Refund policy

MOKOO Wholesale Return & Refund Policy

Welcome to MOKOO Textiles. As a B2B fabric wholesaler specializing in bulk orders and custom production, this policy outlines the conditions under which returns or exchanges may be accepted.

📅 Return Window

  • Strict Submission Deadline:
    🔴 Return or exchange requests must be submitted within 7 calendar days of receiving the goods.
    ❗Requests made after this period will be automatically declined.
    This timeframe ensures that issues are reported while products remain in original condition and are traceable.

📦 Return & Exchange Conditions

① Fabric-Specific Restrictions

  • Only Uncut Fabrics Accepted:
    Returns/exchanges are accepted only for uncut fabric in its original packaging and condition.
    ✂️ Cut fabrics are considered FINAL SALE and are strictly non-returnable.

  • Color & Fiber Tolerances:

    • Color variation of up to ±0.5 Pantone units is acceptable and not grounds for return.

    • Natural materials (cotton, linen, silk) may have minor variations in texture—these are not considered defects.

  • Defective Product Cases:
    If defects are clearly attributable to us (e.g., visible damage, wrong fabric sent), we will accept returns/exchanges after mutual confirmation.

  • Customer-Caused Issues:
    For issues caused by the customer (such as incorrect purchase, dissatisfaction not due to product quality), shipping costs must be borne by the customer.

② Custom Orders

  • Custom-dyed or printed fabrics are strictly non-returnable unless a confirmed defect exists.

  • Industry-standard tolerance of ≤3% on color or specification variation is considered acceptable.

🔁 Return & Refund Procedure

  1. Initial Contact:
    All return or exchange requests must be emailed to
    📧 service@mokoofabric.com
    Please include PO number, product name, quantity, and clear photos or videos showing the issue (if applicable).

  2. Evaluation & Approval:
    After receiving your request, our team will assess and confirm whether the issue qualifies for return/exchange. Approved returns will be issued a return shipping instruction.

  3. Processing:
    Refunds will be issued within 5–7 business days after we receive and inspect the returned goods.

    • Refunds over $10,000 are subject to a 3% administrative deduction.

    • Any customs duties already paid will be deducted from the refund total.

  4. Replacements:
    Confirmed defective items will be replaced with priority processing, up to 15 business days faster than standard lead time.
    For replacements due to customer error, new shipping fees will apply.

🚫 Non-Returnable Items

  • Cut or processed fabrics

  • Custom-dyed/printed orders

  • Final clearance or sale items

  • Fabrics not in original packaging

  • Sample swatches or showroom items

  • Items returned without prior approval

⚠️ Important Reminders

  • Return shipping cost will be paid by MOKOO only if the issue is caused by us (e.g., defective product, wrong item sent). Otherwise, customers are responsible for both return and reshipment costs.

  • No handling or restocking fee will be charged for eligible returns.

  • Returned fabric must remain in original, unaltered condition.

📸 Defective Goods Reporting

  • Report window: Defective items must be reported within 48 hours of delivery.

  • Supporting evidence: Clear video of the package being opened and photos of the issue are required.

  • Defect criteria:

    • Holes or tears ≥1 cm²

    • Color fading below Grade 3

    • Functional failure (e.g., waterproof fabric not repelling water)

🌐 Contact Information

B2B Customer Support
📧 Email: service@mokoofabric.com
(Include PO# and details in all communication)