We have a responsibility to provide after-care and a fair returns policy for our customers, and our customers have a responsibility when purchasing an item online, to read the product details and ensure they are satisfied before placing an order.
To be eligible for a refund or exchange for an undamaged (non-faulty) item, your item must be returned in perfect condition, unused and with its original packaging, and meet the below criteria.
There must be a clear and obvious error with the advertising of the product, dimensions, material or other misleading or missing information that may influence your decision to purchase, that has resulted in you being unhappy with your item. You are welcome to cancel your order, however the criteria set out in our Cancellation section, must be met.
We reserve the right to refuse a return if you have simply changed your mind, haven't read the product descriptions or dimensions, or if you have elapsed 14 calendar days from the date of delivery.
In summary, if the purchase error lies with our customers, we cannot be held responsible for this. If the purchase error lies with Mowgli & Moon, and therefore meets the above criteria, then we will process your refund for you. (Only if the return is reported within 14 calendar days from date of delivery.)
As mentioned in our shipping policy, Mowgli & Moon operate using a dropshipping model. Dependant on the items you have purchased, there may be a delay during the returns investigation of your product, so that we can liaise with our suppliers to appropriately rectify your purchase (if your purchase meets the above criteria).
Please contact us on email@example.com to begin the process.
Please bear in mind that items on sale are non-returnable.
Damaged & Faulty Returns
If a product comes to you broken or faulty you must send us a picture within 48hrs of receiving your delivery for it to be exchanged or refunded. We cannot be held responsible for damages reported after this time. If the above criteria is met, we have two possible solutions for you.
In the case you require an exchange:
We will request photos of the damaged product from you, these will need to be received within 48 hrs of delivery. We will then give you two options, one is detailed below in our Express Exchange section. The other is that you send back the item, once inspected and confirmed, an immediate replacement will be shipped out to you. The costs of returning an item can be found in our Shipping Costs section below.
In the case you require a refund:
Once we receive your item, we will inspect it and notify you that we have received it. If your return is approved, we will initiate a refund to your original method of payment. Refunds will be processed within 7 days of receiving your return and normally take 3-5 days to show into your account, but this may take longer if you have paid via PayPal.
We understand that the faulty item exchange process when buying an online item can be lengthy, as there is a few stages and product inspections involved before the replacement item can be sent out to you. In order to combat this, if it is an exchange you require, we ask our customers to place another order for the item, and we can initiate a refund on your original order after inspection.
Dependant on the item you have purchased, you may be responsible for paying the shipping costs to return your item. The costs will be reimbursed back to you via an agreed method between Mowgli & Moon and you, the customer.
Free collection is available on certain products, you will be notified of this upon submitting your returns enquiry through to firstname.lastname@example.org
If you need to cancel an order, please contact us ASAP via email email@example.com.
We will be unable to cancel an order that has been dispatched or part dispatched.