MOSANNE Refunds & Returns Policy

At MOSANNE, we want you to be completely satisfied with your purchase. If for any reason you are not happy, we are here to help.

UK Orders

You may return unused and unopened items within 14 days of receipt for a full refund or store credit.

Conditions for return:

  • Items must be in original condition, unused, and unopened. This means a visual inspection and not a product trial.
  • Seals, packaging, and shrink-wrap must be intact
  • Shipping costs are non-refundable unless the item is faulty, or the wrong product was delivered

Exceptions:

  • Clearance items are final sale unless faulty
  • Opened items are non-returnable unless they are faulty

Return Process:

  • Contact MOSANNE at info@mosanne.com to initiate a return.
  • Package items securely (in the packaging you received them in)
  • Return postage is the responsibility of the customer unless the product is incorrect or faulty

🌍 International Orders (Outside the UK & EU)

You may return unused and unopened items within 14 days of receipt for a full refund or store credit.

Please note:

  • Shipping costs and customs charges are non-refundable.
  • Customers are responsible for return postage and any related fees.
  • Please ensure that the items you are ordering are permitted for import in your country. MOSANNE will not be held liable for parcels that are delayed, returned, or withheld by customs authorities due to local restrictions.

If your parcel is returned to us by customs:

  • We will issue a refund for the item(s) only, excluding the original shipping cost.
  • Refunds will only be processed once the goods are safely received back by MOSANNE in their original, sellable condition.
  • No refunds will be issued for items not returned to us by customs.

🇪🇺 EU Orders

We aim to provide smooth delivery for EU customers and handle all customs duties and VAT charges. However, the following policies apply:

Customs Delays:

  • MOSANNE is not responsible for customs clearance delays, which are outside our control.
  • Refunds are not issued for parcels that are still in transit or undergoing customs processing.
  • Please ensure that the items you are ordering are permitted for import in your country. While MOSANNE handles custom duties and VAT for EU orders, it is the customer's responsibility to verify that the products comply with their local import regulations. MOSANNE will not be held liable for parcels that are delayed, returned, or withheld by customs authorities due to local restrictions.  

If your parcel is returned to us by customs:

  • We will issue a refund for the item(s) only, excluding the original shipping cost.
  • Refunds will only be processed once the goods are safely received back by MOSANNE in their original, sellable condition.
  • No refunds will be issued for items that are not returned to us by customs. 

Returned Orders:

If an EU order is returned undelivered due to address issues or recipient unavailability:

  • We offer reshipment (new shipping charges apply), or
  • A store credit equal to the value of the items (excluding original shipping)

Please note:
Shipping costs are non-refundable for EU returns or undelivered parcels.

❗ Additional Terms

  • Goods are offered subject to availability and accurate pricing
  • In cases of listing errors (e.g., incorrect pricing or stock levels), MOSANNE reserves the right to cancel the order and refund the customer
  • Manufacturer specifications may change without notice; minor changes do not entitle cancellation or return

❗Restocking Fee

  • Refused or Undeliverable Orders: If a customer refuses delivery of an order or if an international shipment is returned to us as undeliverable (due to address issues), the original shipping fees, customs duties, and import taxes will not be refunded. In addition, a restocking fee of 15% of the order value will be deducted from the refund to cover handling and administrative costs.
  • Change of Mind Returns: Customers have the right to return items within 14 days. Please note that return shipping costs are the responsibility of the customer, and a restocking 15% restocking fee of the order value will apply to cover costs incurred.
  • Damaged or Incorrect Items
    If an item arrives damaged or incorrect, MOSANNE will provide a full refund or replacement at no additional cost. No restocking fee will apply in these cases.

📬 Need Help?

If you believe you've received the wrong item or a faulty product, or if you have questions about this policy, please contact us at info@mosanne.com before initiating a return.