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

Contact us as soon as reasonably possible after discovering the issue at:

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.

EU AND EEA RIGHT OF WITHDRAWAL

This section applies only to consumers located in the European Union and European Economic Area and takes precedence over any conflicting provision of our general return policy.

14-Day Right of Withdrawal

You have the right to withdraw from your purchase without giving any reason within 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.

If an order contains multiple items delivered separately, the withdrawal period begins after you receive the last item from the order.

If the final day of the withdrawal period falls on a weekend or public holiday, the deadline is extended to the next working day.

How to Exercise Your Right

To exercise your right of withdrawal, you must notify us before the withdrawal period expires.

You may submit your request by:

* Selecting “EU returns & cancellations” in the footer of our store and following the instructions associated with your order; or
* Emailing [support@moskivo.com](mailto:support@moskivo.com) with a clear statement that you wish to withdraw from your purchase.

Please include your full name, order number, email address used for the order, the product or products concerned, and the date on which the goods were received.

You may use the model withdrawal form provided below, but its use is not mandatory.

Returning the Goods

After notifying us of your withdrawal, you must send the goods back within 14 days, following the return instructions and return address provided by MOSKIVO.

Please do not send goods to an address shown on the shipping package or return them without receiving return instructions. Our suppliers and fulfillment locations may vary, and an unauthorized return might not reach the correct return facility.

The customer is responsible for the direct cost of returning goods when exercising the right of withdrawal because of a change of mind, provided that the customer was informed of this responsibility before completing the purchase.

MOSKIVO will bear the legally required return costs when goods are defective, damaged, materially different from their description, or different from the goods ordered.

Condition of Returned Goods

You may inspect and handle the goods only as necessary to determine their nature, characteristics, and functioning, in the same way that you would reasonably inspect them in a physical store.

You may be responsible for any diminished value caused by handling beyond what is necessary for that purpose.

Refunds

If you validly exercise your right of withdrawal, we will reimburse payments received for the returned goods, including the cost of the least expensive standard delivery method offered for the original order.

Additional costs resulting from your selection of an expedited or more expensive delivery method are not refundable unless required by applicable law.

Refunds will be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

The refund will be issued using the original payment method unless expressly agreed otherwise. You will not be charged a fee by MOSKIVO for receiving the refund.

Exceptions

The right of withdrawal does not apply where a statutory exception applies, including, when relevant:

* Goods made to the customer’s specifications or clearly personalized;
* Goods that deteriorate or expire rapidly;
* Sealed goods that are not suitable for return for health protection or hygiene reasons after being unsealed; and
* Other goods or services legally excluded from the right of withdrawal.

An exception will apply only when the product and circumstances meet the applicable legal requirements.

Defective or Incorrect Goods

The right of withdrawal is separate from your legal rights concerning defective, damaged, non-conforming, or incorrect goods.

Consumers in the European Union are generally entitled to a minimum two-year legal guarantee for goods that are defective or do not conform to the contract, subject to applicable national law. Nothing in this policy limits those mandatory rights.

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from your purchase:

To:

Miguel Gomez Salgado

Ofiuco 42, Coyoacan, Ciudad de Mexico 

Email: [support@moskivo.com](mailto:support@moskivo.com)

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

Product(s): ______________________________

Order number: ___________________________

Ordered on: _____________________________

Received on: ____________________________

Customer name: __________________________

Customer address: ________________________

Email address: ___________________________

Signature (only if submitted on paper): __________________

Date: __________________________________

Contact

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

support@moskivo.com

Please include your order number and supporting evidence.

Last updated: August 19, 2026