Refund policy

ASC IB GLOBAL SL , trading as Mocastoni, has a 14-day return policy; that is, you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, 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 your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. The cost of this return label varies between €3 and €8, depending on the country from which the shipment is made, and will be automatically deducted from your total refund amount. Items sent back to us without first requesting a return will not be accepted.

We do not charge restocking fees for processing returns.

Please note that the return shipping costs will be borne by the buyer, unless the product is defective or incorrect. This applies whenever the customer makes the shipment by their own means.

Items returned without having previously requested the return and having received our confirmation will not be accepted. Likewise, the package must be returned solely and exclusively to the address provided by the seller. We are not responsible for returns sent to addresses other than the one provided, which could invalidate the refund.

Returns must be made exclusively through the label provided by us, which will allow you to drop off the package at an authorized collection point (Punto Pack / InPost). If you decide to send the package by your own means, the mandatory delivery address is our registered office Calle Quevedo 16, 03700, Denia (Alicante).

For any return questions, you can contact us at the address: contact-us@mocastoni.com

Damages and issues

 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

 Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

Exchanges

 The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

 Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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