WARRANTY AND AFTER-SALES SERVICE

All products sold by Moken benefit from the legal guarantee of conformity provided for in articles L. 217 - 4 et seq. of the French Consumer Code and the guarantee against hidden defects provided for in articles 1641 et seq. of the French Civil Code. Under no circumstances can Moken be held responsible for :

Damaged products resulting from inappropriate, incorrect or improper use of the product by the customer.
Normal wear and ageing of the product.
Lack of maintenance or care.
Negligence or accidents such as scratches on lenses.
Modification of the product by the customer or a third party (e.g. replacement of lenses, hinges or other repairs), which will void the Moken warranty.
Does not cover environmental degradation (heat, humidity, cold).

All our products are guaranteed for 2 years from the date of purchase, as evidenced by the invoice. This warranty covers manufacturing or material defects. Lenses are not guaranteed against scratches caused by misuse or carelessness.
For products purchased from our retailers, the warranty :

Remains the same as on our website.
For any additional warranty provided by the seller, Moken is not responsible and the seller assumes full responsibility

As part of the warranty, we will repair, exchange or replace, free of charge, one or more spare parts, or even the entire defective product, according to our expert assessment. It is up to Moken's discretion, in all capacity and with full knowledge of the facts, to decide on the cause of a defect or breakage on a Moken product. Here are the steps to follow to declare your dispute online:

The customer will implement the warranty by informing Moken of the lack of conformity or hidden defects.
All you need to do is send us your proof of purchase, together with photos to prove the existence of the lack of conformity.
To make a request, please complete the form.

AFTER-SALES SERVICE

We provide an after-sales service for any loss, breakage or damage to your sunglasses. If the request does not fall within the warranty conditions, all the parts that make up your frame and its accessories will be invoiced: complete frame, pair of lenses, temples and accessories (pair of shells, nose pads, sweat bar, etc.). Each spare part has a price and varies according to its nature. For each of your requests, we will draw up a personalised quote. The Moken dealer is free to apply his own processing fees according to his commercial policy.

Procedure for all repair quotation requests:

The Moken repair centre is located in Hossegor, France. Please complete this form to proceed with the repair of your frame. The return stages and estimated costs excluding warranty are detailed in the form.

* All warranty claims will require a valid proof of purchase, either a receipt or bank credit statement, from an authorized Moken supplier.

RETURNS AND EXCHANGES

Right of withdrawal

Pursuant to article L 121-16 et seq. of the French Consumer Code, the Internet user has a 14-day right of withdrawal from the date of receipt of the order, without having to give any reason or pay any penalty, for the purpose of exchange or refund, provided that the products are returned in their original packaging and in perfect condition within 14 days of notification to the seller of the customer's decision to withdraw.
Before the end of the withdrawal period, you must send the seller the withdrawal form expressing your wish to withdraw. Simply returning the goods without any declaration or refusing to accept delivery is not sufficient to express your wish to withdraw. If you exercise your right of withdrawal, in accordance with the withdrawal formthe Internet user may request
to be reimbursed for his order, with the exception of any return costs incurred. Moken will reimburse the customer within a maximum of 14 days from the effective return of the product, directly to the payment method used.

Returns/exchanges procedure

If you wish to return a product, in accordance with the provisions of the French Consumer Code, you have 14 days from receipt of the order to do so. In order to return a product, it must be in the condition in which it was received and must be returned in its original packaging. You have the right to return any item that does not suit you and request a refund without penalty, with the exception of the return costs which remain the responsibility of the customer. Return procedure in case of right of withdrawal : Please take note of the conditions of application of the right of withdrawal above

If you meet the conditions, please download and complete the withdrawal form within 14 days of receiving your order
Required documents: form, proof of purchase (invoice)
Send the form and proof of purchase by e-mail to return@mokenvision.com
Please wait for a reply from us before sending back the form
Moken will check that the deadline has been met and send you confirmation
You can now return your product. Go to the "My returns" tab on the post office website to find out how to do this

If the customer wishes an exchange within 14 days of receipt of the order, he/she is invited to place a new order directly on the site and to return the original item so that Moken can reimburse him/her. In all cases, the customer is responsible for the return shipping costs. Moken will then reimburse the customer within a maximum of 14 days from the effective return of the product, directly to the payment method used. Please refer to article 4 of our terms and conditions for our returns policy.