Returns and Refund Policy

At Mookah, we want you to be completely satisfied with your purchase. If your glasses are not suitable, we have put in place a simple procedure, in compliance with French regulations.

1 Right of withdrawal (14 days)

In accordance with Article L221-18 of the French Consumer Code, you have a period of fourteen (14) calendar days from the receipt of your order to exercise your right of withdrawal, without having to provide any reason.

2 Return Policy

For the return to be accepted and refunded, the following conditions must be met:

  • Glasses must be in perfect, unworn, undamaged condition and in their original packaging.
  • They must be accompanied by all accessories (case, microfiber cloth, etc.).
  • Any product returned incomplete or damaged will not be eligible for a full refund.

3 Return costs

In accordance with legislation, return shipping costs are exclusively borne by the customer, except in the exceptional case where the product received shows a proven manufacturing defect upon receipt.

All returns must be made via Mondial Relay to the pick-up point designated by our customer service department.
The customer must generate their own Mondial Relay return label. Mookah does not provide pre-paid labels. Any package sent without a tracking number or dropped off at an unauthorized relay point cannot be processed.

We recommend using a shipping method with tracking, as we cannot be held responsible if the package is lost by the carrier.

4 Procedure for Defective Products

If you believe your glasses arrived damaged:

Mookah reserves the right to refuse a refund or exchange if the defect found is the result of abnormal use, negligence, or deliberate damage to the product by the customer. An expert assessment will be carried out upon receipt to verify that the damage corresponds to a manufacturing defect and not to breakage caused by the customer.

  • Contact our support at contact@mookah.fr within 48 hours of receipt.
  • You must attach a short video showing the defect from several angles.
  • After verification by our team, we will either send a new pair free of charge or issue a full refund.

5 Exchanges

We do not proceed with direct exchanges. If you wish to order a different model, simply return your order for a refund and place a new order on our shop.

6 Refund Policy

Refunds are processed within 14 days of receipt and inspection of your return at our premises. The refund will be credited to the payment method used for the purchase.
The refund covers the price of the returned products. Initial shipping costs are not refunded.

7 Return address

To obtain the exact address of our Mondial Relay pick-up point in France, please contact our customer service in advance at: contact@mookah.fr. A tracking number will be required to validate the receipt and refund of your order.

You can also use the return information provided in the approval email for your return request made via your customer account.