building block components are missing, please contact us for assistance.
Replacement parts or exchanges are subject to product and component availability and the circumstances of the request.
If a replacement is unavailable, we will explain the available alternatives.
7. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at service@mocsphere.com.
We will try to accommodate cancellation requests before an order has been processed or dispatched.
Once an order has shipped, cancellation may no longer be possible, and the return procedure may apply.
If a cancellation is accepted before dispatch, any eligible refund will generally be issued to the original payment method.
8. Non-Returnable Situations
Where permitted by applicable law, a return may be declined for products that:
- Have been assembled, modified, or damaged through misuse.
- Are missing essential components due to customer handling.
- Are not returned in the condition required under this policy.
- Are otherwise excluded from returns under applicable law and clearly disclosed before purchase.
This section does not exclude any return or refund rights required by applicable consumer protection laws.
9. Contact Us
For return, refund, exchange, or replacement-part assistance, please contact:
Brand: Mocsphere
Customer Service Email: service@mocsphere.com