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.
a) All returns must be unused and in their original condition (including all original protective packaging). Packaging must be unopened.
b) Shipping costs to return the product/s are at your own expense.
c) 'Clearance' or 'Seconds' items cannot be returned.
d) For hygiene reasons we do not exchange or refund Mattress Protectors, 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.
For Change of Mind returns, you have 30 days from receiving 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 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 contact us here.
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.
Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.
Rest assured your order is covered by a 365-day warranty, to initiate a claim we'll need the following:
- The original order number.
- The name of the product.
- Use the assembly instructions included to confirm the specific quantity, panel(s) and/or hardware affected.
- Include photos and/or a short video showing the issue as best you can.
- If this has arrived damaged, we'll also need a photo of the outer packaging to report back to our transport team.
Once you have gathered all necessary information, you can contact us here.
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.
