RETURNS

There are several reasons why products can be returned. You should bear in mind that there are certain CONDITIONS that should be fulfilled or taken into account depending on the type of return.

1.-FOR WITHDRAWAL FROM THE PURCHASE OF THE PRODUCT

We accept the return of our products (withdrawal of the purchase), provided that 14 days have not elapsed from the receipt of the product and provided that the product is in the same condition in which it was delivered. You must keep the instructions, documentation, accessories (nuts, screws and spanners) and original packaging. It must be in perfect condition, without being dirty, stained, smelly, mistreated or damaged. return). We will only accept returns of products that have not been assembled, used or modified in any of its parts and that keep the original packaging in perfect condition (essential to process any

Once the product has been received, MOKUZAI will refund the purchase price (credit note) or a voucher for the next purchase, as appropriate, except for transport costs. (Art 107 2. RDLGDCU 1/2007)

Returns of material for any reason not attributable to MOKUZAI in whose initial order the product was purchased with the free shipping promotion, the customer will be deducted the amount corresponding to the return of the product from home to our warehouses, depending on the amount of material / weight / number of packages returned.

You must follow the following steps:

Log in to your account and go to the section “MY ORDERS” and click on the corresponding order.
Check the boxes of the product to be returned + quantities.
Fill in the form that will be indicated below.

ATTENTION! For any type of return, you MUST KEEP THE ORIGINAL PACKAGING BOXES. Otherwise, no return will be processed.

PARTICULARITIES OF WITHDRAWAL FROM THE PURCHASE:

• If the customer wishes to withdraw from their purchase and it has not been delivered to the carrier, the refund of the amount paid will be made within 15 working days of receiving the email confirming the withdrawal of the purchase. The refund will be made, whenever possible, by the same payment method used for the purchase.
If the customer wishes to withdraw from goods that have already been delivered to the carrier, the customer must pay the transport costs, even if he/she has not yet received the goods at home. The refund will be made within 20 working days of receipt of the returned product in the warehouse. The refund will be made, whenever possible, by the same method of payment used for the purchase.
If the customer wishes to cancel a product that has already been received, he/she must pay the full cost of the return. The refund will be made within 20 working days of receipt of the returned product in the warehouse. The refund will be made, whenever possible, by the same method of payment used for the purchase.

2.-FOR BREAKAGE/DAMAGE OF THE PRODUCT DURING SHIPPING

The goods must be checked by the customer. In the event of receiving a product damaged during transport or if it has any kind of defect, the customer has 48 hours from receipt of the order to fill in the form. If the damage is not reported within this period, the claim will be automatically rejected.

In the event that the goods are received by a third party, the purchaser undertakes to inform the third party that the goods must be inspected. You accept responsibility for any loss or damage in the event that someone signs on your behalf and does not carry out the relevant checks.

ATTENTION!: For any type of return, you MUST keep the original packaging boxes. Otherwise, no return will be processed.

You must follow the following steps:

Log in to your account and go to the “MY ORDERS” section and click on the corresponding order.
Check the boxes of the product to be returned + quantities.
Fill in the form that will be indicated below.

3. -DEFECT/FAILURE OF THE PRODUCT (GUARANTEE)

All products purchased in our online shop come with a 2-year warranty. The start date of the warranty is the date stated on the purchase invoice. The guarantees do not include deficiencies caused by negligence, knocks, improper use or manipulation, other than those indicated in the user manuals, incorrect installation not carried out by the authorised technical service when applicable, or materials subject to wear and tear due to normal use. Deterioration of the colour due to exposure of the product to the action of sunlight or other sources of heat.

Once the product has been received in our warehouses, the condition of the product will be verified. Our technicians will diagnose the problem and carry out the corresponding repair.

If the product cannot be repaired, it will be replaced.

You must follow the following steps:

Log in to your account and go to the section “MY ORDERS” and click on the corresponding order.
Check the boxes of the product to be returned + quantities.
Fill in the form that will be indicated below.

4. -FOR FAILURE/ERROR IN THE SHIPMENT OF THE ORDER:

When the NON-receipt of a product has been detected in the shipment, the product differs from what was ordered or does not comply with the requested characteristics listed on the website, the customer has a period of 24/48 hours from receipt of the same to notify the incident.

In the event that the product sent does not correspond to what the customer has ordered, MOKUZAI will bear the cost of collecting the wrong product and delivering the correct one.

You must follow the following steps:

Log in to your account and go to the “MY ORDERS” section and click on the corresponding order.
Check the boxes of the product to be returned + quantities.
Fill in the form that will be indicated below.

ATTENTION! For any type of return, it is MANDATORY to keep the original packaging boxes. Otherwise, no return will be processed.

IMPORTANT

WHAT SHOULD I DO WHEN I RECEIVE MY ORDER?

It is compulsory to check the contents of the package (as long as the carrier accepts it) and write the reservations on the carrier’s delivery note.

WHAT SHOULD I DO IF I REALISE THAT I HAVE MADE A MISTAKE WITH MY ORDER?

Please contact us directly on our telephone number: .

WHAT SHOULD I DO IF THE MATERIAL IS DAMAGED?

If you receive your product broken, the easiest thing to do is to reject it, indicating the reason on the delivery note or, failing that, to leave a note on the delivery note from the carrier about the state of the material received.

HOW ARE INCIDENTS OR REPAIRS RESOLVED?

MOKUZAI offers you several options:

Repair or replacement: Generally, as a first option, we can repair or replace in those cases in which the technical service considers it depending on the stock, type of product, type of incident, management date… Bear in mind that for replacement, those parts that have been damaged due to use by the customer (if any) must be kept, and therefore are not covered by the manufacturer’s warranty.
Voucher: Refund of the amount by means of a discount voucher to be applied at any time on the next order. It is not possible after 14 days from receipt of the article, except in the case of exceptions to be considered in each case. Effective in 7-10 days.. Due to the processing times, this method is more effective for those cases in which a customer meets the requirements for withdrawal and wishes to purchase a different article, as once the VOUCHER has been processed, he/she will be able to take advantage of it in his/her new order more quickly than with the MEMBERSHIP
Credit: Refund of the amount to the account number provided. Not possible after 14 days from receipt of the article. Cash in 10/15 days. If payment has been made by bank transfer or cash on delivery, you must indicate your bank account.

WHEN WILL THE PRODUCT BE COLLECTED ONCE THE INCIDENT HAS BEEN DEALT WITH?

Once the incident has been processed, whatever it is, and if it is convenient to collect the product, the customer must indicate a collection day at home or at the delivery point, at least 72 hours in advance, as well as the timetable (morning-afternoon, estimated time slots) with a wide margin.

Dear customer, we advise you that before requesting an incident for any type of incident, make sure you carry out the relevant tests to check that the product really is eligible for the guarantee, because if on receiving the product, it works correctly or has no incident and the reason for the return is due to your lack of knowledge to use/assemble the product, you will assume all the shipping costs, both there and back.

IMPORTANT: The standard door-to-door service does not include the delivery and collection of the product to the customer’s home, which is the responsibility of the customer. It is possible that the delivery person may voluntarily help in bringing the goods (this is completely voluntary for the delivery person and the transport company and is not the responsibility of MOKUZAI).

Assembly is also not included.

CASES OF CANCELLATION OFTHE WARRANTY

No returns will be accepted for warranty on damaged items and / or malfunction of the product due to misuse of the same.
When the defects indicated are due to abnormal or improper use; normal wear and tear or ageing; an accidental event or, more generally, an external cause (such as the intervention of an unauthorised third party on the product).
When the product shows clear signs of use that exceeds its capabilities, as well as obvious abuse in the form of knocks or damage caused by liquids or corrosive substances, as well as any other anomaly attributable to the consumer.
MOKUZAI products are designed and manufactured for private use (homes), not collective, so the warranty is limited in those cases in which the use is intended for hospitality (restaurants, cafes, hotels, public spaces of clubs, terraces for public use, among others).
We do not accept returns of OUTLET products or products with slight damage, subject to the customer’s approval.
Some products, due to their nature, have warranty seals. Their manipulation or removal voids the warranty.