Return Policy

RETURN POLICY
!!! Products can only be returned using the Urgent Cargus courier service. After you complete the return form on the website, we will send the courier to pick up the product.
For transportable products, the 14 days are calculated from the day the product arrived at the seller's premises via courier.
The return shipping cost for small products up to 5kg is 19 RON + 2% of the product value; to this cost, the original 19 RON shipping cost is added if the product benefited from free shipping.
For large or heavy products over 5kg, the customer bears the transport cost; the customer will ship the product with carriage forward (shipping paid by the sender).
From the product value, if the product has not been returned in the condition in which it was shipped (seals, box, accessories, traces of wear, scratches), the cost of restoring the product to its new condition will be deducted.

The sender is responsible for the accuracy of the data entered on the transport document, as well as for the correct packaging and labeling of the parcels.
The sender is responsible for the product's transport in case of damage or loss of the parcel.
The sender bears the return costs of the products.

If you bought several products of the same type and want to return them all, make sure that only one has been unsealed. The return of the other products is only accepted if they are sealed.
Legal entities do not benefit from the 14-day return right.

1. Withdrawal from the contract or cancellation of purchase applicable to individuals (who have the status of Consumer)

a) Return procedure:


- Step 1: Complete the Return Form

- Step 2: Send the product (according to point 4 - Return details) to the attention of the Returns department. The package must contain a copy of the fiscal invoice for the purchase of the product and the return request.


You can formulate any other unequivocal statement in which you express your decision to withdraw from the contract, sent on a durable medium, for example by e-mail, to the address office@pemoka.ro

The return of the products can be made through the CARGUS courier company preferred by the customer, following the steps mentioned above. The return costs are borne by the consumer. The return will be made within 14 calendar days from the withdrawal / cancellation / return request. It is recommended to return the products with the parcel check option.

After the product reaches us, the return will be finalized in a maximum of 4 working days.

Distance contracts concluded according to art 16 of E.U.G. 34 are exempted from the right of withdrawal.

Renouncing purchased products without invoking any reason, according to the distance commerce law (E.U.G. no. 34 / 2014 with subsequent amendments).

Products will be returned in the original packaging with all accessories, with intact labels, documents that accompanied them, and a copy of the purchase invoice. Returning a product without its packaging or without accessories of the packaging (for example, safety supports, cardboard or polystyrene protective elements, etc.) or of the product will lead to a reduction in the value of the products, according to what is mentioned below. Products showing physical changes, dents, chips, scratches, stains, shocks, etc., without being brought back to conformity, are not accepted for return.

Return costs and costs of services already executed at the time of delivery and payment of the order, respectively delivery costs, cash-on-delivery fees, bank commissions, and those for online payment will be borne by the customer, and the refund of the product value will be made within 14 days from the date we are informed about your decision to withdraw from the contract, but not before the date of receipt of the goods.

In the situation of returning/unblocking amounts paid online (at the customer's request or due to the inability to deliver the products), please contact the card-issuing bank because, depending on the protocol you signed and concluded with the bank, although a Moka-gsm.ro representative requests the return of the amount, the bank may unblock the value within a period of up to 30 days.

Reduction of the value of returned goods (According to E.U.G. No. 34/2014 Art. 14, Para. 3 @)

Because, in the case of distance sales, the consumer does not have the possibility to see the goods before concluding the contract, they have the right to withdraw. For the same reason, the consumer is allowed to test and check the goods they have purchased to the extent necessary to establish the nature, characteristics, and functioning of the goods.

To establish the nature, characteristics, and functioning of the goods, the consumer must handle and inspect them in the same way they would be allowed to do in a real physical store. For example: the consumer should only try on a piece of clothing, not wear it for various occasions. Electronic and household appliances should be tested only by turning them on and off, NOT by using them for the purpose they were produced. Therefore, during the withdrawal period, the consumer must handle and inspect the goods with the necessary care.

You are responsible only for the reduction in the value of the goods resulting from handling other than what is necessary to determine the nature, qualities, and functioning of the goods.

Handling accepted for determining the nature, quality, and functioning of the goods are:
- unpacking without destroying or damaging the original packaging, following the instructions for unpacking (where the manufacturer indicates how to handle) without damaging the packaging, product, or accessories;
- visual, tactile, and olfactory inspection (when the provisions below are not violated) of the products;
- in the case of products that do not require the installation of consumable accessories or connection to utilities other than electricity, only connection to electricity and turning on/off are allowed;
- in the case of products that require the installation of consumable accessories (e.g., filters, refill cartridges, printer cartridges, toner, etc.) or connection to utilities other than electricity (e.g., water, methane gas, compressed air, etc.), only connection to electricity and turning on/off are allowed, and the installation of consumable accessories is not allowed.

If a consumer exercises their right of withdrawal after using the goods to an extent that exceeds the limit necessary to establish the nature, characteristics, and functioning of the goods, the consumer is responsible for any reduction in the value of the goods.

Unaccepted actions that lead to a reduction in the value of the returned product or loss of the right of withdrawal:
- using electronic or household appliances in any way other than testing by turning the device on/off;
- breaking seals and labels;
- tearing or damaging original packaging (original packaging is an integral part of the product);
- scratching, dirtying, staining, impregnating products with external substances;
- unsealing consumable accessories (e.g., ink cartridges, toner, etc.);
- unsealing or installing software licenses;
- unsealing food products, cosmetics, personal care, cleaning products, products for children and newborns, or intimate apparel.

Accessories (user manuals, CDs, cables, etc.) located in the product box, as well as its original packaging, are an integral part of the product. Consequently, when returning a product, you have the obligation to return it with the original packaging undamaged, protected by wrapping with stretch plastic wrap or packed in a cardboard box (without labels stuck on it, without cuts, tears, etc.) and together with all its accessories.

In case of withdrawal from the contract, the consumer is responsible only regarding the reduction of the value of the goods resulting from handling the goods other than those necessary to determine the nature, characteristics, and functioning of the goods. If the returned good shows damaged or incomplete original packaging, traces of wear, scratches, dents, electrical shocks, missing accessories, missing warranty certificates, the consumer is responsible regarding the reduction of the value of the goods. Before returning the product, please protect the original packaging with stretch plastic wrap or with a cardboard box. Do not cut the original packaging and do not stick labels or scotch tape on it.

The value of used products, with traces of wear (stains, scratches, dents, cracks, bumps, etc.), is accepted for return only after bringing them to conformity, involving the costs of sanitization, cosmetic processing, repair, replacement of any damaged parts, and bringing to a commercial form for sale as a Reconditioned / Refurbished product. The final value is established based on the value of the parts that need to be replaced and the labor for reconditioning or as the difference between the initial value of the new product and the resale value of the used product.

The value of products with damaged original packaging (cardboard crumpled and/or torn and/or cut and/or punctured and/or wet and/or with traces of labels, adhesive tape, pen, marker, etc.) is reduced by the value of bringing them to conformity.

The value of products with missing or incomplete original packaging (e.g., safety supports, cardboard or polystyrene protective elements, etc.) is reduced according to the value of bringing them to conformity.

Any change in the state of the products or damage to their original packaging that makes it impossible to sell the product as new automatically leads to the application of the return procedure subject to fees for restoring the products to the state in which they were delivered.
The reduction applies between 10%-90% of the initial value of the product. The reduction fee will be communicated to the customer upon receipt of the modified products.

- The returned product must be accompanied by the original warranty certificate, if issued by the manufacturer/distributor, except for warranty certificates issued in electronic format.
- If the returned products were accompanied by any bonuses/gifts, these must also be returned. Otherwise, their value is deducted from the return value.
- If you have purchased several products of the same type and want to return them all, please make sure that only one has been unsealed. The return of the other products is accepted only if they are sealed.

The consumer cannot exercise the right of withdrawal for the supply of sealed goods that cannot be returned for health protection or hygiene reasons and which have been unsealed by the consumer: food products, cosmetics, lingerie products, electronic products that have come into contact with skin/hair/oral cavity (for hygiene reasons, these are accepted for return ONLY after bringing them to conformity by replacing the elements that came into contact with skin/hair/oral cavity), etc.

The following product categories CANNOT be returned unless sealed:
1. Consumables (filters and filter cartridges, refill cartridges, batteries, printer cartridges, office accessories and stationery, etc.);
2. Personal care products, cosmetics, perfumes;
3. Products for intimate hygiene (pads, douches, intimate gel, toothbrush refills, etc.) and dental hygiene (toothbrushes, oral irrigators, etc.);
4. Warranty extensions;
5. Office supplies and stationery;
6. Products for children and newborns (diapers and food, hygiene and care, etc.);
7. Articles for pregnant women (maternity accessories and cosmetics for pregnant women, etc.);
8. If you have purchased several products of the same type and want to return them all, only one of the products can be unsealed; the rest of the products can only be accepted if they are sealed.
9. Products brought into stock following a firm special order and advance payment cannot be returned.

10. sealed products that cannot be returned for health protection or hygiene reasons and which have been unsealed by the consumer, regardless of whether they have been used or not after unsealing (e.g., cosmetics, toothbrush refills, in-ear headphones, drinks, food supplements, etc.);



These limitations apply according to E.U.G. 34/2014 art. 16.

. Return details
The return will be made according to the data below:

Moka gsm distribution S.R.L. - Returns Department
Address: Str. Piata 1 Decembrie Nr.5, Bihor, Oradea

E-mail: office@mokapo.ro
Working hours: Monday - Friday 10:00 - 17:00

The sender is responsible for the accuracy of the data entered on the transport document (AWB), as well as for the correct packaging and labeling of the parcels.
Parcels sent by the sender must be packed in a way that protects the product from factors that can lead to its damage throughout the transport (it is recommended to use safety elements, e.g., polyester, cardboard, bubble wrap, etc.). Also, it is recommended to pack the parcel so that it corresponds to the weight, shape, and nature of the content, as well as the method and duration of the transport. The packaging must protect the content so that it cannot be damaged by pressure or successive handling, and can be, as the case may be, cardboard boxes, plywood, wood, plastic filled with polystyrene.

The time frame for analyzing a withdrawal request from the contract may vary from 24 to 96 hours from the receipt of the product, but will not exceed the legal deadline for refunding the countervalue in accordance with the legislation in force.


Returns via fast courier or mail will not be made with cash on delivery. The refund of paid money will be made subsequently via bank transfer.

In order to avoid the refusal of damaged parcels and to verify the integrity of the products and accessories, we recommend that the return be made with the possibility of checking the parcel upon receipt.

In the situation where the parcel shows suspicion of damage and cannot be checked in the presence of the courier agent (in the absence of the parcel check option), it will be returned, to be recovered from the customer's address at the operator's expense; subsequently, the assessment report will be concluded in the presence of the delivery agent.


To request any compensation from the courier company, you can check the integrity of the returned product in the presence of the courier agent and we recommend that you request the conclusion of an assessment report.

According to E.U.G. No. 34/2014 regarding consumer rights in contracts concluded with professionals, as well as for the amendment and completion of some normative acts, "Before the expiry of the withdrawal period, the Consumer has the right to withdraw from this contract, without having to justify the withdrawal decision and without bearing other costs than those provided for in art. 13 para. (3) and art. 14, within 14 calendar days starting from the day on which they take physical possession of the product. The return costs are borne by the consumer." The return will be made within 14 calendar days from the withdrawal / cancellation / return request.

According to Law 449/2003, art 2 Lit a):

*Consumer - any natural person or group of natural persons constituted in associations, who, within the framework of contracts falling under the incidence of this law, acts for purposes outside their commercial, industrial, or production, artisanal, or liberal activity.

  • In cases where returned products show damage or are incomplete, show traces of wear, scratches, dents, electrical shocks, missing accessories, missing warranty certificates, we reserve the right to withhold an amount from the product value (value including VAT), an amount that will be communicated after the assessment of the damages caused.
  • Also, we reserve the right to refuse the acceptance of the return in case of abuse (repeated returns).
  • Please check the physical integrity of the parcels the moment you receive them from Fan Courier, Urgent Cargus, or SAME DAY Courier, in the presence of the courier and ask for the drafting of a damage assessment report if the products show signs of damage. Any subsequent complaint will not be taken into consideration.
  • Changing the invoicing data from an individual to a legal entity can be requested within a maximum of 48 hours from taking possession of the products. The resolution term is up to 30 working days. Only invoices that have the receipt issued by the courier company to the legal entity can be modified. Invoices issued at the headquarters cannot be modified.

  • If the products to be returned were accompanied by any bonuses, they must also be returned. If you have purchased several products of the same type and want to return them all, make sure that only one has been unsealed. The return of the other products is accepted only if they are sealed.

    Because the value of the reduction for the following products cannot be determined exactly: accumulators, batteries, chargers, printer cartridges, protective films, etc., these can only be returned sealed.

    Returns of products that have active accounts/passwords set by the customer will not be accepted.

    Fee charged for: Product price depreciation value
  • Refurbishment labor 1 (RON/min)
  • Fine scratches* 5.00%
  • Deep scratches** 10-35%
  • Missing accessories equivalent value - replaced part
  • Food residue sanitization cost based on materials used
  • Unsealed product (legal entities) 5-10%
  •   *fine scratches – are small, superficial, and do not cover more than 30% of the product surface
  •   **deep scratches – are easy to notice, deep, or cover more than 30% of the surface
  • Transportation costs + bank fees required for the refund of the product value are the responsibility of the customer.