Frequently Asked Questions (FAQ):-

Shipping & Orders:-

What are the delivery charges?
                The delivery charge varies with each Seller.
Sellers incur relatively higher shipping costs on low-value items. In such cases, charging a nominal delivery charge helps them offset logistics costs. Each product has delivery charges of Minimum Rs 45 charge for delivery per item is applied if the order value is less than Rs 500.

 
How can I check my order status?
                You can check the status of your order by clicking the “Track Order” below.

How long does it take to deliver the product after it has been dispatched?
                It usually takes between 4 to 7 days to deliver the order after it has been dispatched. This varies depending upon your and Seller’s location.
We will notify you on your registered contact details via Email or  SMS with the tracking number and courier or delivery partner details, once the order has been dispatched.
In case a seller is unable to fulfill the order on time, we will transfer the order to another Seller. If the order still can’t be fulfilled, the same will be cancelled and your refund will be processed. The refund would be credited to your account within 2-3 weeks after the order is cancelled.


Why is my order not delivered within the expected delivery date?
                It is possible that the Seller or our courier partners have a holiday between the day you placed your order and the date of delivery, which is based on the timelines shown on the products. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored into the delivery dates. In some cases, there could be a delay depending upon your shipping address, Seller’s location, courier services, and unfavorable climatic conditions

Can I change my delivery address after I place an order?
                No currently, we don’t allow to change the address once the order is placed.

Are there shipping and delivery charges for my order?
                Shipping and delivery charges may apply depending on the item you purchased, the price and your location. You can find these charges on the item’s information page.

What do I do if my product is delivered to the wrong address?
                In case, you discover that the Courier Company has delivered your package to the wrong address, you should immediately contact us at 24/7 helpline or mail us at [email protected] We will follow up with the courier partner and notify you at the earliest possible.

Why have I received a partial order?
                Since your products may be shipped from different sellers, orders with multiple products and different delivery timelines will be delivered to you separately.

What is the estimated delivery time?
                Sellers generally ship the items within the time specified on the product page. Business days exclude public holidays and Sundays.
Estimated delivery time depends on the following factors:

  • The Seller offering the product
  • Product’s availability with the Seller
  • The destination to which you want the order shipped to and location of the Seller.
  • Pin codes.
  • Damaged During Transit

Which courier will deliver my item?
                We use a network of trustworthy partners based on their speed to pick your item from the seller and deliver it to you.

Why does delivery time for the same product vary from seller to seller?
                The number of days could vary depending upon your shipping address and seller’s location.

Does Mocoffer.com deliver to my location?
                Enter your PIN code in the PIN code tool located on the item’s information page. It will confirm if we deliver to your location. We almost delivered 10,000+ Pin codes

Are there any hidden costs on items sold by Sellers on Mocoffer.com?
                There are “No hidden” charges when you make a purchase on Mocoffer.com. Listed prices are final and all-inclusive. The price you see on the product page is exactly what you would pay.
Delivery charges are not hidden charges and are charged extra depending on the Seller’s shipping policy.

Why is the COD option not offered in my location?
                The availability of COD depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery.
Our courier partners have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit. Please enter your pin code on the product page to check if COD is available in your location.

Delivery was attempted but I was unavailable. What next?
                Do not worry, our courier will try to attempt to deliver your order over the next 2 days. In case you’re unable to respond to our calls. Immediately reaches us on s[email protected] so we will schedule the delivery according to your convinces.

How can I get my orders delivered faster?
                Currently, we do not have faster delivery option available. However, we always try to deliver the order on or before the expected delivery date.

The order status is ‘Delivered’ but I have not received it. What should I do?
                Check with your neighbour /front desk, and friends, etc. if someone accepted the package. If no one accepted delivery, immediately reaches us on [email protected]  

I am unable to track my shipment. What should I do?
                Courier companies update the tracking number on their website after the shipment is handed over to them. Sometimes it takes up to 48-72 hours for the tracking number to get updated. However, the shipment is on its way to its destination. If you have recently received the shipment details, we would recommend you to wait and try tracking on the website after some time. If the tracking number is still not updated, please get in touch with us at [email protected]

Does Mocoffer.com deliver internationally?
                No, Mocoffer.com does not deliver to international locations. But we will ensure that we developing our Branches all over the world. Anyhow some sellers may ship internationally also but it is purely based on the seller policy. For international shipping, you can directly contact us at [email protected]. Courier charges may vary due to customs duties and other taxes

What is RTO?
                “Return To Origin” or RTO means that the courier company tried to deliver the order at your address but could not deliver the same due to any of the following reasons:
Hence, it is shipped back to the sender

  • You are not available to receive the order.
  • Your location is out of the delivery area of the courier.
  • The payment is not ready with you at the time of delivery.
  • Your address is not traceable.
  • The mobile number is Not reachable.

Still, you wish that following items corrected and delivery does not happen means you can directly reach us on [email protected] 

I need to return an item, how do I arrange for a pick-up?
                Returns are easy. Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return.
Wherever possible our Logistics partner will facilitate the pick-up of the item. In case, the pick-up cannot be arranged through Mocoffer.com or our Logistic Partners, you can return the item through a third-party courier service. Return fees are borne by the Seller.

What happens after an RTO is received by  Mocoffer.com?
                If it is a Cash On Delivery Order, the product will be sent back to the seller. If it is a Prepaid Order, we will refund the amount to your bank account within 24-48hours.
Hence, it is shipped back to the sender.

Can I club my orders from different sellers to be delivered together?
                No, sellers could be located in different locations. We want your items to reach you at the earliest, so we ship them separately.

Can I cancel my replacement request?
                No problem. If you change your mind, you can refuse the pickup of your item.

Why can’t I track my order even though it has been shipped?
                Courier services usually take up to 24-48 hours to activate tracking for an order once it’s shipped. Please check again after the mentioned time frame.

My order status shows ‘Out for Delivery’, but I haven’t got it yet. When will I get it?
                The courier service will contact you for delivery of your order. Please check your SMS for more details.

Can I make changes to my order?
                You can change your order anytime before payment or just cancel this order and create a new one. We do not recommend changing it after you made the payment as it may delay your order.


My order has reached the nearest delivery hub, but why isn’t it out for delivery yet?
                The courier service delivering your order is responsible for making sure that your order reaches you within the delivery date. Rest assured, you’ll get an SMS once your shipment is out for delivery.

Can I take the shipment after opening and checking the contents inside?
                No, as per company policy, a shipment can’t be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns.


My order is still under processing. When will it be shipped?
                Total Delivery Time = Processing Time + Shipping Time
The processing time depends on the specifications of the products. Our average processing time is 2-5 days.

What should I do if my order is approved but hasn’t been shipped yet?
                Sellers usually ship orders 2-3 business days before the delivery date so that they reach you on time. In case your order hasn’t been shipped within this time please contact our Customer Support so that we can look into it.

How do I cancel my order? Can I get my money back after cancellation?
                We offer a full refund if the order is cancelled before it is shipped. You should submit a ticket to request cancellation in our support center of the app or Website. We will NOT accept order cancellation request if the orders have been shipped.

What should I do if I don’t get the invoice for my order?
                Sellers send a hard copy of the invoice in the shipments. A soft copy is also emailed to you within 24-48 hours of delivery in the delivery confirmation email sent to your registered email ID.

How will my order be delivered?
                All orders are shipped by sellers through courier services who deliver the packages to your doorstep or the nearest pick-up store if the option is selected.

Should I call Mocoffer.com  Customer Care for installation once my product is delivered?
                No not necessary, to make sure that you have a smooth and hassle-free experience, the installation is automatically arranged for your product by the seller within 2-5 business after the item is delivered or you can directly call the Brands Toll free number for the instant installation. You will also get an SMS with the exact installation details after delivery.

Why is the ‘Cash on Delivery’ payment mode not available at my location?
                The availability of the ‘Cash on Delivery’ payment mode depends on the courier services delivering to your location. Please enter your pin code on the product page to check if this payment mode is available at your location. Courier service providers also have limits on the amount you can pay through cash on delivery based on the destination and your order could have exceeded this limit.

What do you mean by “Out of Stock”?
                An item is marked as ‘Out of stock’ when it is not available with any of the Sellers at the moment; you can place an order once it is back in stock. 

Where can I find the seller’s returns policy?
                You can see the respective seller’s Return policy on the product page.


If I have a complaint about the courier executive who came to deliver my order?
                You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint or you can directly reach us at [email protected]

What are the modes of refund available after cancellation?
                You will receive a refund in the same mode of payment through which the payment was made.

What should I do if a service center denied my request to repair the product?
                Please contact our Customer Support with the service center details so that we can look into this. Reach us at [email protected]

Payments:-

How can I order for large quantities of the product as part of a corporate order?
        You can write to [email protected] for your corporate gifting requirements.

Is Cash on Delivery (COD) option available?
        Yes, Cash on Delivery option is available on selected products.

What all the Credit cards are eligible for EMI?
  EMI is available for Credit cards from the following banks:     

  • Citi
  • SBI
  • HDFC
  • Kotak
  • Standard Chartered
  • HSBC
  • Axis
  • ICICI
  • IndusInd

How will I know whether COD is available on my product?
                Yes, Cash on Delivery option is available on selected products. To check if the COD is available at your pin code please kindly mentioned the pin code at the search place.

Can I combine the balance on my Gift Cards amount with Cash on Delivery to pay for an order?
                COD payments cannot be combined with other payment modes.

If I have a saved card on Mocoffer.com, will I be able to use a new card for my next payment?
                Yes. Even if you’ve saved your card details on Mocoffer.com, you always have the option to use any other credit/debit card to pay.

What is the amount I can shop for with Cash on Delivery payment option?
                You can shop up to Rs. 19,999 using Cash on Delivery (COD) option.

Why has my EMI payment plan not been activated yet?
                Please get in touch with your Bank, if your EMI plan has not been activated yet.

I had opted to save my card at the time of payment but my card was not saved. Why?
                If you choose to save your card at the time of making the payment, then the only time your card may not get saved is when the payment fails due to the card being invalid. If the payment was successful and the card was not saved, then you may contact us and we will help you out.

What are the different modes of payment available?

You can use any one of the following payment methods:

  • Credit card
  • Debit card
  • Net Banking
  • Cash on Delivery
  • E-Gift cards
  • Wallets
  • Card less EMI

My transaction failed but the money is deducted from my account. What should I do?

                Be clam, it will be reversed instantly by your Bank. You can check your account balance to confirm. And sometimes it may also take 24hrs – 48hrs to deposit in your account.

What is Cash on Delivery?

                If you are not comfortable making an online payment on Mocoffer.com or You are having any Trust issues regarding the Mocoffer.com Service, you can Choose for the Cash on Delivery (COD) payment method instead. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online, when receiving the order customer should need to show the valid proof to the Delivery agent. The maximum order value for a Cash on Delivery (COD) payment is ₹19,999. Foreign currency cannot be used to make a COD payment. Only Indian Rupees accepted.

How do I pay using a credit/debit card?

                Mocoffer.com accepts the payments made by Credit/Debit cards issued in India.

Credit cards: –

  We accept payments made using Visa, MasterCard, and American Express credit cards. To pay using your credit card at checkout, you will need your card number, Expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password or OTP.

Debit cards: –

  We accept payments made using Visa, MasterCard, and Maestro debit cards. To pay using your debit card at checkout, you will need your card number, Expiry date, three-digit CVV number. You will then be redirected to your bank’s secure page for entering your online password or OTP to complete the payment.

 How does credit card EMI payment work?
                For all EMI payments, first, the full order value on the credit card gets charged. This then later gets converted into EMIs (by the respective bank) and the excess amount goes back to the card. This process usually takes 5-12 workings days. Mocoffer.com does not charge any processing fee on EMI payments. The Order value should be above Rs. 3000/- her the cost of a single item or Total cart items in the same order)

Is it safe to use my credit/debit card on Mocoffer.com?

                Yes, all your online transactions on Mocoffer.com is secure with the highest levels of transaction security currently available on the Internet and 100% kept highly confidential. Mocoffer.com uses the latest bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.
All credit card and debit card payments on Mocoffer.com are processed through secure and trusted payment gateways (Such as Cashfree,  Razorpay, Paytm etc.) managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

Whether I opted to save card details. What details are saved?

Mocoffer.com will only save:

  • Card number
  • Card holder’s name
  • The Expiry date of the card

We do not save the CVV number or the 3D secure password.

 Whether, can I use my debit card for EMI payments on my purchase?

                EMI Payments can be done only through a credit card, But Some debit cards may use for Debit card EMI depends upon Bank.

What steps does Mocoffer.com take to prevent card fraud or Action?
                Mocoffer.com realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.
In some cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents (Such as Aadhaar card, Bank Statements, ID proofs). The ID documents help us ensure that the purchases were indeed made by a genuine cardholder.

Whether the Internet Banking feature is available to make a payment?

                Yes, Mocoffer.com offers you the convenience of using your bank’s Internet Banking service to make a payment towards your order. With this, you can directly transfer funds from your bank account while conducting a highly secure transaction. We accept payment through Internet Banking by various banks operated in India.

Can I make a credit/debit card or Internet Banking payment on Mocoffer.com through my mobile?
                Yes, you can make Internet banking, Debit and credit card payments through the Mocoffer.com mobile site and application. Mocoffer.com uses the latest encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

How does ‘Instant Cash back’ work?
                The ‘Cash back’ offer is instant and exclusive to www.mocoffer.com. The cashback amount will automatically get discounted and you only pay the final price you see in your shopping cart.  

How can I confirm my COD order?
                Once you place a COD order, we will send you the confirmation over email Or SMS. Your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.  In case you don’t receive any confirmation Mail us on [email protected]

  • The maximum order value for COD is 19,999/-.
  • Gift Cards cannot be used for COD orders.
  • Cash-only payment at the time of delivery.

How do I delete a saved credit/debit card?
                Click on ‘Saved Cards’ in the ‘My Account’ section. You will be able to delete saved cards.

When will I get my wallet cash back?
                Usually, cash back gets credited to your account instantly after a successful transaction or within the next 120 days. However, in some instances it may vary, depending upon the Terms & Conditions of the cash back offer.

 

What is UPI?
                Unified Payments Interface (UPI) is an instant payment system developed by the National Payments Corporation of India (NPCI), an RBI regulated entity. UPI is built over the IMPS infrastructure and allows you to instantly transfer money between any two parties’ bank accounts.

Is UPI secure?
                UPI system is operated by the National Payments Corporation of India (NPCI). Since the transactions take place using VPA and without the use of bank account details, only NPCI to which account every VPA is linked. Here the banks act as a receiver and sender of the funds. No direct involvement of banks is present in the transactions. It’s the NPCI which does the transaction

What is VPA?
                VPA (or UPI ID) is a virtual payment address by which you can send or receive money to any bank account digitally without any hassle 24×7.  

How can I order for large quantities of the product as part of a corporate order?
You can write to [email protected] for your corporate gifting requirements.

Is Cash on Delivery (COD) option available?
Yes, Cash on Delivery option is available on selected products.

What all the Credit cards are eligible for EMI?
EMI is available for Credit cards from the following banks:
• Citi
• SBI
• HDFC
• Kotak
• Standard Chartered
• HSBC
• Axis
• ICICI
• IndusInd

How will I know whether COD is available on my product?
Yes, Cash on Delivery option is available on selected products. To check if the COD is available at your pin code please kindly mentioned the pin code at the search place.

Can I combine the balance on my Gift Cards amount with Cash on Delivery to pay for an order?
COD payments cannot be combined with other payment modes.

If I have a saved card on Mocoffer, will I be able to use a new card for my next payment?
Yes. Even if you’ve saved your card details on Mocoffer, you always have the option to use any other credit/debit card to pay.

What is the amount I can shop for with Cash on Delivery payment option?
You can shop up to Rs. 19,999 using Cash on Delivery (COD) option.

Why has my EMI payment plan not been activated yet?
Please get in touch with your Bank, if your EMI plan has not been activated yet.

I had opted to save my card at the time of payment but my card was not saved. Why?
If you choose to save your card at the time of making the payment, then the only time your card may not get saved is when the payment fails due to the card being invalid. If the payment was successful and the card was not saved, then you may contact us and we will help you out.
What are the different modes of payment available?
You can use any one of the following payment methods:
•Credit card
•Debit card
•Net Banking
•Cash on Delivery
•E-Gift cards
•Wallets
• Card less EMI

My transaction failed but the money is deducted from my account. What should I do?
Be clam, it will be reversed instantly by your Bank. You can check your account balance to confirm. And sometimes it may also take 24hrs – 48hrs to deposited in your account.

What is Cash on Delivery?
If you are not comfortable making an online payment on Mocoffer or You are having any Trust issues regarding the Mocoffer Service, you can Choose for the Cash on Delivery (COD) payment method instead. With COD you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online, when receiving the order customer should need to show the valid proof to the Delivery agent. The maximum order value for a Cash on Delivery (COD) payment is ₹19,999. Foreign currency cannot be used to make a COD payment. Only Indian Rupees accepted.

How do I pay using a credit/debit card?
Mocoffer accepts the payments made by Credit/Debit cards issued in India.

Credit cards: –
We accept payments made using Visa, MasterCard, and American Express credit cards. To pay using your credit card at checkout, you will need your card number, Expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank’s page for entering the online 3D Secure password or OTP.

Debit cards: –
We accept payments made using Visa, MasterCard, and Maestro debit cards. To pay using your debit card at checkout, you will need your card number, Expiry date, three-digit CVV number. You will then be redirected to your bank’s secure page for entering your online password or OTP to complete the payment.

How does credit card EMI payment work?
For all EMI payments, first, the full order value on the credit card gets charged. This then later gets converted into EMIs (by the respective bank) and the excess amount goes back to the card. This process usually takes 5-12 workings days. Mocoffer does not charge any processing fee on EMI payments. The Order value should be above Rs. 3000/- her the cost of a single item or Total cart items in the same order)

Is it safe to use my credit/debit card on Mocoffer?
Yes, all your online transactions on Mocoffer is secure with the highest levels of transaction security currently available on the Internet and 100% kept highly confidential. Mocoffer uses the latest bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.
All credit card and debit card payments on Mocoffer are processed through secure and trusted payment gateways (Such as Cashfree, Razorpay, Paytm etc.) managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

Whether I opted to save card details. What details are saved?
Mocoffer will only save:

 Card number
 Card holder’s name
 The Expiry date of the card
We do not save the CVV number or the 3D secure password.

Whether, can I use my debit card for EMI payments on my purchase?
EMI Payments can be done only through a credit card, But Some debit cards may use for Debit card EMI depends upon Bank.

What steps does Mocoffer take to prevent card fraud or Action?
Mocoffer realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.
In some cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents (Such as Aadhaar card, Bank Statements, ID proofs). The ID documents help us ensure that the purchases were indeed made by a genuine cardholder.

Whether the Internet Banking feature is available to make a payment?
Yes, Mocoffer offers you the convenience of using your bank’s Internet Banking service to make a payment towards your order. With this, you can directly transfer funds from your bank account while conducting a highly secure transaction. We accept payment through Internet Banking by various banks operated in India.

Can I make a credit/debit card or Internet Banking payment on Mocoffer through my mobile?
Yes, you can make Internet banking, Debit and credit card payments through the Mocoffer mobile site and application. Mocoffer uses the latest encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

How does ‘Instant Cashback’ work?
The ‘Cashback’ offer is instant and exclusive to www.mocoffer.com. The cashback amount will automatically get discounted and you only pay the final price you see in your shopping cart.

How can I confirm my COD order?
Once you place a COD order, we will send you the confirmation over email Or SMS. Your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment. In case you don’t receive any confirmation Mail us on [email protected]
 The maximum order value for COD is 19,999/-.
 Gift Cards cannot be used for COD orders.
 Cash-only payment at the time of delivery.

How do I delete a saved credit/debit card?
Click on ‘Saved Cards’ in the ‘My Account’ section. You will be able to delete saved cards.

When will I get my wallet cashback?
Usually, cashback gets credited to your account instantly after a successful transaction or within the next 120 days. However, in some instances it may vary, depending upon the Terms & Conditions of the cashback offer.

What is UPI?
Unified Payments Interface (UPI) is an instant payment system developed by the National Payments Corporation of India (NPCI), an RBI regulated entity. UPI is built over the IMPS infrastructure and allows you to instantly transfer money between any two parties’ bank accounts.

Is UPI secure?
UPI system is operated by the National Payments Corporation of India (NPCI). Since the transactions take place using VPA and without the use of bank account details, only NPCI to which account every VPA is linked. Here the banks act as a receiver and sender of the funds. No direct involvement of banks is present in the transactions. It’s the NPCI which does the transaction

What is VPA?
VPA (or UPI ID) is a virtual payment address by which you can send or receive money to any bank account digitally without any hassle 24×7.

Cancellations,Returns and Refund:-

Can I change the quantity of my order?
We recommend you to place a new order for the same product with a changed quantity.

Can I modify my order?
            Yes you can modify the following details of your order as long as it has not been ready to dispatch
·Shipping Address

  • Contact No
  • Size (As per availability)
  • Color (As per availability)


What areMocoffer.com 7 Days Easy Returns Policy?
            Our 7 Days Easy Returns Policy allows you to replace/return your item within 7 days of delivery. 

When will I receive my replacement item?
            Once we receive your original item we will initiate replacement in 2 – 4 business days. We will send you an email/SMS with the replacement details and delivery dates.

What are the modes of refund available after cancellation?
            You will receive the refund in the same mode of payment through which the payment was made or directly will be deposited into your account.

Will Mocoffer.com pick up the item I want to return/replace?
            Yes, we will pick your item up. In case we are unable to pick it up, you can courier it to us and we will immediately reimburse it to your bank account. All you need to do is provide the airway bill/courier receipt with the amount mentioned along with their GST number or You can also mail those documents to [email protected]

What if my replacement item is out of stock now?
            If the item is not available, we will initiate a refund.

When do you process a Refund?
            Refunds are generally initiated in the following scenarios:

  • When Prepaid Orders are canceled by Customer/Seller/Mocoffer.com before delivery any of the circumstances
  • If our courier partner is unable to deliver the order
  • If you wish to return the product, in accordance with our Return Policy


How long does it take to process Refund?
                The refund depends upon the mode of payment. Please refer to the list below:

  • Net banking: 4 – 7 Business days,
  • Debit card: 7 – 11 Business days
  • Credit card: 10 – 18 Business days
  • Neft: 4 -7 Working Days
  • Wallets: 7 – 9 Working Days

In case of any clarification or If you have not received the refund within the stipulated time, kindly contact your bank’s customer care number to know the status of the transaction or you can directly reach us at [email protected]

If I request a replacement, when will I get it?
                In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

Can items be returned after the time period mentioned in the seller’s Returns Policy?
                No, sellers will not be able to accept returns after the time period mentioned in the seller’s Returns Policy.

What should I do if I have an issue with my product after the return period?
                You can get in touch with the brand or an authorized service center of the brand to claim the warranty for your product (wherever applicable).

How long does it take to initiate a Refund?
                For some orders, we initiate a refund within 3-5 working days of receiving the product at our Centre In other cases, we initiate the Refund after the returned product is delivered to the seller. In this case, we keep you informed of the timelines.

When does a Refund get declined?
                The refund may get declined if the product received by us is not as per your claim or Order ID is missing on the package.

How do you process Refund for an order, purchased using a Gift Card?
                If an order is placed using the gift card as a mode of payment then refund will be credited in the form of a voucher in your Mocoffer.com account.

Will my shipping charges be refunded if I ship the product?
                In case of Self-Shipment, Mocoffer.com  will  reimburse the courier charges (up to Rs.300) in the form of vouchers.

Do I also need to return the free gift when I return an item?
                Yes, this will enable refund/replacement.

How can I cancel my order?
                Go to My Orders and tap on the order you wish to cancel. Click on the CANCEL button.
Cancellation is not allowed if the order has been shipped.

How will I get my refund in case of payment mode is COD?
                We provide a refund for COD orders in Four modes :

  • Vouchers
  • Bank Account (NEFT)
  • Exchange of some other products
  • Wallets

Note: We don’t refund in Cash

How do I update my bank details?
Step 1: Login with your registered email id
Step 2: Click on “My Profile”
Step 3: Click of ” Bank Details”
Step 4: Submit

How can I return or exchange an item?
To return/exchange your order, follow these simple steps:
1. Go to My Orders
2. Choose the item you wish to return or exchange
3. Fill in the details
4. Choose Request Return.

When is a return of an item not possible?
Sellers cannot accept returns of item(s) in the following cases:
1. When an item is damaged because of use or when it is not in the same condition as you received it
2. When any consumable item has been used or installed
3. When anything is missing from the package you’ve received including price tags, labels, original packing, freebies & accessories
4. When non-returnable items are involved such as innerwear, lingerie etc.
5. When items are tampered with or have missing serial numbers

How can I know the status of my refund?
            For orders cancelled before shipping, refunds are processed immediately. If the order has been shipped. refund will be processed as soon as the courier service provider confirms the return of the item(s).

When are refunds given?
Refunds are given when:

  • The seller cannot provide a replacement
  • Sellers allow refunds on select categories under certain conditions

I ordered the wrong item. Can I return it?
                The sellers’ return policies don’t support the return of item(s) ordered wrongly. You can refer to the respective seller’s Return policy on the product page.


For Imported Products:-
                The shipping period for an Imported product may range between 3-4 weeks for delivery.

  • Only prepaid orders are allowed
  • No cancellations shall be permissible after the product is dispatched from an international location.
  • The customer will be notified about the shipping status via his/her email.
  • Generally, products are dispatched from international locations within 3-4 days.
  • Refusal to accept the product at the time of delivery will not be entertained and no refunds shall be made in such cases.
  • The product is eligible for return in one of the following cases provided the complaint/return request is registered within 48 hours of delivery
  • Product is defective/damaged.
  • The product is not the same as ordered/described – different color, size, style, wrong product.
  • Warranty applicable if specified.

How do I file a return request?
                You can place a return request within 7 days of order delivery. However, in the case of Damaged/Missing Product, the Return request should be filed within 24 hours of delivery.

  • Return requests will be reviewed by the Mocoffer.com QC team.
  • If required, the request will be shared with the merchant for his/her approval.
  • After approval, the pickup of the product will be arranged through our courier partners.
  • If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by Mocoffer.com.
  • After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant


Under what conditions can I return/ replace my product?
                Returns/Replacement are accepted under the following cases –

  • Wrong Product – Wrong color/ size/ style
  • Wrong item ordered/ delivered
  • Unsatisfactory Product – Inauthentic/ Low Quality/ Expired
  • Defective Product – Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
  • Damaged Product – Physical damage/ Tampered product or packaging
  • Wrong Quantity – Missing Products/ Parts
  • No Invoice/Warranty Received – Available on Electronics only



Under what conditions returns/ replacement requests will not be accepted?
                Returns/ Replacement requests will not be accepted under the following cases

  • If Products are Altered/ Used
  • If Product is Returned without Original Packaging (price tags, labels & accessories)
  • If Serial Number tampers
  • For Defective product that is covered under Seller/Manufacturer’s Warranty or Reported after 7 days of the Delivery
  • For Damaged/Missing product that is reported after 24 hours of the delivery
  • For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page


Why was my order canceled?
                If you cancelled your order, the status would show as Order Cancelled. In rare scenarios, if Mocoffer.com cancels your order, the cancellation reason will be mentioned on the Order details page & if you have made pre-payment for the item, we will refund your money back.

Which categories are not eligible for returns/ replacement?
                Categories that not eligible for Returns/ Replacement are:

  • Healthcare Products
  • Customized Products
  • Undergarments, Lingerie, Swimsuits, Underarm pads, Socks, etc.
  • Perishables including Flowers, Edibles, etc.
  • E-learning & Music CDs/ DVDs and Softwares
  • Gift Cards

Can I cancel part of my order?
                Yes, if you placed an order with many items, you can cancel a delivery for each of them. But if it is part of a combo or clubbed with another item, the entire set/combo will be cancelled. Cancellation is not allowed if the order has been shipped.

Why can’t I cancel a particular item?
               You might have ordered a non-cancellable product (e.g automobile) or you have already requested for cancellation. We will work on your request, you need not cancel it again. Also if you have placed cash on delivery order, you can’t cancel the order till the order gets verified or order has been shipped.

When can I expect a refund for my returned item?
                Once we receive the original item, we will do a quality check within 2 -4 days and initiate a refund.

  • For prepaid orders, it will be initiated immediately to the card/bank account. Your bank will take a maximum of 10-15 business days to credit this amount.
  • For cash on delivery orders, it will be credited to your bank account through an NEFT transfer within 24-48 hours.
  • We will also keep you updated on email and SMS.

What are the details I must provide for a bank NEFT transfer?
You need to provide the following details:

  • Bank account number
  • Account holder’s name
  • IFSC code (mentioned on your bank cheques)


How can I submit my bank’s NEFT details if the link in the email does not work?
                Don’t worry! Write to us with your complete bank NEFT details to [email protected]’.

I have not received the reimbursement of my courier charges. What do I do?
                You need to upload your airway bill/courier receipt at [email protected] . We will reimburse the charges to your bank account via NEFT transfer.

I have not received the reimbursement for my repair charges. What do I do?
                Please upload the repair charges slip at [email protected] We will reimburse the charges to your bank account via NEFT transfer.

What is the best time to place a Return/ Replacement request?
                Return/Replacement request of the Product(s) should be initiated within 7 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 24 hours of Delivery:

  • Damaged Product
  • Empty Parcel
  • Missing Item
  • To file return request, refer to My Accounts, My Orders listing section and click on Return button on selected order once the order is delivered to you.
  • In Empty: require images of shipping label/Outer packaging/Inner packaging
  • Missing: We require images of shipping label/Outer packaging/Inner packaging and Product received



When do you initiate Pickup for Returns?
                Once your request to return an order is approved, a pickup will be initiated. Once a return is approved for pick up, an email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit. Please take care of the following points, while packing your product for Pickup –

  1. The product should not be used/altered/ tampered
  2. Keep original price tag & packing slip intact
  3. Mention Order Number on the box
  4. Do not seal the box
  5. Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
  6. Keep the Courier Company’s receipt for tracking purposes

Please Note Mocoffer.com shall not be liable for any incidental defect/damage, like liquid leakage/mishandling, etc.

How long does it take to cancel an order?
                Cancellation of item(s) in order happens immediately if the order hasn’t been shipped yet by the seller. If your order has been shipped, it will be cancelled as soon as the courier service confirms that the shipment is being returned to the seller. Orders from certain categories cannot be cancelled after 24 hours, please check the product page for more details.

What do I do if my area does not have a reverse pick up service?
                If our reverse pickup service is not available at your address, we will ask you to dispatch the product. The return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In the case of Self-Shipment, Mocoffer.com will reimburse your courier charges (up to Rs.300) in the form of Vouchers. Please take care of the following-

  • Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
  • Upload the courier receipt in My returns section or attach it on the confirmation email received after return filing
  • Track your Return Shipment on the Courier Company’s Website

Please Note –Mocoffer.com shall not be liable for any incidental defect/damage, like liquid leakage/mishandling, etc.

How to claim Return/ Replacement for products under Seller/ Manufacturer’s Warranty?
                You can claim for a product’s warranty by calling or visiting the nearest Service Centre of the product’s Brand For any issues, please contact us at [email protected] We would take your queries forward to the respective seller
Some products are non-replaceable or non-returnable.

Gift Cards:-

1) My Gift Card has expired. Can you extend its validity?
                                Gift Cards have a validity period of 1 year from the date of purchase and once a Gift Card expires, it’s validity cannot be extended.

2) Does a Gift Card expire?
                Yes, all Gift Cards have a validity of 1 year from the date of issue and will expire after that.

3)What if my order amount is lesser than the Gift Card value?
                                If your order amount is lesser than the value of your Gift Card, the balance will stay your Card and you can use it to shop on Mocoffer.com.

4) Do I have to pay anything extra to buy or use a Gift Card?
                No. You can buy and use your Gift Card without paying anything extra.

5) Is there a limit on how many Gift Cards I can use in a single order?
                Yes, you can use up to 1 Gift Cards to pay for a single order.

6) What happens to the unused balance in my Gift Card after it expires?
                The unused balance of the Gift Card expires along with the Gift Card.

7) Can I transfer the partially used Gift Card to someone?
                No, you can’t transfer your partially used Mocoffer.com Gift Card to anyone else and has some balance left. Please note that the expiry date of the Gift Card does not change when you transfer it to someone.

8) How can I use a Gift Card?
                                Add the Gift Card to your Mocoffer.com Wallet or Cart and link it to your account. You will then be able to use it as a payment mode for your orders as the gift voucher amount will be deducted from the total cart of your purchase.

9) Can I buy another Gift Card with the Gift Card I have?
                No, a Gift Card cannot be used to buy another Gift Card.

10) Can I get a new Gift Card for the remaining balance if my Gift Card has expired?
                No, the unused balance in a Gift Card automatically expires with the expiry of the Gift Card.

11) Can I use my Gift Card to buy items from different sellers in the same order?
                No, a Gift Card cannot be used in a single order with different sellers. To buy items from different sellers using your Gift Card, please order separately.