Refund policy
RETURN AND REFUND POLICY
Last updated: September 12, 2026
RETURN REQUESTS
Customers may request a return within 7 days of receiving their order, subject to the conditions below and any rights provided by applicable consumer protection laws.
Before returning a product, please contact Mokou Shop through our Contact page. Products returned without prior communication may take longer to process.
RETURN ELIGIBILITY
To be eligible for a return, the product must:
• Be unused, unopened and in its original condition.
• Remain sealed in its original packaging.
• Include all original components, inclusions and gifts.
• Be accompanied by the order number or proof of purchase.
OPENED OR UNSEALED ALBUMS
Albums, CDs, DVDs and other sealed products cannot be returned after their protective seal has been opened or removed, except when the product is defective, incorrect or incomplete.
Random photocards, inclusions or member versions are not considered defects when the product was clearly sold as a random version.
PRE-ORDER CANCELLATIONS
A pre-order may be cancelled before Mokou Shop confirms the purchase with the supplier in Korea.
After the product has been secured from the supplier, cancellation is no longer guaranteed. Each request will be reviewed individually because supplier, international shipping and import costs may already have been incurred.
If the product has arrived in Morocco but has not yet been dispatched, Mokou Shop may accept the cancellation when the item remains sealed, undamaged and suitable for resale.
Once the order has been dispatched, the request will be handled according to the return conditions described in this policy.
These conditions do not limit any rights granted to customers under applicable consumer protection laws.
DAMAGED, INCORRECT OR INCOMPLETE PRODUCTS
Please inspect your order as soon as it arrives.
If your product is damaged, incorrect or incomplete, contact Mokou Shop as soon as possible and preferably within 48 hours of delivery. This timeframe helps us investigate the issue with the carrier or supplier and does not limit any rights provided by applicable law.
Please provide:
• Your order number.
• Clear photographs or videos of the parcel.
• A photograph of the shipping label.
• Photographs or videos showing the affected product and packaging.
Keep the complete packaging until Mokou Shop has reviewed your request.
MINOR PACKAGING IMPERFECTIONS
K-pop products are imported and may sometimes have minor outer-box imperfections caused by manufacturing or international transportation.
Small scratches, slight dents or minor marks on external packaging that do not affect the product or its contents might not qualify as product defects. Each situation will nevertheless be reviewed fairly.
RETURNS FOR CHANGE OF MIND
When a return is accepted because the customer changed their mind, the customer is responsible for the return shipping costs, where permitted by applicable law.
The product must be packaged securely. Mokou Shop is not responsible for damage caused by insufficient return packaging.
If Mokou Shop sent an incorrect product or confirms that the item is defective, return costs will be handled by Mokou Shop in accordance with the applicable situation.
REFUNDS
Returned products will be inspected after they are received.
If the refund is approved, it will be issued through an agreed payment method, such as bank transfer or Cash Plus. Mokou Shop may request the information required to process the refund securely.
Approved refunds will be processed as soon as possible and within the timeframe required by applicable law.
Original delivery fees and other charges will be handled according to the reason for the return and applicable consumer protection laws.
EXCHANGES
Exchanges depend on product availability. Limited editions, specific versions and pre-order benefits might no longer be available.
If an identical replacement is unavailable for a confirmed defective or incorrect product, Mokou Shop will propose an appropriate alternative or refund.
CONTACT
For cancellation, return, exchange or refund requests, please contact Mokou Shop through our Contact page and include your order number.