Returns & Exchanges
Yes! X&Y 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 (less shipping costs). 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 7 days of the date of your order and you are responsible for arranging the return and all related costs.
- No returns or refunds would be possible on items bought in the following scenarios: (i) those on sale, (ii) those with a discount code, (iii) those via international orders or (iv) those through Cash on Delivery, (v) those bought in exhibitions or pop ups
- The original shipping costs to you are not refunded.
- The refund will be made via the same payment method used to make the purchase. You will receive email confirmation of the return once it has been completed. If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process
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.
– Photos and/or video showing the issue as best you can.
Please note that if you proceed to assemble a damaged or faulty product, X&Y 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.
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.
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.
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.
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.