I. Warranty-Related
Q1: What is the warranty period for Moku Eyewear?
A: All Moku Eyewear products come with a 1-year free warranty from the date of delivery, subject to the signature date on the delivery order or the logistics receipt date.
Q2: What documents are required to claim warranty service?
A: You need to provide a complete warranty card and purchase certificate (e.g., order screenshot, invoice). The information on the certificates must match the product and must not be altered or forged; otherwise, warranty service cannot be provided.
Q3: Is there a time limit for free adjustment services?
A: No time limit. Whether within the warranty period or not, you can visit any Moku offline store or contact customer service to enjoy free adjustment services such as nose pad adjustment, temple angle adjustment, and screw tightening.
Q4: Are lens scratches covered by the warranty?
A: No. Lens scratches are normal wear and tear during daily use and are not covered by the warranty. It is recommended to take good care of the lenses daily and avoid contact with sharp objects.
II. Usage & Maintenance
Q1: How to properly clean Moku Eyewear lenses?
A: It is recommended to wipe with a special cleaning cloth and neutral detergent or clean water. Avoid using corrosive liquids such as alcohol and gasoline to prevent damage to the lens coating. Before cleaning, rinse with clean water to remove surface dust and reduce scratches during wiping.
Q2: What to do if the frame is deformed or screws are loose?
A: If the deformation is caused by non-human factors and within the warranty period, free repair is available. Loose screws can be tightened for free directly at offline stores, or you can contact customer service for simple tightening guidance.
Q3: Are there additional maintenance requirements for special-function lenses (e.g., blue light-blocking, progressive lenses)?
A: In addition to regular maintenance, avoid prolonged exposure to sunlight or high-temperature environments. For blue light-blocking lenses, prevent the coating from being scratched by sharp objects. For progressive lenses, keep the optical center aligned with the pupils, and adjust promptly if wearing is uncomfortable.
III. Return & Exchange-Related
Q1: Can I return or exchange Moku Eyewear without a reason?
A: Within 7 days from the date of delivery, you can apply for a no-reason return or exchange if the product is unused, undamaged, and the original packaging and accessories are complete. Beyond 7 days, return or exchange services are only provided for quality issues.
Q2: Can customized eyewear (special prescriptions, engravings) be returned or exchanged?
A: Except for manufacturing quality issues, customized eyewear does not support no-reason returns or exchanges. Please confirm prescription parameters and customization requirements before placing an order.
Q3: Who bears the shipping cost for returns or exchanges?
A: Shipping costs for returns or exchanges due to product quality issues or wrong delivery are borne by Moku. For no-reason returns or exchanges due to personal reasons (e.g., inappropriate style), shipping costs are borne by the user.
IV. Other Questions
Q1: Can I enjoy warranty and adjustment services offline for Moku Eyewear purchased online?
A: Yes. With a valid warranty card and purchase certificate, you can enjoy the same warranty, adjustment, and repair services at any Moku offline store nationwide.
Q2: What is the approximate warranty/repair cycle?
A: The cycle for free repairs within the warranty period is generally 3-7 working days. For non-warranty repairs, the work will be completed within 3-7 working days after the user confirms the quotation. For details, please consult the staff.