Refund policy

Last updated: September 25, 2026

At Moky Education, your satisfaction matters to us. This Return & Refund Policy explains how you can return products purchased from our online store, how refunds are processed, and what rights you have if a product is defective, damaged or incorrect.

Please note that Swiss law does not generally provide consumers with a statutory right to return goods purchased online simply because they have changed their mind. Nevertheless, we voluntarily offer customers in Switzerland the 14-day return policy described below, in addition to statutory rights relating to defective products. Customers who wish to have more time may purchase our optional 30-Day Return Warranty, described in Section 12.

Customers residing in the European Union may have a statutory 14-day right of withdrawal under applicable EU consumer law, as further described in Section 11.

1. Scope of this policy

This policy applies to all products purchased directly from Moky Education through our online store at mokyedu.com. It forms part of our Terms of Service. In this policy, "we", "us" and "our" refer to Moky Education, and "you" refers to the customer who placed the order.

Products purchased from other retailers, marketplaces or resellers are subject to the return policies of those sellers.

2. Voluntary 14-day return window

You have 14 calendar days from the date you receive your order to request a return, for any reason, with no need to provide a justification. To be eligible:

• The item must be unused, unworn, and in the same condition you received it;
• The item must be in its original packaging, with all tags and accessories included; and
• You must have proof of purchase (order confirmation or receipt).

To start a return, please contact us at info@mokyedu.com within the 14-day window, quoting your order number and the item(s) you wish to return. We will confirm whether your return is accepted and provide instructions on how and where to send your item. Items sent back to us without first requesting a return may not be accepted.

Once your return has been accepted, please send the item(s) back within 14 days of receiving our return instructions.

3. How to prepare your return

To help us process your return quickly, please:

• Pack the item(s) securely, so they are protected during transport;
• Include your order number, or a copy of your order confirmation, inside the parcel;
• Use the return address provided in our return instructions, and not any other address; and
• Keep your proof of postage and tracking number until your refund has been completed.

Returned items remain your responsibility until they reach us. We therefore recommend using a trackable and, for higher-value items, insured shipping method.

4. Return shipping costs

Unless the return is due to a defect or an error on our part (see Section 6), the cost of return shipping is borne by the customer. This also applies to both versions of the 30-Day Return Warranty (see Section 12). We cannot be held responsible for items lost in transit back to us.

5. Exceptions and non-returnable items

For hygiene and safety reasons, the following items cannot be returned under this voluntary policy unless defective:

• Items marked as final sale;
• Personalised or custom-made items; and
• Items that have been assembled, damaged, or show signs of use beyond opening the packaging to inspect the item.

For returns under the 30-Day Return Warranty, the rules on the condition of returned items in Section 12 apply instead of the last category. This section does not affect your statutory warranty rights described in Section 6, nor any right of withdrawal you may have under Section 11.

6. Defective or incorrect items - statutory warranty

Independently of the voluntary return policy above, if you receive a defective, damaged, or incorrect item, you are protected by the statutory warranty for defects under Articles 197 et seq. of the Swiss Code of Obligations. New products are covered for two years from the date of delivery.

Please inspect your order upon receipt and notify us immediately at info@mokyedu.com if there is a problem, describing the defect and, where possible, including photographs of the item and its packaging. Defects that only become apparent later should be reported to us as soon as they are discovered.

Depending on the circumstances and applicable law, available remedies may include replacement, repair where agreed or applicable, a price reduction, or cancellation of the purchase and a refund. Where a return is required, we will bear the return shipping costs.

The statutory warranty does not cover normal wear and tear, or damage caused by misuse, accidents, improper care, or modifications to the product.

7. Items damaged in transit or missing from your order

If your parcel arrives visibly damaged, or if an item is missing from your order, please contact us at info@mokyedu.com as soon as possible, quoting your order number and including photographs of the parcel, the packaging and the contents. Please keep the original packaging until the matter has been resolved, as the carrier may require it for their investigation.

Some orders are shipped in two or more packages, as described in our Shipping Policy. Before reporting an item as missing, please check your shipping confirmation to see whether it is being delivered separately.

8. Exchanges

We do not currently offer direct exchanges. The fastest way to get the item you want is to return the item you have (once your return is accepted), and place a new order for the item you would like instead.

If you received a defective or incorrect item, we will arrange a replacement where possible, in accordance with Section 6.

9. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days. If you purchased the Premium version of the 30-Day Return Warranty, your refund will instead be processed within 24 hours of your return parcel being scanned at drop-off (see Section 12). It may take additional time for your bank or payment provider to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@mokyedu.com.

Please also note the following:

• The refund will be for the amount you actually paid for the returned item(s), taking into account any discount codes or promotions applied to your order.
• If you return only part of an order that qualified for a discount, free shipping or a promotion, the refund may be adjusted to reflect the conditions that apply to the items you keep.
• Original shipping charges are not refunded for voluntary returns, except where the return is due to a defect or an error on our part, or where a refund of these charges is required by law (see Section 11).
• Refunds can only be made to the original payment method and to the person who placed the order.

10. Returns of partial orders and multiple shipments

You may return individual items from an order; you do not need to return the whole order. Where an order is delivered in several packages, the return period for each item starts on the day you receive that item, unless applicable law provides otherwise.

11. Customers in the European Union

If you are a consumer residing in the European Union and applicable EU consumer law applies to your purchase, you generally have a statutory right to withdraw from an online purchase within 14 days without giving any reason, subject to applicable exceptions.

For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods. Where multiple goods from the same order are delivered separately, applicable law may calculate this period from receipt of the last item.

To exercise your right of withdrawal, please contact us at info@mokyedu.com with a clear statement that you wish to withdraw from the contract. We will provide the applicable return instructions. You must send the goods back to us without undue delay and in any event within 14 days of informing us of your withdrawal.

You may handle the goods as you would in a shop, in order to establish their nature, characteristics and functioning. You are only liable for any diminished value of the goods resulting from handling other than what is necessary for that purpose. Returning goods in their original packaging is appreciated but is not a condition for exercising your right of withdrawal.

Unless we agree otherwise or applicable law requires otherwise, you are responsible for the direct cost of returning the goods, provided that you were informed of this obligation before completing your purchase.

Where the statutory right of withdrawal applies, we will reimburse payments as required by applicable law, including the cost of standard outbound delivery where required. We will use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever is earlier, where permitted by law.

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including, for example, goods made to your specifications or clearly personalised goods.

If you have also purchased the 30-Day Return Warranty, you may rely on whichever is more favourable to you: your statutory right of withdrawal or the warranty.

Nothing in this Return & Refund Policy limits any mandatory consumer rights available to you under applicable law.

12. Optional 30-Day Return Warranty

If you purchased our optional 30-Day Return Warranty together with your order, the return window described in Section 2 is extended from 14 calendar days to 21 calendar days (Basic) or 30 calendar days (Premium) from the date you receive your order. The warranty covers the items purchased in the same order and is available in two versions:

• Basic (21 days): You arrange and pay for the return shipping.
• Premium (30 days): You arrange and pay for the return shipping, as with Basic. In addition, your refund is processed instantly, within 24 hours of your return parcel being scanned at drop-off. If an item arrives damaged, email us a photo and we will replace it promptly, subject to stock availability (otherwise you receive a full refund), without needing to send the damaged item back.

Return shipping is paid by the customer under both versions. We do not provide prepaid return labels.

Condition of returned items. For returns under the 30-Day Return Warranty, the conditions listed in Section 2 regarding unused items and original packaging are replaced by the following: you may handle the item as you would in a shop, in order to establish its nature, characteristics and functioning. If an item has been handled beyond that, you may still return it, but we may deduct from your refund an amount corresponding to the resulting loss in value. Proof of purchase is still required, and the exclusion of final-sale and personalised or custom-made items in Section 5 continues to apply.

How to use the warranty. To start a return under the 30-Day Return Warranty, please contact us at info@mokyedu.com within your version's warranty period (21 calendar days for Basic, 30 calendar days for Premium) of receiving your order, quoting your order number. The return procedure described in Sections 2 and 3 applies, and return shipping costs are borne by you under both versions.

Relationship to your statutory rights. The 30-Day Return Warranty is an optional service offered in addition to your statutory rights. It does not replace or limit the statutory warranty for defective goods described in Section 6, nor any right of withdrawal you may have under Section 11.

13. Changes to this policy

We may update this Return & Refund Policy from time to time, for example to reflect changes to our services or to applicable law. The version published on our website at the time you place your order applies to that order. The date of the latest update is shown at the top of this page.

14. Contact

To request a return, report a defective or incorrect product, or ask a question about this policy, please contact:

Moky Education
c/o ABC Office
Rue de Morges 22
1023 Crissier
Switzerland
Email: info@mokyedu.com

Please do not send any return to this address unless we have first provided you with return instructions.