Order cancellation
You may submit a cancellation request before the order enters shipment preparation. Requests are reviewed by Mouds; submitting a request does not cancel the order automatically. If the parcel has already been shipped, the return process applies after delivery.
Fourteen-day withdrawal period
Consumers may notify Mouds of their decision to withdraw within fourteen days after receiving the product. The return should then be sent within the statutory period, complete and with all accessories and promotional items.
Return conditions
Use the return-request area in your account or contact customer service and identify the relevant products and quantities. Pack items securely and include the requested order information. Products should not be used beyond the inspection reasonably required to establish their nature, characteristics and functioning.
Non-returnable products
Statutory exceptions include products made to personal measurements or specifications, personalised and logo-printed products, and sealed goods unsuitable for return for health or hygiene reasons after the seal has been opened. Other legal exceptions remain reserved.
Inspection and refund
Mouds checks the returned parcel after receipt. Approved refunds are issued to the original payment method within the applicable legal period. Bank processing times may affect when the amount appears in the account.
Damaged or incorrect delivery
Please photograph the parcel and product and contact us promptly if an item arrives damaged, incomplete or different from the order. Keep the packaging until the review is complete.