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My product has arrived faulty / damagedUpdated 4 months ago

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. 
  • The batch number is the magic number! You can find this on the original outer packaging or on the item itself, hint: it’s a printed number in black writing that starts with the letter 5.

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 assembly services, 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. 

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