What This Policy Covers

The Moorah Returns and Refund Policy covers order cancellation, return and exchange claims, eligible product conditions, return requirements, missing or incorrect deliveries, non-returnable products and promotional or sale purchases. Customers should review these conditions before placing an order and again if an issue occurs after delivery.

Check Your Products After Delivery

Customers should examine their goods immediately upon receiving them for deficiencies, damage or other delivery issues. If there is a problem with the order, the applicable claim requirements and timeframe should be followed as soon as possible.

Cancellation by Moorah

Moorah reserves the right to cancel an order if the ordered product is unavailable for any reason. If this occurs, Moorah will notify the customer and return any payment already made for the affected order.

Cancellation After Payment

Customers are not permitted to cancel an order once the order has been confirmed following payment. Customers should therefore check the selected products and order information carefully before completing payment.

Submit a Claim Within 3 Days

If a product has a deficiency, is damaged or has another eligible issue, the customer must lodge a claim through Moorah Customer Service using the customer service widget on the website within 3 days of receiving the product. Moorah reserves the right to reject claims submitted outside this period.

Claims Are Subject to Investigation

Submitting a return, refund or exchange request does not automatically mean that the request is approved. Moorah will investigate the claim and determine whether it meets the applicable requirements before approving the requested remedy.

Follow Customer Service Instructions

Once a return, refund or exchange has been confirmed, the customer is required to send the product back using the consignment note provided by Moorah Customer Service. Customers should follow the return instructions supplied for the approved claim.

Damaged or Defective Products

An exchange may be arranged when the product delivered to the customer is damaged or defective, subject to Moorah’s investigation and approval of the claim.

Near-Expiry or Expired Products

Customers may request an exchange if the delivered product is near expiry or has already expired. The issue should be reported within the applicable claim period and will be reviewed before an exchange is approved.

Product Different From the Order

An exchange may also be arranged when the product delivered is different from the product that the customer originally ordered. Customers should report the discrepancy promptly through Moorah Customer Service.

Original Condition and Quantity

Products approved for return must be returned in their original condition and quantity as they were first delivered to the customer. Customers should avoid using, altering or otherwise affecting the condition of a product intended for return.

Original Packaging

Returned products must include their original packaging. Customers are advised to pack the product safely so that the item, its box and its original packaging are protected against loss or damage while being returned.

Proof of Purchase

Customers must provide proof of purchase with products submitted for return. This allows Moorah to verify the relevant transaction and process the approved return or exchange.

Responsibility During Return Delivery

The customer remains responsible for the risks and condition of the product until Moorah receives it. Moorah is not liable for loss or damage occurring before the returned product reaches Moorah, so secure packaging is recommended.

Inspection of Returned Products

Moorah will inspect an approved returned product after receiving it. The inspection is used to confirm whether the applicable return or exchange conditions have been satisfied.

Exchange Subject to Stock Availability

Where the applicable conditions are fulfilled, an exchange may be provided subject to product stock availability. The policy provides for the applicable exchange to be completed within 30 days from the approved return date.

Medical Devices

Products or items classified as medical devices are strictly non-exchangeable and non-returnable due to hygiene concerns.

Disposable Items

Disposable products are strictly non-exchangeable and non-returnable due to hygiene considerations. Customers should confirm their selection before completing an order for these items.

One-Time-Use Items

Products intended for one-time use are also strictly non-exchangeable and non-returnable due to hygiene concerns.

Ordered Product Missing From Delivery

If a product that was ordered and invoiced is missing from the delivered order, Moorah will arrange for the missing product to be replaced. Customers should contact Customer Service when they identify the missing item.

Unordered Product Received

If a customer receives a product that was not part of the original order, Moorah will arrange to collect the incorrectly delivered product from the customer.

Charged Product Not Delivered

If a customer has been charged for a product that was not delivered, the customer should contact Moorah Customer Service for assistance with delivery of the goods.

Customs Procedures

Customs procedures and regulations vary between countries and may result in circumstances outside Moorah’s control. Customers placing orders affected by international customs should take potential customs processing into consideration.

Customs Delays and Holds

Moorah is not liable for delays or holds caused by international customs. The timing and outcome of customs procedures may depend on the requirements and actions of the relevant authorities.

No Refunds for Promotional or Sale Purchases

Products purchased as part of a promotion or sale are non-refundable and non-exchangeable. Customers should review the product details carefully before completing purchases involving promotional or sale items.

Can I cancel my Moorah order after payment?

No. Once an order has been confirmed following payment, the customer is not permitted to cancel the order.

What happens if Moorah cancels my order because the product is unavailable?

Moorah will notify the customer if an order is cancelled because a product is unavailable and will return any payment already made for that order.

How long do I have to report a damaged product?

Claims involving deficiencies, damage or other eligible product issues must be lodged through Moorah Customer Service within 3 days of receiving the goods. Claims submitted after this period may be rejected.

When can I request an exchange?

An exchange may be arranged when an eligible product is damaged or defective, near expiry or expired, or different from what was originally ordered, subject to Moorah’s investigation and approval.

What condition must a returned product be in?

An approved return must be sent back in its original condition, quantity and packaging as first delivered, together with proof of purchase.

Who is responsible for the product during return shipping?

The customer is responsible for the risks and condition of the returned product until Moorah receives it. Customers should package the item securely to reduce the risk of loss or damage.

Are disposable or one-time-use products returnable?

No. Medical devices, disposable items and one-time-use items are strictly non-exchangeable and non-returnable due to hygiene concerns.

What happens if an item from my order is missing?

If an ordered and invoiced product is not included in the delivery, Moorah will replace the missing product. Customers should contact Customer Service regarding the missing item.

What should I do if I receive a product I did not order?

Moorah will arrange collection when a customer receives a product that was not part of the original order.

Can promotional or sale items be returned or exchanged?

No. Promotional and sale purchases are non-refundable and non-exchangeable under this policy.

Is Moorah responsible for international customs delays?

No. Customs procedures and regulations vary by country, and Moorah states that it is not liable for delays or holds caused by international customs.