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We get it, sometimes you change your mind about a purchase. That’s why we have a Change of Mind Return Policy in addition to your rights under the Australian Consumer Law (including any rights in respect of faulty items). You may return most unused and unopened items within 30 days of receiving them (either for an exchange or a full refund of the price you paid for the item), provided you comply with the conditions listed below. Please note that original shipping fees for change of mind returns are not refunded. 

1. 1. 1. 1. All returns must be unused and in their original condition (including all original protective packaging). Packaging must be unopened.
         2. Shipping costs to return the product/s are at your own expense.
         3. 'Clearance' or 'Seconds' items cannot be returned.
         4. For hygiene reasons we do not exchange or refund Quilts/Duvets, Sheets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind.

These conditions apply only to Change of Mind returns and do not apply to items that are returned because they are faulty. If you have a faulty item to return, please click here.

Mocka is not required to accept Change of Mind Returns on items outside the specified return window or items that do not comply with this Change of Mind Returns Policy. 

Important reminder that this Change of Mind Return Policy is in addition to, and does not affect, your rights under the Australian Consumer Law including any rights you may have in respect of faulty items. 

It’s important to us that you are happy with your Mocka purchase. If you want to return a product, please take a look at the conditions required for either Change of Mind or Faulty items. If you meet these criteria, then please contact us here.

In the case of faulty items purchased from Mocka, any related return and refund rights we offer you will apply in addition to, and do not limit, other rights and remedies you may have under law, including the Australian Consumer Law. 

Here’s what to do if you identify a faulty item: 

• • • • within warranty for that item, you can contact us for return information.
        
      • outside the return window for that item please contact us here as you may still be entitled to store credit, replacement (where available), or refund.

When possible, please notify us of faulty items within 30 days from receipt of delivery. 

Don’t worry, faulty items do not have to be returned in their original packaging, but they must be packaged appropriately to avoid damage during the return shipping process.  

Additional factors such as age, price, the item's condition, and the disclosures made about the item may be relevant to your return and refund rights under the Australian Consumer Law. 

Firstly, we’re very sorry you received a less than perfect product. Now let’s see what we can do to fix that. If you receive a damaged or faulty product, could you please contact uswithin 24 hours where possible and include the following information so we can resolve this for you quickly: 

• • • • The original order number. 
      • The name of the product.
      • Some photos and/or videos showing the issue as best you can. Please include the item and carton photos. 
        
      • The batch number is the magic number! It’s the best way to ensure the replacement parts will fit your model. You can find this on the outer packaging of the item itself, hint: it’s a printed number in black writing that starts with the letter 5.
        
      • Which panel(s) and/or hardware were affected, using the assembly instructions that were attached. Please include the panel numbers and quantity. 
        
        

We need to let you know that if you go ahead and 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 ask that you hold onto all packaging until any issues associated with faulty or damaged products are resolved, as couriers won’t be able to collect a fully or partly assembled product for transport. 

It’s important to note that any product returned to us must be transported in suitably protective outer packaging and in a way that will protect against the usual risk associated with transportation.  

Regrettably, any loose products will be rejected by the courier. 

Oops, we’re sorry that you received the wrong product! We’re going to make this right ASAP; you can help us out by providing us with the following details here.

1. 1. 1. 1. Your order number
         2. A photo of the courier delivery sticker
         3. A photo of the full incorrect carton with the item details visible.

We know receiving a damaged order is very disappointing, please contact us within 24 hours where possible upon receipt of delivery, so that we can assist immediately. Contact us here.

Oh no, we understand this can sometimes happen. We need to let you know that Mocka is not required to accept any returned item that, as a result of customer negligence, misuse or tampering is, damaged, missing parts or in an unsellable condition. Please make sure you read our assembly instructions carefully and use the recommended tools. If you do need any help from us please contact us here

If you’re wondering how long you have to return a product, keep in mind there are two different categories for returns. 

For Change of Mind returns, you have 30 days from receipt of your order. 

For claims under Mocka’s Warranty, you have 365 days from receipt of your order. 

Remember, your Consumer Guarantee Rights last for a reasonable period. 

If it’s time for us to credit, refund or replace an item, and you’re wondering how long it will take - don’t worry we’re on it! As soon as we receive your returned product at the warehouse, we’ll start our process. Once the return has been approved you will receive an email with the information about how your return is being processed. Please note all returns will be processed to the original payment method and only to the original purchaser. 

Yes, you can return your Package Deal, but there are some things you need to know first.  

1. 1. 1. 1. If you are returning the complete package due to a change of mind all items must be unused and in their original condition.   
            
         2. If you are returning an item within the package due to a change of mind, it will be processed at the discounted price less the package discount. This price will differ from the current retail price as the item was purchased at the discounted package price and the package will no longer be applicable. 
            
         3. All products being returned for a change of mind must be in perfect condition, in their original packaging and shipping fees will be at the cost to you. 

Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.

Mocka offers a 365-day warranty on all our products. We will either credit, replace, or refund the original purchaser in line with this warranty. The warranty covers all manufacturing faults and defects. However, it does not cover wear, and tear or damage caused by use, accident, or failure to follow instructions. Please note any modifications made to the product will void the warranty. Our warranty is valid for 365 days from receipt of your order and is only valid for the original purchaser of the product. 

Where Mocka has replaced or refunded within warranty there is no obligation to collect the item or provide compensation for parts/boxes. 

The benefits provided to the consumer by Mocka’s warranty are in addition to other rights and remedies available to the consumer under the Australian Consumer Law. Remember, your Consumer Guarantee Rights last for a reasonable period, which will depend on the circumstances including the nature of the product, any representations made in relation to the product and how the product was used. 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

If you have a warranty claim, please contact us [insert contact us form] with the following information so we can resolve this for you: 

• • • • The original order number. 
      • The name of the product. 
      • Some photos and/or videos showing the issue as best you can. Please include the item and carton photos. 
      • The batch number is the magic number! It’s the best way to ensure the replacement parts will fit your model. You can find this on the outer packaging of the item itself, hint: it’s a printed number in black writing that starts with the number 5  
      • Which panel(s) and/or hardware were affected, using the assembly instructions that were attached. Please include the panel numbers and quantity.

We want you to enjoy your Mocka product for as long as possible. Here are some essential tips for caring for your pieces. 

For all furniture items:  

• • • • Remember to remove all liquid/food spills immediately with a dry cloth.  
        
      • When moving an item, please make sure to always LIFT the item and carry it into place – do not drag it.  
        
      • It’s also a good idea to regularly check and tighten hardware if needed, as it’s possible for flat-pack items to wear loose over time
        
      • Furniture warning stickers on certain units are required to inform our customers on proper care and use. We recommend keeping these stickers on to ensure proper use of the item. We are not responsible for any damage caused by removing them, specifically a sticky residue or tearing of the finish. 

For all fabric items:  

• • • • Please take a look at the specific care instructions on the website product page and care labels on the items themselves, as each fabric is very specific.

In the case of faulty items purchased from Mocka, any related return and refund rights we offer you will apply in addition to and do not limit, other rights and remedies you may have under law, including the Australian Consumer Law. 

Here’s what to do if you identify a faulty item: 

• • • • within warranty for that item, you can contact us for return information.
      • outside the return window for that item please contact us here as you may still be entitled to store credit, replacement (where available), or refund.

When possible, please notify us of faulty items within 30 days from receipt of delivery. 

Don’t worry, faulty items do not have to be returned in their original packaging, but they must be packaged appropriately to avoid damage during the return shipping process.  

Additional factors such as age, price, the item's condition, and the disclosures made about the item may be relevant to your return and refund rights under the Australian Consumer Law.