Purpose and Scope
This policy governs the conditions under which products sold online or by phone by MochaShoe LTD (“MochaShoe,” “we,” “our,” “the company”) may be returned, exchanged, or refunded. It has been designed in line with UK consumer rights and applicable legislation in England and Wales.
Right of Withdrawal (Distance Selling)
Consumers have the legal right to withdraw from the contract within 14 calendar days of receiving their order. To exercise this right, you must notify us by email at [email protected]. After notifying us, you must return the products within 14 days. (This applies under the Consumer Contracts Regulations.)
Conditions for Return Eligibility
• Returned products must be unused, undamaged, in their original packaging, and include all accessories.
• If a product shows signs of wear, odor, cosmetics, writing, tears, or alterations, the return may be refused or subject to a deduction.
• For footwear and apparel, hygienic seals or protective layers (e.g., silicone pads) must remain intact. Otherwise, the return may be rejected.
• Personalized, custom-made, or hygiene-sensitive products (e.g., items manufactured specifically for foot measurements) are non-returnable.
Return Request Process
• To initiate a return, contact us first at [email protected]. Once approved, you will be given a Return Merchandise Authorization (RMA) number.
• Returns sent without an RMA number may not be processed, and MochaShoe will not be liable for delays.
• Customers are responsible for providing shipment tracking details when returning goods. If no tracking proof is provided and the package is lost, liability rests with the customer.
Refund Procedure and Timeline
• Once a return is approved, refunds will be issued to the original payment method.
• Refunds will be processed within 14 calendar days of receiving the returned goods or proof of postage. The time for funds to appear in your account depends on your payment provider.
• Payment processing fees or deductions imposed by payment service providers may not always be refundable. If deductions are necessary, this will be clearly communicated.
• For installment payments, refunds will be processed in coordination with your payment provider. Timelines may vary by financial institution.
Return Shipping and Costs
• If you are exercising your right of withdrawal, you must cover the cost of return shipping, unless the return is due to an error on our part (e.g., wrong item, damaged product).
• If your original order benefited from free shipping promotions, the refund may reflect the actual cost of shipping, depending on the circumstances.
Faulty or Incorrect Items (Statutory Rights)
• If your order arrives damaged, faulty, or incorrect, contact us promptly at [email protected]. You are entitled to a repair, replacement, or refund.
• Statutory rights under the UK Consumer Rights Act remain fully applicable.
Exemptions and Special Cases
• Sale or discounted items may be returned unless otherwise specified.
• Products that lose value upon opening (e.g., sealed media, licensed software) may be subject to return limitations.
Refusal or Partial Refunds
• If a returned product shows signs of use or damage, we may refuse a refund or issue a partial refund. Refund amounts will be calculated based on the depreciation in market value.
Return Address and Contact Information
Return address (provided with RMA authorization).
For all inquiries and return requests: [email protected]
Telephone: (44) 736 654 1579
Disputes, Complaints, and Legal Rights
• Complaints will first be handled internally by MochaShoe’s customer support team. If a resolution cannot be reached, you may escalate to consumer protection bodies, dispute resolution services, or regulators.
• This policy shall be interpreted in compliance with UK consumer protection laws.
Amendments
MochaShoe may update this policy from time to time. Updates are effective upon publication on our website.