Refund policy

Refund and Return Policy

At MOSKIVO, we want customers to receive the correct product in good working condition.

Our general commercial policy accepts claims for products that arrive defective, damaged, or materially different from the product ordered. We generally do not accept returns solely because a customer changes their mind, chooses the wrong variation, or no longer wants the product, except when applicable consumer law grants a mandatory cancellation or withdrawal right.

Eligible Claims

You may request assistance if:

The product arrived damaged.
The product is defective or does not function as reasonably expected.
You received a product different from the one ordered.
Important components listed as included are missing.

Normal wear, accidental damage, improper use, unauthorized alterations, failure to follow product instructions, and damage occurring after delivery are not considered manufacturing defects.

Reporting a Problem

support@moskivo.com

Include:

Your order number
A clear explanation of the problem
Photographs or video showing the product and issue
Photographs of the packaging and shipping label when relevant

Do not return a product before receiving written authorization and instructions from MOSKIVO. Unauthorized returns may not be accepted.

Review of Claims

Each claim is reviewed individually based on the information and evidence provided.

Depending on the circumstances, availability, applicable law, and results of our review, MOSKIVO may offer:

Replacement of the affected product
Replacement of a missing component
Partial refund
Full refund
Instructions to return the product
Another appropriate resolution agreed with the customer

MOSKIVO may request additional evidence reasonably necessary to verify the claim.

Return Shipping Costs

Responsibility for return shipping costs will be determined according to:

The reason for the return
The results of the claim review
Carrier or supplier requirements
The customer’s location
Applicable consumer law

When a confirmed defect, damage, or incorrect product is attributable to MOSKIVO, its supplier, or the carrier, MOSKIVO will provide the legally required remedy and determine whether a physical return is necessary.

Customers should not pay for or arrange a return unless MOSKIVO has provided written instructions.

Non-Returnable Situations

Subject to mandatory consumer rights, MOSKIVO generally does not accept returns involving:

Change of mind
Incorrect color or model selected by the customer
An incomplete or incorrect address supplied by the customer
Damage caused by misuse, neglect, accidents, or unauthorized modification
Products showing unreasonable wear or use
Claims that cannot reasonably be verified

Refunds

If a refund is approved, it will be issued to the original payment method.

Processing times depend on the bank or payment provider. After MOSKIVO issues a refund, additional business days may be required before it appears in the customer’s account.

Original shipping charges, customs duties, taxes, and similar third-party charges are refundable only when required by applicable law or expressly approved by MOSKIVO.

Cancellations

Contact us immediately if you want to cancel an order. Cancellation cannot be guaranteed after processing or fulfillment has begun.

Any mandatory right to cancel or withdraw from a distance purchase under the law applicable to the customer remains unaffected.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or replaces consumer rights that cannot legally be waived.

Customers located in jurisdictions that provide mandatory cancellation, withdrawal, conformity, warranty, refund, or return rights may exercise those rights within the legally established conditions and time limits.

Contact

For a claim, return, replacement, or refund request, contact: