Last updated: 10 November 2026
This page covers how an order leaves our warehouse, what happens if it arrives damaged,
and when we accept a return.
Dispatch
Orders are packed and dispatched from our warehouse. When your order is accepted we
confirm the dispatch date and the carrier by e-mail, and we send the tracking number as
soon as the carrier issues it.
Where we ship
We ship internationally. A small number of destinations cannot be served because the
carrier will not carry steel goods or because the model is restricted there; if your
address falls in that group we tell you before charging anything.
Duties and taxes
Prices cover the goods only. Import duties, VAT or sales tax and customs handling
charges in the destination country are payable by the buyer, usually to the carrier on
delivery. We cannot estimate them in advance and cannot refund them.
Delivery time
Transit time depends on the destination and the carrier, and customs inspection can add
to it. We give you the carrier’s own estimate when we send the tracking number rather than
promising a date we do not control. If a parcel is delayed beyond that estimate, write to
us and we will chase the carrier.
Damaged or missing
Check the carton before signing for it. If it is crushed, wet or open, note it with the
carrier and photograph it.
If a safe arrives damaged, or the wrong model arrives, write to
mokasec@163.com within 7 days of delivery with your
order number and photographs of the carton and the product. We arrange a replacement or a
refund, and we pay the return shipping.
Returns
All sales are final unless the product is faulty. A safe that is
simply no longer wanted cannot be returned, because a steel safe that has left our
warehouse cannot be resold as new.
A product is faulty when it does not work as described, arrives damaged, or differs
from the model you ordered. In that case you may ask for a replacement or a refund within
30 days of delivery, and we cover the return shipping.
Cancellation
You may cancel before the order is dispatched for a full refund. Once a tracking number
has been issued the order is in transit and the faulty-goods terms above apply.
Refunds
Refunds are paid to the method used for the original payment. We process them within 3
business days of approving the claim; how quickly the money appears depends on your bank or
card issuer, typically 5 to 10 business days.