What This Policy Covers

The Moorah Returns and Refund Policy sets out the conditions that apply to cancellations, returns, refunds and exchanges. Eligibility depends on the reason for the claim, the condition of the product, the time the claim is submitted and Moorah’s investigation and approval.

Check Your Order After Delivery

Customers should examine their goods immediately after receiving them. Any deficiency, damage or other eligible issue should be reported promptly through Moorah Customer Service so the claim can be reviewed within the applicable period.

Cancellation by Moorah

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

Cancellation After Payment Confirmation

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

Submit a Claim Within 3 Days

Claims for eligible return, refund or exchange issues 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 after this period.

Claim Review and Approval

Submitting a claim does not automatically guarantee a return, refund or exchange. Moorah will investigate the reported issue and determine whether the claim meets the applicable 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 provided for the approved claim.

Damaged or Defective Products

An exchange may be arranged when a delivered product is damaged or defective, subject to the claim being submitted within the required period and approved after investigation.

Near-Expiry or Expired Products

Customers may submit an exchange claim if the delivered product is near expiry or has already expired. The product must satisfy Moorah’s return requirements and the claim remains subject to review and approval.

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 through Moorah Customer Service within the applicable claim period.

Original Condition and Packaging

Products approved for return must be sent back in their original condition, quantity and packaging as first delivered to the customer. Customers must also provide proof of purchase.

Responsibility During Return Shipping

Customers are responsible for the risks and condition of returned products until Moorah receives them. Moorah is not liable for loss or damage occurring before receipt of the returned product.

Pack Returned Products Safely

Customers should package returned products carefully to reduce the risk of damage or loss during transportation. Appropriate packing should also protect the product box and original packaging.

Inspection of Returned Products

Moorah will inspect a returned product after receiving it. The inspection is used to verify whether the approved return satisfies the relevant conditions of the return and exchange policy.

Exchange After an Approved Return

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

Stock Availability

Product exchanges depend on the availability of replacement stock. Customers should follow the instructions provided by Moorah Customer Service after their return has been inspected and approved.

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 due to hygiene considerations. Customers should review the product type carefully before completing an order.

Ordered Product Missing From Delivery

If a product that was ordered and invoiced is missing from the delivery, Moorah will arrange for the product to be replaced. Customers should contact Customer Service to report 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

Customers who have been charged for a product that was not delivered should contact Moorah Customer Service for assistance with the missing goods.

Customs Procedures

Customs procedures and regulations vary between countries and may cause outcomes or delays outside Moorah’s control. International customers should take applicable customs requirements into account when placing and receiving orders.

Customs Delays and Holds

Moorah is not liable for delays or holds caused by international customs. Delivery times may therefore be affected where an order is subject to customs processing.

No Refund or Exchange for Promotional Items

Promotional and sale items are non-refundable and non-exchangeable. Customers should review their selected promotional or sale products carefully before completing a purchase.

How long do I have to submit a Moorah return or exchange claim?

Eligible claims must be lodged through the customer service widget on the Moorah website within 3 days of receiving the goods. Claims made after this period may be rejected.

Can I cancel my Moorah order after payment?

No. According to the cancellation policy, customers are not allowed to cancel an order once it has been confirmed following payment.

What happens if Moorah cancels my order?

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

When can a product be exchanged?

An exchange may be arranged if the delivered product is damaged or defective, is near expiry or expired, or differs from what the customer ordered, subject to investigation and approval.

What condition must a returned product be in?

The product must be returned in its original condition, quantity and packaging as first delivered, together with proof of purchase.

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

The customer remains responsible for the risks and condition of the product until Moorah receives it. Customers are advised to package returned products securely.

Can medical devices or disposable items 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 or exchanged?

No. Promotional and sale items are classified as non-refundable and non-exchangeable under the policy.

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

If an ordered and invoiced product is missing, contact Moorah Customer Service. Moorah states that the missing product will be replaced.

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

Moorah will arrange to collect products delivered to the customer that were not part of the original order.