Refund policy

ASC IB GLOBAL SL, trading as Mocastoni, has a 30-day return policy; that is, you have 30 days after receiving the item to request a return.

For the return to be accepted, the item must be in the same condition in which you received it: unworn, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at the following email address: contact-us@mocastoni.com

If the return is accepted, we will send you a shipping label along with instructions on how and where to send the parcel. The return is free: the return label is at our expense and no amount will be deducted from your refund. Items returned without first requesting a return will not be accepted.

We do not charge restocking fees for processing returns

Please note that return shipping costs are borne by us provided you use the return label we supply. If you choose to ship by your own means, with a carrier other than the one shown on that label, the costs will be borne by the buyer, unless the product is defective or incorrect.

Items returned without first requesting a return and receiving our confirmation will not be accepted. Furthermore, the parcel must be returned solely and exclusively to the address provided by the seller. We accept no responsibility for returns sent to addresses other than the one supplied, which could invalidate the refund.

Returns must be made exclusively using the label we provide, which allows you to drop the parcel at an authorised pickup point (Punto Pack / InPost). If you choose to send the parcel by your own means, the mandatory delivery address is our registered office: Calle Quevedo 16, 03700 Dénia (Alicante)

For any query about returns, you can contact us at: contact-us@mocastoni.com

Damage and issues

Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess the problem and put it right.

Exceptions / non-returnable items

Certain types of item cannot be returned, such as perishable goods (food, flowers or plants), custom products (special orders or personalised items) and personal care goods (beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. If you have a question or doubt about a specific item, please contact us.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges

The quickest way to make sure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

European Union 30-day cooling-off period

Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 30 days, for any reason and without justification. As above, the item must be in the same condition in which you received it: unworn, with tags and in its original packaging. You must also present the receipt or proof of purchase.

Refunds

We will inform you once we have received and inspected your return and let you know whether the refund has been approved. If so, you will be refunded automatically to your original payment method within 10 business days. Please remember that your bank or credit card issuer may take some time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at: contact-us@mocastoni.com