CANCELLATION / RETURNS

• If you would like to cancel your order, please contact us at cs.cokodive@mobicontentstech.com with your order number and the reason for cancellation.
• Orders can be canceled and refunded in full as long as they have NOT been fulfilled or shipped. Once an order is fulfilled, cancellation is not possible.
• Refunds will be issued to the original payment method used at checkout.
• Refunds may take 3-7 business days to appear in your account, depending on your bank.
• If a discount code was applied at checkout, the refund amount will reflect the amount actually paid, minus the discount.
• Shipping fees are non-refundable for already delivered orders.

• If you would like to add or remove items from your order, please request a cancellation first so that you may place a new order with the correct items.
• If you are concerned that your desired items may go out of stock while placing a new order, we can make an exception and edit the order for you.
• Please note that removing items may not change the shipping fee if it does not affect the total weight of the order.

1. Change of Mind

• Return requests must be made within 10 days of delivery.
• A prepaid return label will be sent to your email. If you prefer to return the items on your own, please let us know and we will provide our warehouse address.
• Items must be returned with all original components, including pre-order benefits such as photocards, keyrings, or other inclusions.
• For voluntary returns, return shipping fees will be deducted from the refund.
• Items whose price is less than 50% of the total return fee cannot be returned.
• Shipping fees are non-refundable for already delivered orders.

2. Damaged, Defective, or Missing Merchandise

• Record an unboxing video showing the state of your items as received. Claims without an unboxing video may not be processed.
• Claims must be filed within 10 days of delivery. Late claims cannot be accepted.
• A prepaid return label will be provided, or you may use your own shipping method with our warehouse address.
• Items must be returned with all original components, including pre-order benefits.
• Once returned, our team will inspect the items to confirm the issue.
• If the issue IS confirmed, you are entitled to a free replacement or a full refund for all affected items.
• If the issue is NOT confirmed, a refund will not be issued. A reshipment can be arranged, but the reshipping fee will be your responsibility.
• If the item is missing inclusions, replacements may be difficult.
• Shipping fees are non-refundable for already delivered orders.

3. Returned Parcels Due to Customs/Shipping Issues

• If a package is returned due to customs clearance or delivery issues not caused by us, the return fee will be the responsibility of the recipient.
• Packages that experience prolonged customs delays may be disposed of by the authorities and will not be eligible for refunds. Please ensure you respond promptly to any communication from the courier and stay alert for customs-related notifications to avoid issues.
• Shipping fees are non-refundable for already delivered orders.
• Items must be returned with all original components, including pre-order benefits such as photocards, keyrings, or other inclusions.
• For voluntary returns, return shipping fees will be deducted from the refund.
• Items whose price is less than 50% of the total return fee cannot be returned.

1. Change of Mind

• Exchange requests due to a change of mind or an ordering error must be submitted within 10 days of delivery.
• To proceed with the exchange, the original item must be returned first. A prepaid return label will be sent to your email. If you prefer to return the items on your own, please let us know and we will provide our warehouse address.
• Once the item is returned, our team will proceed with the exchange process.
• For change-of-mind exchanges, the reshipping fee for the new item is the responsibility of the recipient.

2. Damaged, Defective, or Missing Merchandise

• Record an unboxing video showing the state of your items as received. Claims without an unboxing video may not be processed.
• Claims must be filed within 10 days of delivery. Late claims cannot be accepted.
• A prepaid return label will be provided, or you may use your own shipping method with our warehouse address.
• Items must be returned with all original components, including pre-order benefits.
• Once returned, our team will inspect the items to confirm the issue.
• If the issue IS confirmed ▶ You are entitled to a free replacement, and we will cover all reshipping costs.
• If the issue is NOT confirmed ▶ A refund will not be issued. A reshipment can be arranged, but the reshipping fee will be your responsibility.
• If the item is missing inclusions, replacements may be difficult.

• To initiate a return, contact cs.cokodive@mobicontentstech.com within 10 days of delivery. Please include:
  • Your order number
  • The items you wish to return
  • The reason for the return
• Our team will provide a prepaid FedEx return label and the necessary customs invoice. Then, follow these steps:
  1. Pack the items with all original components.
  2. Attach the return label to the shipping box and place the customs invoice in a separate pouch inside.
  3. Contact FedEx to arrange a pickup and provide the customs invoice to the courier.
• If you prefer to return items on your own, let us know, and we will provide our warehouse address.

1. Voluntary Returns

• We will inspect returned items to ensure they were returned correctly. Refunds will be processed minus the return fee.
• If items are missing inclusions, a refund may not be processed.

2. Damaged, Defective, or Missing Merchandise

• Items will be inspected to confirm the issue. If confirmed, a full refund or free replacement will be processed.
• If the issue is not confirmed, a partial refund minus the return fee may be issued. Replacement will not be possible.
• Items returned with missing inclusions may not be refunded or replaced.

3. Customs/Shipping Returns

• If returned due to customs or delivery issues not caused by us, the return fee is the recipient’s responsibility.
• Packages may be disposed of, and refunds will be difficult in such cases.

Note: Items purchased through special discounts or promotions are not eligible for return or refund.