Refund policy
Refund & Returns Policy
Returns
Our policy lasts 30 days. If 30 days have passed since the order was delivered, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging and labels.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
The customer is responsible for bearing the return cost of any product he/she wants to return if he doesn’t want to keep the item or changes his mind.
There are certain situations where only partial refunds are granted (if applicable)
– Any item not in its original condition is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 30 days after delivery
- No Returns are accepted for personalized orders.
Contact Details:
Email: info@moxtons.co.uk
Address: 119 Queen St, Cardiff CF10 2BH, UK
Defective Items
If you receive a defective item, we will replace it at no additional cost or give you refund. Please contact our customer service team with a description of the defect and, if possible, provide photographs to expedite the process.
Non-Defective Items
For non-defective items, you may return the product within 30 days of receiving your order. Please note that return shipping costs are the customer’s responsibility. Once we receive the returned item and inspect its condition, we will issue a refund for the purchase price, excluding any shipping charges.
How to Initiate a Return
To initiate a return, please get in touch with our customer service team at info@moxtons.co.uk. We will provide you with the necessary instructions and address for returning the item.
Please ensure that the returned item is securely packaged to prevent damage during transit. We recommend using a trackable shipping service to guarantee that we receive your returned item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email, and we will give you further instructions.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.
Shipping
I have received the wrong item. What do I do?
We are sorry to hear we have sent you an item that is different from what you ordered!
Please start by double-checking your order confirmation to see what you ordered. If you have not received the ordered product, please get in touch with us through our e-mail, and we will do everything we can to correct our mistake.
If you have accidentally ordered the wrong product, you can, of course, make an exchange.
If the mistake is from your side, then you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
I have received a damaged item; what do I do?
If you have received a delivery containing a damaged item, we apologize for that!
Please get in touch with us by entering our chat or by sending us an email, and we will make sure to help you as fast as we can!
Include the following when contacting us:
- A photo of the damaged product.
- Your order number or the email address you used when you placed the order.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Note: If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Change of Mind
Change of mind applies only until the order has not been shipped (24hrs Times). If the order has been shipped and is in transit, then we cannot cancel the order, and a change of mind for any reason won’t be accepted as a Refund.
Return and Refund Policy
Thank you for shopping at Moxtons, your trusted source for home and kitchen products. We strive to ensure your complete satisfaction with every purchase. In the event that you are not entirely satisfied with your purchase, we offer a 14-days return and refund policy, applicable to both defective products and general cases such as buyer’s remorse. Please read the following guidelines to understand the terms and conditions of our return and refund policy.
1. Return Eligibility:
– Our return policy applies to all products purchased from moxtons.co.uk
– Products must be returned within 14 days from the date of delivery.
– The product must be in its original condition, and with all original tags, packaging, and accessories intact.
2. Return Process:
– To initiate a return, please contact our customer service team at info@moxtons.co.uk
– Fill out the return request form with the necessary details, including your order number, contact information, and reason for the return.
– Once your return request is approved, you will receive a return authorization email with instructions on how to proceed.
3. Return Shipping:
– Customers are responsible for the shipping costs associated with returning the product.
– We recommend using a reliable shipping method with tracking and insurance to ensure the safe return of the item.
– In the case of a defective or damaged product, please contact our customer support team for further assistance.
4. Refund Process:
– Once we receive your returned item and verify its eligibility, we will process the refund.
– Refunds will be issued using the original payment method used during the purchase.
– Please allow up to 10 business days for the refund to be processed and reflected in your account.
– Refunds will include the product price and any applicable taxes. Shipping fees are non-refundable unless the return is due to a Moxtons error.
5. Customer Support:
– Our dedicated customer support team is available to assist you with any questions or concerns regarding returns and refunds.
– You can reach us via email at info@moxtons.co.uk or by calling +44 7903 364272.
– Please provide your order number for a quicker resolution.
Thank you for choosing Moxtons for your home and kitchen products needs. We value your satisfaction and will do our best to provide a seamless return and refund experience.