Return Policy
In line with our desire to achieve maximum customer satisfaction, Mochenz takes utmost care of product quality, packaging and shipment. Be assured that every product we offer for sale on our website or offline retail stores nationwide is brand new, of genuine quality and complete with the full warranty of the Original Equipment Manufacturers (OEMs). But in the rare event that you are not fully satisfied with what you purchased, just return it to us.
Our Returns policy may vary slightly depending on the product. However, our valid return policy is within SEVEN (7) working days from the delivery date
‘Return’ is defined as the action of receiving from a buyer an item purchased from any of our stores or on Mochenz website due to any of the following:
• Item was defective
• Item was damaged during the shipping process
• Product(s) was missing from our own end
• Wrong item(s) was delivered
We hereby, encourage our esteemed customers to review the listing before making a purchase decision. In the event that a buyer orders a wrong item, the buyer shall not be entitled to a return/refund.
How do I return an item sold and shipped online?
For orders placed online, kindly fill your return request online if you’ve received an item in a Damaged, Defective or Not as Described state.
Package the item you wish to return along with all original packing materials, seal intact and accessories, freebies, then mail as directed.
If the item was purchased as a BUNDLE; it needs to be returned with all bundled items.
Drop the item you wish to return to any of in-store friendly customer service or send your items to Mochenz Tech at 26 Alabi Street, Gbagada, Lagos or drop off your items at one of our retail stores who will process the delivery on your behalf. You may be required to pay a shipping fee.
How do I return an item bought in a store?
If you’ve purchased an item in a ‘Damaged’ or ‘Defective’ state from any of our outlets, please fill a copy of the return form and submit in any of our retail stores nearest to you together with the item(s). Item should be accompanied with a complete return form.
Package the item you wish to return along with all original packing materials, seal intact and accessories, freebies, then mail as directed.
If the item was purchased as a BUNDLE; it needs to be returned with all bundled items.
You can also drop items to Mochenz Tech at, 26 Alabi, Gbagda, Lagos or drop off your items at any of our retail stores who will process the delivery on your behalf (You may be required to pay a shipping fee).
Policy overview
You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:
All original packaging such as boxes, bags, tags, etc.
Accessories such as cords and remote controls
Certificates, manuals, warranty, and rebate cards
“Free gifts” or bonus items
All items included in a bundle
Exceptions for Returns:
There are certain scenarios where it may be difficult for us to support returns:
• It must be returned still in NEW condition (For electronic items, the seal must not be broken except for cases of manufacturers defect
• Return request is made outside the specified time frame,
• Anything missing from the package you’ve received including price tags, labels, original, packing, freebies and accessories,
• Defective/damaged products that are not covered under the manufacturer’s warranty,
• Product is damaged due to misuse,
• Products with tampered or missing serial numbers,
A non-defective product shall only be accepted, if a customer is requesting for an exchange. Products sold in a clearance sale are final and are not eligible for return. It needs to be returned alongside a filled RETURNS FORM.
Refund Activation
Upon receipt, we will check and let you know whether the ordered product is eligible for return or not. We will replace or proceed with refund by bank transfer, if required within 3 to 5 working days. Kindly note that replacement cases are subject to availability of the product at the time of the return process.
NB: Bank Transfers may take up to two weeks from the day you passed your quality check to be processed.
For further enquiry, please call 09092969471, 09069970357 or 07174620011
Thank you for choosing Mochenz Tech.