Refund policy
At Mohkam Concepts, our ultimate goal is for every customer to be totally satisfied with their purchase. Backed by a 50-year legacy of premium craftsmanship, we stand behind the quality, structural reliability, and design integrity of our products. If you are not completely satisfied with your order, we are here to work alongside you to make it right.
1. Return Windows & Eligibility
To qualify for a standard return or exchange, your item must strictly meet the following criteria:
- Standard Retail Items: Return or exchange requests must be initiated within 14 days of the delivery date.
- Condition Requirements: Items must be completely unused, unwashed, and in the exact same condition that you received them. Furniture must be in its original packaging with all structural hardware, components, protective layers, and product tags intact.
- Proof of Purchase: A valid receipt, digital store invoice, or verified order confirmation number is required to process any request.
2. Custom Manufacturing & B2B Orders (Final Sale)
Given the highly specialized nature of our business, certain allocations are classified as Final Sale and are completely exempt from returns, exchanges, or refunds:
- Tailored Manufacturing & Custom Specs: Any furniture manufactured, upholstered, or structurally modified to fit custom dimensions, customer-supplied fabrics, specific wood finishes, or architectural blueprints provided by the client.
- Bulk Commercial & Hospitality Projects: High-volume contract furniture orders manufactured specifically for commercial spaces, luxury developments, boutique hotels, or corporate offices.
- Clearance & Display Items: Any floor models, showroom displays, or inventory items explicitly marked as "Clearance," "Display Model," or "Final Sale" at the time of purchase.
B2B Procurement Notice
For large-scale commercial contract orders, individual project milestones and production sign-offs govern cancellation properties. Please refer directly to your signed project master service agreement (MSA) or contact your designated contract manager.
3. Damaged, Defective, or Incorrect Items
We take immense pride in our stringent internal quality control protocols and secure packaging standards. However, if an item arrives damaged or defective, we will correct it immediately:
- Inspection Upon Delivery: You are highly encouraged to thoroughly inspect all furniture pieces upon arrival before signing the delivery carrier's receipt.
- Reporting Window: Any structural defects, delivery transit damages, or incorrect item shipments must be reported to our Customer Care team within 48 hours of receipt.
- Resolution Protocol: Please provide clear, high-resolution photographs of the damage along with your core order details. Mohkam Concepts will cover all logistics costs to repair the item, manufacture an exact replacement part, or issue a full replacement exchange at our sole discretion.
4. The Refund Process
Once your returned item is safely received back at our primary manufacturing facility and undergoes a comprehensive technical quality inspection, we will notify you via email regarding the approval or rejection of your refund request.
- Approved Refunds: If approved, your refund will be processed immediately. A credit will be automatically applied to your original method of payment (or via secure bank wire transfer for localized retail transactions) within 7 to 10 business days.
- Logistics Fees & Deductions: Please note that original outbound shipping costs are non-refundable. Unless an item is proven defective or damaged upon arrival, return shipping logistics, carrier booking fees, and a standard 15% restocking fee will be deducted from your final refund total.
5. How to Initiate a Return
If you need to initiate a return, exchange, or claim for a standard retail piece, please utilize our support infrastructure:
Email Support: contact@mohkamconcepts.com (or connect directly with your dedicated B2B project strategist)
Online Portal: Access the How to Track / Return section located in our website footer to submit a digital claim ticket.
Required Information: Please provide your Order Number, full name, phone number, and a detailed description accompanied by clear photos of the items.