how can we help?
Can I return my product?
Yes! Mocka offers all customers a 100% no questions asked money back guarantee (subject to the terms below).
We want you to be 100% happy with your purchase. If you change your mind about a product purchased or simply wish to return it, you are welcome to do so for a full refund. The only conditions applying to change of mind returns are as follows:
- All returns must be unused and in their original condition (including all original protective packaging).
- You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related costs.
- The only products that cannot be returned are products marked 'Clearance' or 'Seconds'.
- The original shipping costs to you are not refunded.
- For hygiene reasons we do not exchange or refund Quilts/Duvets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind. Please ensure you select these products carefully before purchase.
For more information, please read our Returns and Exchanges section.
How do I return a product?
If you wish to return a product, please contact us at firstname.lastname@example.org and ask for a Returns Form. Please attach the completed Returns Form to the outside of each product being returned.
If you cannot print the Returns Form, please attach a note to the outside of the product, including details of the customer name, email address, delivery address, telephone number and order number (if known).
Send all products being returned to the delivery address stated on the Returns Form. Keep a record of your return shipment until you have received your credit, refund or exchange. We suggest that you return your product(s) using a tracked service.
Do I have to pay anything to return my products?
You are responsible for arranging the return of the product to us (including all postal or courier charges).
For change of mind returns, if the product(s) returned is not in its original packaging, then if we decide to accept the return, we may deduct $20 per carton to replace the packaging from the amount to be refunded or the value of the exchange.
What should I do if I receive the wrong product?
If you receive an item that you did not order, please email us at email@example.com and send us a photo of the courier ticket and carton, so we can get this corrected for you quickly.
How long do I have to return a product?
All change of mind returns must be received by us within 30 days of the date of your order. Claims under Mocka’s warranty must be made within 365 days of the date of the order. Your consumer guarantee rights last for a reasonable period.
What should I do if I receive a faulty product?
If you receive a damaged or faulty product, please email us at firstname.lastname@example.org and include the following information (so we can resolve this for you quickly):
- The original order number.
- The name of the product.
- The batch number on the outer packaging - this will be a six digit number starting in 8***** or an eight digit number starting in 5000. Locating the batch number will ensure the replacement parts will fit your model.
- Panel(s) numbers and/or hardware affected as per the assembly instructions.
- Photos and/or video showing the issue as best you can.
Please note that if you proceed to assemble a damaged or faulty product, Mocka will not be liable to provide any form of compensation or reimbursement for any additional hardware, panels or tools purchased to complete assembly.
We require you to hold onto all packaging until any issues associated with faulty or damaged products are resolved. Couriers will be unable to collect a fully or partly assembled product for transport. Any product returned to us must be transported in suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by the courier.
When will I receive my credit/refund/exchange?
We will endeavour to process your returned product as soon as we can once it is received at our warehouse. Once the return has been approved you will receive an email advising how your return is being processed.
Mocka offers a 365 day warranty on all of our products. Mocka will, at its discretion, repair, replace, credit or refund the original purchaser in satisfaction of this warranty. This warranty covers all manufacturing faults and defects. It does not cover wear, tear or damage caused by use, accident or failure to follow care instructions. Any modifications made to the product will void the warranty. This is valid for 365 days from the date of the order and is only available to the original purchaser of the product only.
Under no circumstances will Mocka be liable for any costs (including indirect and consequential loss) over and above the original purchase price. For example, any charges you incur as a result of hiring a third party to complete assembly or disassembly for you, is at your own expense.
Can I return my Package Deal?
Where a group of products are purchased as a set or Package (where the total price is reduced as part of the purchase of the products in the overall package) and you wish to make a return of one or more of these products for a change of mind, you must return all products included in the Package.
As per our returns policy, all products being returned for a change of mind must be in perfect condition and in their original packaging.
Can I return Seconds or Clearance products?
Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.