Refund and Returns Policy

1. Overview

Mocasen is a B2B wholesale supplier specializing in trading cards, toys, and collectibles.

As our products are primarily sold to wholesalers, distributors, retailers, and business partners, returns and refunds are handled according to the agreed order terms and the conditions outlined below.

We are committed to providing reliable products and professional customer service.

2. Return Eligibility

Returns may be accepted in the following circumstances:

  • Products received are damaged or defective.
  • Incorrect products were shipped.
  • Products are significantly different from the confirmed order specifications.
  • Other circumstances agreed upon in writing by both parties.

Customers must contact us within 7 days of receiving the shipment to report any issues.

Please provide your order number, product details, and clear photos or videos showing the issue.

Returns must be approved by Mucasen before any products are shipped back.

3. Non-Returnable Products

Unless required by applicable law or otherwise agreed in writing, the following products are generally not eligible for return:

  • Opened or used trading card products.
  • Products with damaged or missing original packaging caused after delivery.
  • Customized or special-order products.
  • Clearance or specially discounted products.
  • Products damaged due to improper storage or handling after delivery.

Change-of-mind returns are not accepted for confirmed wholesale orders unless otherwise agreed in writing.

Unless required by applicable law or otherwise agreed in writing, the following products are generally not eligible for return:

  • Opened or used trading card products.
  • Products with damaged or missing original packaging caused after delivery.
  • Customized or special-order products.
  • Clearance or specially discounted products.
  • Products damaged due to improper storage or handling after delivery.

Change-of-mind returns are not accepted for confirmed wholesale orders unless otherwise agreed in writing.

4. Refunds

Once a return or refund request is received, our team will review the information and determine whether it meets the applicable conditions.

If approved, we may offer a replacement, partial refund, full refund, or another mutually agreed solution, depending on the circumstances.

Approved refunds will generally be issued through the original payment method or another mutually agreed method.

Refund processing times may vary depending on the payment provider, bank, and transaction method.

5. Damaged or Incorrect Products

We take product quality and order accuracy seriously.

If you receive damaged, defective, or incorrect products, please contact us within 7 days of delivery.

To help us resolve the issue efficiently, please provide:

  • Order number
  • Product name and quantity
  • Photos or videos of the affected products
  • Photos of the outer packaging, where relevant
  • A description of the issue

After verification, we will discuss an appropriate resolution, which may include replacement, refund, or compensation as agreed by both parties.

6. Order Cancellation

Wholesale orders may be canceled before processing or shipment, subject to confirmation by Mucasen.

Orders that have already been shipped, specially sourced, or customized may not be eligible for cancellation or a full refund, subject to applicable law and the agreed order terms.

Please contact us as soon as possible if you need to modify or cancel an order.

7. Exchanges

Exchanges may be arranged for verified defective, damaged, or incorrectly shipped products, subject to product availability and mutual agreement.

If the original product is unavailable, we may offer an alternative solution agreed upon with the customer.

8. Return Shipping

Return shipping arrangements and costs will be determined based on the reason for the return and the agreed order terms.

For verified errors attributable to Mucasen, we will discuss appropriate return shipping arrangements with the customer.

For approved returns requested for other reasons, the customer may be responsible for return shipping costs, subject to applicable law.

Please do not return any products without receiving instructions from our team.

9. International Wholesale Orders

For international orders, shipping arrangements, customs duties, import taxes, and other related charges will follow the agreed quotation, contract, and applicable shipping terms.

Any return involving international transportation must be coordinated with our team in advance.

For international orders, shipping arrangements, customs duties, import taxes, and other related charges will follow the agreed quotation, contract, and applicable shipping terms.

Any return involving international transportation must be coordinated with our team in advance.

10. Contact Us

If you have any questions about returns, refunds, or wholesale orders, please contact us.

Company / Brand: Mocasen

Website: https://mocasen.com/

Our team will review your request and assist you with the next steps.