Moorah Returns and Refund Policy

The Moorah Returns and Refund Policy sets out the rules customers should follow when an order needs to be reviewed for a return, refund or exchange. Eligibility depends on the reason for the claim, the condition of the product and whether the request is submitted within the applicable timeframe.

Inspect Your Order After Delivery

Customers should examine goods immediately after receiving them. If there is a deficiency, damage or another eligible issue, the claim should be submitted through the Customer Service widget on the Moorah website within 3 days of receipt. Moorah reserves the right to reject claims submitted after this period.

Claims Are Subject to Review

Submitting a return, refund or exchange request does not automatically mean that it will be approved. Moorah will investigate the claim and determine whether the request meets the applicable conditions.

Cancellation by Moorah

Moorah reserves the right to cancel an order when a product is unavailable for any reason. If this happens, the customer will be notified and any payment already made for the affected order will be returned.

Cancellation by the Customer

Customers are not permitted to cancel an order once the order has been confirmed after payment has been made. Customers should therefore review their order details carefully before completing payment.

Submit a Claim Within 3 Days

Any claim concerning an eligible return, refund or exchange must be lodged through Moorah Customer Service within 3 days after receiving the goods. Claims made outside this timeframe may be rejected.

Wait for Moorah Approval

Moorah will investigate the submitted claim before approving a return, refund or exchange. Customers should follow the instructions provided by Customer Service rather than sending products back without confirmation.

Return Using the Provided Consignment Note

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.

Damaged or Defective Products

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

Near-Expiry or Expired Products

Customers may submit an exchange claim when the delivered product is near expiry or has already expired. The request must follow the applicable claim procedure and timeframe.

Product Different From the Order

An exchange may also be arranged when the product received is different from the product that was ordered. Customers should report the discrepancy to Customer Service within the required claim period.

Original Condition and Packaging

Products accepted 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.

Customer Responsibility During Return

Customers are responsible for the risk and condition of returned products until Moorah receives them. Moorah is not liable for loss or damage that occurs before the returned product reaches Moorah.

Pack Returned Products Safely

Customers are advised to package returned products securely to help prevent loss or damage to the product, product box or original packaging while it is being returned.

Inspection of Returned Products

Moorah will inspect the returned product after receiving it. The inspection determines whether the product and claim satisfy the applicable exchange conditions.

Exchange Subject to Stock Availability

When the applicable return conditions are fulfilled, an exchange may be provided subject to product stock availability.

30-Day Exchange Period

According to the supplied policy, an approved exchange is subject to a period of within 30 days from the approved return date, together with applicable stock availability.

Medical Devices

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

Disposable and One-Time-Use Items

Disposable products and one-time-use items are also strictly non-exchangeable and non-returnable for hygiene reasons. Customers should review their selection carefully before completing an order for these products.

Ordered Product Missing From Delivery

If a product was ordered and invoiced but is missing from the delivered order, Moorah will arrange a replacement product.

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 Was 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 the delivery issue.

Customs Procedures

Customs procedures and regulations differ between countries and may result in circumstances outside Moorah’s control. Customers placing orders involving international delivery should take these potential customs requirements into account.

Customs Delays and Holds

Moorah states that it is not liable for delays or holds caused by international customs. Such delays may depend on the customs procedures and regulations of the relevant country.

No Refunds or Exchanges for Promotional Items

Products purchased as promotional or sale items are non-refundable and non-exchangeable under the supplied Moorah policy. Customers should check their order carefully before purchasing promotional or sale products.

Can I cancel my Moorah order after payment?

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

What happens if Moorah cancels my order?

Moorah may cancel an order if the product is unavailable. The customer will be notified, and payment already made for the affected order will be returned.

How long do I have to report a damaged product?

Claims should be submitted through Moorah Customer Service within 3 days of receiving the product. Claims submitted after this period may be rejected.

What products can qualify for an exchange?

The supplied policy identifies damaged or defective products, near-expiry or expired products, and products that differ from what was ordered as reasons for which an exchange may be arranged, 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 the return should include proof of purchase.

Can disposable products be returned?

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

Can promotional or sale items be refunded?

No. The supplied policy states that promotional and sale purchases are non-refundable and non-exchangeable.

What should I do if an item is missing from my delivery?

If an ordered and invoiced product is missing from the delivery, contact Moorah Customer Service so the missing-product issue can be handled according to the policy.

Who is responsible for a returned product while it is being shipped?

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