Refund policy

Returns, cancellations and refunds

We want our returns process to be straightforward while meeting your statutory consumer rights.

Cancelling an online order

If you are a consumer buying online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of the day after you receive the goods. If an order is delivered in separate parts, the cancellation period runs from receipt of the final part.

To cancel, please contact us through the Contact page on hellomoso.co.uk, or send us any other clear statement confirming that you wish to cancel your order.

Once you have told us you are cancelling, you must return the goods within 14 days.

Returning change-of-mind goods

Unless we agree otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.

Please contact us before sending anything back so that we can provide the correct return instructions and return address.

You may inspect goods in the same way that you reasonably could in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from the refund to reflect any resulting reduction in value.

Please return all parts, accessories, manuals and other items supplied with the product. Original packaging must be used where possible, particularly where it is needed to protect the goods in transit, but the absence of original packaging does not by itself remove your statutory cancellation rights.

Refunds

Where you validly cancel an order, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option.

If you chose a more expensive delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.

We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction and will be processed within 14 days of the applicable refund date.

Faulty, damaged or incorrectly supplied goods

Your statutory rights are separate from the change-of-mind cancellation rights above.

If goods are faulty, not as described, not fit for purpose, damaged on arrival or we have supplied the wrong item, please contact us as soon as possible.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement or other remedy. Where goods are being returned because they are faulty or were supplied incorrectly, we will bear reasonable return costs where required by law.

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

Exceptions to the right to cancel

The statutory right to cancel may not apply to certain goods, including goods made to your specification or clearly personalised, goods liable to deteriorate rapidly, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, sealed software/audio/video products once unsealed, and goods which have become inseparably mixed with other items after delivery.

These exceptions do not affect your rights where goods are faulty or not as described.

Model cancellation notice

You may use the following wording if you wish, although you do not have to use this form:

To Moso:
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date received:
Customer name:
Customer address:
Date:

Moso is operated by Silverhind Trading Ltd, registered in England and Wales.