Return and Refund Policy
This policy applies to products purchased online directly from Moggans. It does not affect your statutory consumer rights.
Cancelling an order
You normally have the right to cancel an online order without giving a reason.
You may notify us of your decision to cancel at any time after placing your order and up to 14 calendar days after the day on which you, or someone nominated by you, receives the goods.
To cancel, please contact us and clearly state that you wish to cancel your order:
Once you have informed us, you must return the goods within 14 days.
If your order has already been dispatched, please contact us promptly. We may be unable to stop the delivery, in which case you will need to return the goods after receiving them.
Exceptions to change-of-mind cancellation
Change-of-mind cancellation rights may not apply to certain goods, including:
- personalised, customised or bespoke products; and
- sealed goods that are not suitable for return for health or hygiene reasons where the seal has been broken.
These exceptions do not affect your rights where goods are faulty, damaged on arrival, misdescribed or incorrectly supplied.
Return conditions
You may inspect goods in the same way that you reasonably could in a physical shop.
Please return goods:
- unused and unworn, other than as reasonably necessary to inspect them;
- clean;
- with their tags attached where reasonably possible;
- in their original packaging where reasonably possible; and
- with your order number.
We may reduce your refund to reflect any loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.
Return postage
You are responsible for the direct cost of returning unwanted goods unless Moggans has agreed otherwise.
Where goods are faulty, damaged on arrival, misdescribed or incorrectly supplied, Moggans will cover the reasonable cost of returning them.
Refund process
We will issue a refund for returned goods within 14 days of receiving them or, if earlier, within 14 days of receiving evidence that they have been sent back.
Refunds will be made using the same payment method used for the original purchase, unless you expressly agree otherwise.
If you cancel and return your entire order, your refund will include the cost of our least expensive standard delivery service offered when you placed the order.
Any additional amount paid for express, premium or enhanced delivery will not normally be refunded. This limitation does not affect your rights where goods are faulty, damaged on arrival, misdescribed or incorrectly supplied.
Refunds for partial returns will be calculated as set out below.
Partial returns and free delivery
If a partial return reduces the value of the items you keep below our UK free-delivery threshold, the standard UK delivery charge in effect when you placed your order will be deducted from your refund.
This is a recalculation of the delivery charge for the products you keep and is separate from the cost of returning the products.
This adjustment does not apply to goods that are faulty, damaged on arrival, misdescribed or incorrectly supplied.
Warranty and faulty goods
All Moggans products are quality checked before dispatch.
Moggans provides a 12-month warranty covering manufacturing defects in materials or workmanship. This warranty is additional to your statutory consumer rights, which may continue beyond the warranty period.
The warranty does not cover:
- normal wear and tear;
- damage caused by misuse or accidents;
- damage caused by failing to follow the product’s care instructions; or
- changes in appearance or performance resulting from normal use, washing or ageing.
If you believe a product is faulty, please contact Moggans with details of the issue and proof of purchase where available. We may ask for photographs or other reasonable information to help us assess the issue.
Where goods are faulty or incorrectly supplied, we will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Return address
Please send returns to:
Moggans Returns
[Order number]
8 Littlejohn Wynd
Edinburgh
EH10 5SE
United Kingdom
