Refund policy

Last updated: March 31, 2025

Returns & Refunds

Returns Policy

We want you to love your Moods purchase! If you're not completely satisfied, you can return your item within 14 days of receiving it.

• Items must be unused, in original packaging, and in resalable condition.

• Return shipping costs are covered by the customer.

• We recommend using a tracked shipping service, as we cannot be responsible for lost returns.

1. To arrange a return, get in touch with our Customer Service team. We always recommend sending your return via a tracked service.

2. We don't offer exchanges, but you're welcome to return the product for a full refund, as long as it's unused and in perfect condition.

3. We cannot process returns for items that have been opened, used, or damaged. Any complimentary gifts or samples must also be returned to qualify for a full refund. Please note, there's a £5.00 charge per sample that isn't returned.

4. We only handle refunds for orders made on our own website. If you purchased in-store or through a stockist, please return the item to them directly.

5. If your product arrived damaged or faulty, contact our Customer Service team within 7 days of delivery for assistance.

6. Hold onto the product until you speak to us. Disposing of it before contacting Customer Service may affect any refund or replacement you're entitled to.

7. Please note, we do not refund the cost of delivery. Once the return is received, we'll assess if the product was damaged or defective when it arrived with you.

8.  Refunds are issued in your original payment currency. Please note that due to real-time exchange rates, the final refunded amount may vary slightly from the original charge.

Please visit our Terms & Conditions page for more information on our returns policy.

How to Initiate a Return

1. Email us at hello@moods.co.uk with your order number and reason for return.

2. We'll provide return instructions.

3. Send the item back to us. Once received and inspected, we'll process your refund.

Refunds

• Refunds will be issued within 3-5 business days after we receive your return.

• Refunds will be credited to your original payment method.

Note: Shipping costs are non-refundable, except in cases of faulty or incorrect items.