Easy Returns and Money Back Guarantee
When you purchase a Moku product on this website (https://www.moku.com.au/ or the Website) you have the opportunity for 30 days to return the product (the Product) for a full refund of the product purchase price, subject to the conditions below.
If your returned Product is accepted under this Guarantee Policy (the Policy) we will arrange to refund the product purchase price - otherwise the Product remains your property. It is important you understand and follow the procedures and terms below and the product is returned in "as new" and 100% re-saleable condition. The return delivery costs are the responsibility of the Purchaser.
Terms and Conditions
To return a Product and receive a refund under this Guarantee you ("You") need to be the original purchaser and the following procedures and terms and conditions must be adhered to:
|1.||Contact us before the deadline||You must contact us within 30 calendar days of delivery of your Product. If proof of delivery time is not available to us it is deemed to be 3 days after the despatch date. You will need to provide us the Order number and the Product Model Number (SKU).|
|2.||We will instruct on how to return||The Moku order management team will provide directions for the return of the Product. The return directions will require the customer to return at their own cost, or if we arrange postage/freight the agreed cost of this will be deducted from any refund.|
|3.||Products returned have to be in 'as new' condition||To conform with this policy the Product must be received by Moku in a 100% re-saleable condition:
- AS NEW: unused, not worn or damaged, and packaged "as new",
- INTACT AND COMPLETE: intact with all components and accessories, labels, and manuals,
- ORIGINAL PACKAGING: in all its original internal and external packaging, and
- WRAPPED TO PROTECT PACKAGING: with a protective outer wrapping to protect from labels and writing on package (we recommend wrapping in brown paper or equivalent).
NOTE: do NOT write on or stick anything on the product or its packaging. Please only write or place postage stickers on the protective wrapping. Non-adherance to this condition may result in the product return being rejected or You incurring a re-packaging fee ranging from $10 to $30 which will be deducted from your refund or your store credit.
|4.||Return within 7 days||You must then return the product as per our directions within 7 days of us authorising the return. Items remain your property until the point that Moku accepts them under this Policy, if they decide to do so. So while they are in transit as a return they are at your risk so please ensure they are securely packed. Moku recommends you arrange shipping tracking and insurance. Moku will not be responsible for any return items lost or damaged in transit under this Policy.|
|5.||Moku will determine the validity of the return||Moku has the sole right to assess the condition of the Product before approving a refund, credit or replacement.|
|6.||We refund or credit the Product purchase price less any delivery or repackaging fee(s)||Where the terms and conditions of this Guarantee have been met, we will accept the Product as a return and approve a refund or credit and will send an email confirming this. Moku will refund the purchase price of the returned Product less its Delivery Costs.
Where the terms and conditions of this Guarantee have not been met, we may reject the Product as a return and disapprove any refund. If Moku rejects the return the Product will remain Your property. If the return is rejected, You may elect to arrange collection of the Product from Moku or seek to agree a delivery of the Product back to You.
If Delivery Costs have been incurred by Moku in facilitating the return process these will be payable by You to Moku. Moku reserves the right to deduct such Delivery Costs from any refund or store credit with Moku. Delivery Costs include the actual costs paid by, or the costs advised by, Moku to deliver the product to you and/or collect/return it, or if these costs are not available, will be calculated at the current Website delivery rates for purchases for each delivery leg.
Where possible, refunds will be executed through a reversal of the initial customer transaction. The customer will be provided with e-mail acknowledgement once the refund is processed. Moku accepts no responsibility for any delays in receipt of the refund due to payment gateway or financial institution processes.
|7.||The return may affect discounts allocated to the original order||Where the reversal of a sale of an item requested to be returned would have changed or not allowed a discount or discounts, or rebate(s), or free item(s) or other promotional benefit in its original order Moku will effect that change or cancellation by one or more of the following methods: