Returns & Refunds Policy

At Mokki, we take great care in sourcing, packing, and delivering our products. By placing an order on mokki.co.nz, you agree to the terms outlined below.

Damaged or Faulty Products

If your order arrives damaged, faulty, or incorrect, please contact us at hello@mokki.co.nz within 3 business days of receiving your order.

We will assess the issue and, where appropriate, offer a replacement, exchange, or refund. Please include your order number and photographs of the product and packaging to help us resolve the matter promptly.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us within 2 hours of placing your order.

If your order has already been processed but has not yet been dispatched, we may still be able to cancel it. However, any non-refundable payment processing fees incurred may be deducted from your refund.

Once an order has been dispatched, it cannot be cancelled.

Returns & Refunds

Due to the nature of our products, including food and perishable goods, we are unable to accept returns or provide refunds for products that have been opened.

Refunds may only be considered for unopened products returned in their original condition and packaging, subject to approval by Mokki.

We do not offer refunds for change-of-mind purchases once a product has been opened, nor do we provide refunds if a product does not meet personal taste preferences or expected results.

Exchanges

Where an exchange is approved, customers may exchange their purchase for another product of equal value.

If the replacement product is of a higher value, the customer will be responsible for paying the difference.

Return Shipping

Unless a product is faulty, damaged, or incorrect, all return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as Mokki cannot be responsible for returns lost in transit.

How to Request a Return or Exchange

To request a return, exchange, or report an issue with your order, please email hello@mokki.co.nz within 3 business days of receiving your order.

Please include:

• Your order number

• A description of the issue

• Photographs of product

If a return is approved, the product must be returned within 5 business days of receiving return instructions.

Return Address
[Please insert your return address here]

Consumer Guarantees Act

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993.

Contact Us

If you have any questions regarding this Returns & Refunds Policy, please contact us at:

hello@mokki.co.nz