Refund policy
Returns & Withdrawals Policy
We hope you love your purchase from Moody Merchant. However, if something isn’t quite right, we’re here to help.
🕊️ Returns
We accept returns within 14 days of delivery for items that are:
- Unused and in original condition
- In original packaging
- Non-sale items (unless faulty)
To start a return, please contact us at hello@moodymerchant.com with your order number and reason for return. We’ll provide full return instructions.
🚫 Non-Returnable Items
We do not accept returns for:
- Sale items
- Personalised or custom products
- Perishable goods
- Gift cards
Where a statutory withdrawal applies, we will also refund the original standard delivery charge paid for your order. Additional charges for premium or express delivery services are not refundable unless required by law.
📦 Return Shipping
Return postage is the responsibility of the customer unless the item is faulty or incorrect. We recommend tracked delivery, as we cannot refund items that do not reach us.
💸 Refunds
Once we receive and inspect your return, we’ll notify you and process the refund to your original payment method. This usually takes 5-10 working days.
EU Customers – Right to Withdraw
If you are purchasing from an EU member state, you may have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
You can exercise this right using the Withdrawal Request function available on our website or by contacting us at hello@moodymerchant.com.
Once we receive your withdrawal request, we will send you confirmation by email. Returned items must be sent back without undue delay and in accordance with our return instructions.