Returns & Refunds
Last updated: September 20, 2026
How to request a return
Email support@mokkucamp.jp with your order number and the item you wish to return before sending it. We will provide return instructions and the correct return destination. Do not send a parcel without contacting us first.
Change-of-mind returns
Our voluntary return period is 30 days from the date you receive the item. To qualify, the item must be unused, in resaleable condition, and returned with its original packaging, labels, manuals, and accessories. You may inspect it as you reasonably could in a shop. Unless the goods are faulty, damaged on arrival, incorrect, or not as described, you are responsible for the direct return shipping cost. Original standard shipping charges are refunded only where required by law. This voluntary policy does not replace a longer or otherwise stronger statutory right.
EU/EEA and UK cancellation rights
If you are a consumer in the EU/EEA or UK, you generally have a statutory right to cancel an eligible online purchase within 14 days after receiving the goods, without giving a reason. You must notify us within that period and return the goods within 14 days after notifying us. Our 30-day voluntary period gives you additional time, but does not restrict the statutory right. We refund the price and the cost of standard delivery; any premium delivery upgrade is not refunded unless required by law. We may withhold a refund until we receive the goods or evidence that they have been sent back, whichever happens first. You are responsible for direct return costs unless we agreed otherwise or failed to disclose them. We may reduce a refund for handling beyond what is necessary to establish the goods鈥?nature, characteristics, and functioning, where the law permits.
Cancellation rights have limited statutory exceptions, which may include personalised or made-to-order goods, certain sealed goods unsuitable for return for health or hygiene reasons once unsealed, and other exceptions prescribed by law. We will identify applicable exceptions before purchase where required.
Japan and other markets
Online purchases in Japan do not generally have a statutory cooling-off period, but our 30-day voluntary return policy applies as described above. It does not limit remedies for defective, unsafe, misdescribed, or incorrectly supplied goods, or any cancellation right required by law. In the United States and other destinations, mandatory federal, state, provincial, and local rights remain in force.
Faulty, damaged, incorrect or unsafe items
Contact us as soon as reasonably possible and include your order number and a description of the issue. Photographs may help us assess the claim, but we will not require evidence that is unreasonable or impossible. Do not continue using an item that may be unsafe. We will arrange a repair, replacement, refund, return shipping, or other remedy as required by applicable law. Statutory conformity guarantees, implied warranties, product-safety rights, and recall remedies are not excluded by this policy.
Refunds
Approved refunds are made to the original payment method unless applicable law requires another method. For eligible statutory cancellations, we refund within the period required by law. For voluntary returns, we process a refund within 14 days after we receive the returned item or acceptable proof of return, whichever occurs first. Your bank or payment provider may take additional time to post it. Import duties or charges paid directly to a customs authority or carrier are not collected by us and may need to be claimed from that authority or carrier.
Exchanges and contact
Exchanges are subject to stock and must be agreed with us in advance. A 鈥渇inal sale鈥?or promotional label does not remove any non-waivable consumer right. Contact support@mokkucamp.jp for all return and refund requests.