Returns & Refunds

Because MOGO pieces are handmade, made to order, and may involve customer-selected specifications, we do not accept returns, exchanges, or refunds for change of mind, personal preference, or ordinary handmade variation.

Please review product details, dimensions, colours, materials, and any customisation before ordering.

Once production has begun, an order cannot normally be cancelled, changed, returned, or refunded.

Handmade Characteristics

Each MOGO piece is individually handmade.

Slight differences in knot tension, texture, shape, natural asymmetry, colour tone, and finishing are normal characteristics of handwork and are not manufacturing defects, provided the item remains materially consistent with the product description and the confirmed order specifications.

Ordinary handmade variation is not a ground for return, exchange, or refund.

Damaged, Defective, or Incorrect Orders

If your order arrives genuinely damaged, materially defective, or different from what you ordered, please contact us as soon as possible, and in any event within 7 days of delivery.

Please provide your order number and clear photographs of the item and the packaging. Where it helps us assess the issue, we may ask for a reasonable additional photograph or a short video. An unboxing video is never required as the only evidence.

We review each case and agree an appropriate remedy. A remedy may include repair assistance, a replacement, a partial refund by agreement, or a full refund where appropriate.

Return Shipping

For confirmed damage, defects, or incorrect items, we do not, as a rule, require the piece to be shipped back to China. Where no physical return is needed, you bear no return shipping cost.

If physical inspection or return is genuinely necessary, we will agree a lawful and reasonable arrangement with you in advance. We will not ask you to pay excessive international return charges.

Please do not send anything back before we have confirmed the arrangement.

Refunds

Once a refund is approved, we initiate it to your original payment method within 5 business days. The time for the funds to appear in your account depends on your payment provider.

Exchanges

We do not offer exchanges for change of mind, colour preference, size preference, or other personal preference reasons.

A replacement agreed under the damaged, defective, or incorrect section above is not an exchange for preference.

Cancellations

Because production may begin shortly after an order is confirmed, cancellation may not be possible once production has started.

Please contact us as soon as possible if you need to request a cancellation.

Statutory Rights

Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded or waived under applicable law.

Contact

For order issues, damage claims, or incorrect items, contact MOGO customer support through the contact information published on our website.

Please include your order number and supporting photographs or video.

Last updated: November 2026