Moorah Returns and Refund Policy

The Moorah Returns and Refund Policy sets out the procedures customers should follow when an order has an eligible issue. Depending on the circumstances, this may involve a return, refund or exchange. Claims are subject to Moorah’s investigation and approval, and customers must follow the applicable return instructions provided by customer service.

Check Your Order After Delivery

Customers should examine their goods immediately upon receipt for deficiencies, damage, incorrect products or other eligible delivery issues. Reporting an issue promptly helps Moorah review the claim and determine whether the product meets the applicable return or exchange conditions.

Cancellation by Moorah

Moorah reserves the right to cancel an order if the 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 upon payment. Customers should therefore review their order carefully before completing payment.

Submit a Claim Within 3 Days

Any claim concerning deficiencies or damage must be lodged through the customer service widget on the Moorah website within 3 days of receiving the goods. Moorah reserves the right to reject claims submitted outside this period.

Claims Are Subject to Approval

Submitting a claim does not automatically confirm a return, refund or exchange. Moorah will investigate the reported issue and determine whether the claim meets the applicable policy requirements before approving it.

Returning an Approved Product

Once a return, refund or exchange has been confirmed, the customer must send the product back using the consignment note provided by Moorah customer service. Customers should follow the return instructions supplied with the approved claim.

Responsibility During Return Shipping

Customers remain responsible for the risks and condition of a returned product until Moorah receives it. Moorah is not liable for loss or damage occurring before receipt of the returned product. Customers are therefore advised to pack the product securely to protect the item, its box and its original packaging.

Damaged or Defective Products

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

Near-Expiry or Expired Products

A product may qualify for exchange if it is near expiry or has already expired when delivered, subject to review of the claim.

Incorrect Products

If the product received is different from the product ordered, the customer may submit a claim for an exchange. Moorah will review the order and delivered product before confirming the exchange.

Original Condition and Packaging

Products submitted for return must be returned in their original condition, quantity and packaging as first delivered to the customer. Proof of purchase must also accompany the return.

Inspection After Moorah Receives the Product

Moorah will inspect a returned product after receiving it. The inspection determines whether the reported issue satisfies the applicable return or exchange conditions.

Exchange After an Approved Return

Where the applicable conditions are fulfilled, an exchange may be provided subject to stock availability. The policy states that the exchange is to be arranged within 30 days from the approved return date.

Medical Devices, Disposable and One-Time-Use Items

Products or items classified as medical devices, disposable items or one-time-use items are strictly non-exchangeable and non-returnable due to hygiene concerns. Customers should review their selection carefully before placing an order for these product types.

Promotional and Sale Items

Promotional or sale items and purchases made under these categories are non-refundable and non-exchangeable under the Moorah policy.

Ordered Product Missing From Delivery

If a product that was ordered and invoiced is missing from the delivery, Moorah will replace the missing product. Customers should contact customer service to report the delivery issue.

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 so that the delivery issue can be addressed.

Customs Procedures

Customs procedures and regulations vary between countries and may result in circumstances outside Moorah’s control. International customers should take applicable customs requirements into account when placing and receiving an order.

Customs Delays and Holds

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

How long do I have to report a damaged or defective Moorah product?

Claims for deficiencies or damage must be submitted through Moorah customer service within 3 days of receiving the product. Claims made after this period may be rejected.

Can I cancel my Moorah order after making payment?

No. According to the cancellation policy, customers cannot cancel an order once it has been confirmed upon payment.

What products can qualify for an exchange?

An exchange may be considered if the delivered product is damaged or defective, near expiry or expired, or different from the product that was ordered. All claims remain subject to investigation and approval.

What condition must a returned product be in?

A returned product must be in its original condition, quantity and packaging as first delivered and must be accompanied by proof of purchase.

How do I return an approved product?

After Moorah confirms the return, refund or exchange, the customer must send the product back using the consignment note provided by customer service and follow the supplied return instructions.

Who is responsible for the product during return shipping?

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

Can medical devices or disposable items be returned?

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

Can promotional or sale items be refunded or exchanged?

No. The policy states that promotional and sale items and purchases made under these categories are non-refundable and non-exchangeable.

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 issue.

What happens if I receive an item I did not order?

Moorah will arrange collection when a product that was not part of the customer’s order is delivered.