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Return policy

1. Terms & Conditions

At OKO MOMENTS, we strive to ensure the quality of our products and the satisfaction of our professional clients. However, in case of an issue with your order, we have implemented a clear return and refund policy, applicable only to defective or non-compliant products.

The products sold are intended for professionals, no returns or refunds will be accepted for reasons other than those mentioned below.

2. Products eligible for return

Returns can only be accepted in the following cases:

  • Products received damaged in transit.
  • Products with manufacturing defects.
  • Order error on our part (reference, quantity, etc.).

All returns must be reported within 48 hours after receipt receipt of goods.

3. Return request procedure

If you notice a problem with your order, please follow the procedure below:

  1. Notify our customer service department by e-mail at okomoments@gmail.com, mentioning :
    • Order number.
    • Details of the problem encountered.
    • Clear photos of the product and its original packaging.
  2. Wait for our approval After analyzing your request, our team will inform you if the return is accepted and will send you instructions.
  3. Return products in accordance with the instructions provided.

⚠️ All unauthorized returns or returns sent without prior validation will be refused..

4. Return policy

Products must be returned in their original original conditionunopened and with their packaging intact (except in the case of a defective product).

Returns must be made within 14 working days after validation by our customer service.

Return shipping costs are at the customer’s expense, unless the error was caused by us.

5. Refund or replacement

Once the return has been received and validated, we will proceed to :

  • Product replacement (subject to availability).
  • A credit note for use on a future order.
  • Refunds Only if replacement or credit note is not possible.

⚠️ Refunds will be made via the same method of payment used at the time of purchase, within 30 working days after validation.

6. Cases where a return or refund is not possible

  • Used or opened products, unless defective.
  • Products damaged after delivery due to improper handling or storage.
  • Customer withdrawal (as sales are intended for professionals, no right of withdrawal applies).

7. Contact

If you have any questions or require assistance, please contact our customer service department at okomoments@gmail.com.