Returns

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 an item purchased or simply wish to return it, you are welcome to do so for a full refund (less shipping costs).  The only conditions applying to returns are as follows:

  1. All returns must be unused and in their original condition (including all original protective packaging).
  2. 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.
  3. The only products that cannot be returned are items marked 'Clearance'
  4. The original shipping costs to you are not refunded.

If you return an item without its original packaging, or if not in perfect, unused condition, we reserve the right to deduct $20 per item from the amount to be refunded. Please note - Our distribution Centre in Brisbane does not have public access. All returns must be made via a courier service.

How do I return a product?

If you wish to return a product, please contact us at hello@mocka.com.au and ask for a Returns Form. Please attach the completed Returns Form to the outside of each item being returned. If you cannot print the Returns Form, please attach a note to the outside of the item, including details of the customer name, email address, delivery address, telephone number and order number.

Send all items being returned to the delivery address stated on the Returns Form. Keep a record of your return shipment until you have received your replacement, credit or refund.

All products being returned must be in perfect condition and in their original packaging. Please note - Our distribution Centre in Brisbane does not have public access. All returns must be made via a courier service.

What should I do if I receive a faulty product?

If you receive a damaged or faulty item, please email us at hello@mocka.com.au 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. In addition, any charges you incur as a result of hiring a third party to complete assembly for you, is at your own expense.

Mocka offers a 365 day warranty on all of our products. 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 available to the original purchaser of the product only.

We require you to hold onto all packaging until any issues associated with faulty or damaged products are resolved. All returns (including damaged items) will need to be returned to us in their original packagin, or alternative similar protective packaging. 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 items will be rejected by the courier.

 

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.
Do I have to pay anything to return my products?

You are required to pay the cost of returning the item(s) to us (including all postal or courier charges).

If the item(s) returned is not in its original packaging, then if we decide to accept the return, we may deduct $20 per item from the amount to be refunded.

When will I receive my replacement item/credit/refund?

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 (the items must be in perfect condition and in their original packaging) you will receive an email advising how your return is being processed. PLEASE NOTE: Mocka reserves the right to reject returns outside the 30 day return period, or items which are returned that are not in their original condition and/or packaging.