Refund policy
At MoriiHome, we want you to feel comfortable with your purchase. If you need help with sizing, an order, or a product concern, contact us through website chat or at support@moriihome.com. We will help you understand the available options.
This policy explains our voluntary return service and how we handle product problems. It does not limit any rights you have under applicable consumer law.
1. Return Window
For eligible change-of-mind returns, including an unsuitable size or a change in preference, please notify us within 30 calendar days after delivery. Include your order number and identify the items you wish to return. An order confirmation or another reasonable proof of purchase is sufficient.
Please send the items back within 14 calendar days after notifying us. We will provide return instructions promptly. A delay by us in supplying those instructions will not invalidate a request made on time. Different deadlines may apply when you exercise statutory rights, as explained below.
2. Item Condition
Under our voluntary return service, items should be unworn beyond a reasonable fit check, unwashed, unaltered, and free from customer-caused stains, perfume, damage, or signs of extended use. Keep original tags attached and any applicable hygiene seals intact.
Please use the original packaging where available, or suitable protective packaging. Opening ordinary packaging to inspect an item does not, by itself, remove your statutory rights. Packaging damaged in delivery is not treated as damage caused by you. The conditions for voluntary returns do not restrict your rights concerning faulty, damaged, or incorrectly supplied goods.
3. Return Exclusions
The following exclusions apply to voluntary change-of-mind returns only, to the extent permitted by applicable law:
- Items made to your individual specifications or clearly personalized for you.
- Items clearly identified as Final Sale before purchase.
- Items that cannot be returned for genuine health or hygiene reasons after their protective hygiene seal has been removed, where a lawful hygiene exception applies.
- Items damaged, altered, washed, or used beyond a reasonable inspection or fit check by the customer.
Panties and other intimate items are assessed according to their product-specific information, hygiene protection, condition, and applicable law; they are not automatically excluded from all remedies. A discount, gift card payment, or store-credit payment does not remove statutory rights. Faulty or incorrectly supplied goods remain subject to the remedies required by law.
4. How to Arrange a Return
- Contact us through website chat or email support@moriihome.com with your order number and the items concerned. If you are already speaking with us in chat, you do not need to start again by email.
- We will confirm the applicable return process, designated return address, and shipping-cost arrangements. You may explain the reason so we can help, but no reason is required where the law gives you a right to withdraw without one.
- Pack the items securely and keep proof of posting. Tracking is recommended to help locate the parcel; paid insurance is not a blanket condition of eligibility.
Use the designated return address, which may differ from the address on the delivery package. Contact us before sending an item so we can provide the correct details. This administrative step does not make a statutory cancellation dependent on our approval. Please check with us before purchase if you need to confirm the return destination or likely postage costs; a local return warehouse is not guaranteed.
5. Return Shipping and Other Delivery Charges
Change-of-mind returns: You pay the direct return postage where this responsibility was disclosed before purchase and applicable law permits it. If we offer a paid return label, we will disclose the charge and obtain your agreement before providing it. A charge deducted for that label will not also be collected separately. If you purchase return postage yourself, we will not deduct that same postage cost again.
Faulty, damaged, or incorrect goods: Where the problem is our responsibility, we will arrange or reimburse reasonable and necessary return costs as required by applicable law. We will explain the arrangements before you send the item.
Original delivery charges are generally excluded from our voluntary change-of-mind refund, except where we agree otherwise or the law requires reimbursement. For example, an eligible statutory cancellation of an entire EU or UK distance order includes the original standard delivery charge; the additional cost of a customer-selected premium delivery option need not be included. Charges relating to goods we cannot supply will be refunded as required by law.
6. Refunds
Refunds for eligible returned items are based on the amount actually paid for those items, after applicable discounts. For bundles or multi-buy offers, we will explain the relevant allocation of the purchase price when arranging the return. There is no additional cash refund for an item for which no separate amount was paid.
We will assess voluntary returns and initiate any refund due promptly, normally within 7 business days after receiving the goods. Where applicable law requires an earlier refund, or requires us to act on evidence of return rather than wait for receipt, that legal requirement takes priority. We will let you know the outcome and explain any lawful deduction for customer-caused loss in value; any agreed return-label charge will be itemized separately.
Refunds are returned to the original payment method unless you expressly agree to another lawful arrangement. Where an order used a gift card or store credit, the corresponding refunded amount is restored to that payment source. Bank, card issuer, and payment-provider posting times vary and are separate from our refund processing time.
We may offer an optional goodwill arrangement, such as an agreed partial refund, exchange, or discount. These are assessed individually, have no automatic percentage or guaranteed amount, and require your agreement. You do not have to make another purchase or accept store credit to obtain a refund to which you are entitled.
7. Faulty, Damaged, or Incorrect Items
Please contact us as soon as you notice a problem. Describe the issue and provide your order details. Clear photos can help us assess a visible problem where reasonably available; we may also need to inspect the item. We will explain any reasonable information or return arrangements needed.
Depending on the circumstances and your applicable rights, the remedy may include repair, replacement, a price reduction, or a refund. We do not automatically require a return in every case, and we do not promise a return-free full refund for every reported problem. We will confirm the appropriate remedy and any return arrangements with you.
Our 30-day voluntary return window, Final Sale labels, hygiene exclusions, and packaging preferences do not override statutory rights relating to faulty or incorrectly supplied goods.
8. Exchanges and Sizing Help
If the fit is not right, we can help with sizing guidance and check whether an exchange is available. Please contact us within the same 30-day voluntary return window. Exchanges depend on eligibility and stock availability; any price difference or shipping charge will be explained before you agree. Exchanges are not automatically free unless we confirm this or the law requires it.
If an exchange is unavailable, we will explain the applicable return or other remedy. We will not require you to place a second order before clarifying how the original order will be handled.
9. Order Changes, Cancellations, and Shipping Delays
Contact us as soon as possible if you need to change or cancel an order. We will check its processing status and confirm what is possible. Once an order is being prepared or has shipped, we may be unable to stop or amend it operationally; this does not remove any statutory cancellation or return rights. Promotional pricing does not, by itself, make an order ineligible for those rights.
If we cannot ship within a promised timeframe, we will notify you and explain the available choices, including any revised timing and your applicable right to cancel unshipped goods for a refund. We will obtain any consent to delayed shipment required by law. Priority handling or an expedited shipment is confirmed only when actually arranged.
10. Marked Delivered but Not Received
If tracking shows delivery but you cannot locate the parcel, contact us promptly with your order number and a brief description of the situation. We will review the tracking information and investigate with the carrier. We may ask you to check the delivery location, household members, building reception, or other relevant details. We do not require you to prove the absence of a signature as a blanket condition for investigating. Any remedy will depend on the investigation and applicable law.
11. Contact Us
For order, return, or product support, use website chat or email support@moriihome.com. We aim to acknowledge requests within 1–2 business days; resolving a request may take longer depending on the information and investigation needed. This response target does not extend legal deadlines.
Live chat hours: 10:00 AM–8:30 PM (GMT−4 during daylight saving time; GMT−5 during standard time), on the service days shown in our chat window. You can leave a message outside those hours.
Any individual arrangement confirmed in writing by an authorized MoriiHome representative will be honored, subject to applicable law. Updated policy versions do not retrospectively remove terms or commitments that applied to an earlier purchase.
