Returns / Refund Information
We are committed to selling high-quality products.
However, we also know that there may be a time when you need to exchange or return an item. This process has been created to be as simple and easy as possible and it outling here in our returns policy
- Call Customer Services
- Obtain a returns reference number
- Re-package the goods
- Include the returns document you have been sent
How do I return a product?
Before returning any products to us, please contact our customer service team first with your personal details and reasons for wanting to make a return. You will need to obtain a returns reference number in order to complete your return.
To contact our customer service team you can either call or email us to discuss your eligibility for a product return, the options available to you and how to proceed with completion of your return.
Call us: 08454 700 701
Email us: firstname.lastname@example.org
Should your purchases be unsuitable and you wish to return them to us for a refund or exchange then the following conditions will apply*
Our customer service department must be contacted before any return is made to obtain the necessary returns reference number.
Goods must be returned within 14 working days from the date of delivery. If the Goods were received over 14 days ago and it has been less than 3 months since the Goods were purchased they can also be returned but a handling fee of between 20% and 25% will be charged.
All items should be returned in their original packaging and in a saleable condition to obtain a full refund. We reserve the right to charge for re-packaging where applicable.
Carriage charges for unwanted returns will be at your expense.
Transport packaging should be sufficient for the method of carriage. We cannot accept any responsibility for damage caused by your carrier.
We cannot accept the return of any item that has been manufactured to your specification, or is clearly personalised, or liable to deteriorate or expire rapidly, or which by its very nature cannot be returned.
Your return should be accompanied by a your company name, address and phone number, customer account number and order reference number (most of this information should be detailed on your invoice). To help us, to help you, we would appreciate you enclosing details of why you wish to return the product.
If the product is faulty
If the goods are faulty or have become faulty and are within their warranty period (usually 1 year from purchase) please contact us with details of the fault. Our customer services team will get back to you and arrange for the goods to come back to us for repair - or offer a replacement if a repair will not be possible.
If the product has been damaged in transit
Should you receive any parcel from us that contains damaged goods this should be notified to customer services, as soon as possible, but no later than 48 hours from the date of delivery, who will arrange for collection and replacement. If you have used a damaged item, it has been deemed as acceptable by yourself - you will only be entitled to a repair and not replacement. Please provide us with details of any damage. Our customer services team will get back to you and arrange for the goods to come back to Mouldshop for replacement.
If I have received an incorrect item
If the contents of your delivery differ from what you were expecting/what appears on your invoice, please contact us stating the item you should have received and which item you actually received. Our customer services team will get back to you with a returns number and return address.
If I am missing items from my order
Should any consignment be sent to you incomplete please contact our customer service department within 7 working days of the delivery date who will be pleased to investigate this for you and to arrange for the completion of your order. Please be aware that back-ordered items do not constitute shortages
*Our returns policy is produced in accordance with and will always defer to the rights and remedies contained in our published terms and conditions, and in the event of any conflict between our terms and conditions and this policy the terms and conditions shall prevail. For the avoidance of doubt, nothing in this policy shall affect or modify your statutory rights of cancellation in accordance with our published terms and conditions.
Once we receive your item, we will inspect it and notify you that we have received your returned item.
We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer's policies.