Refund policy

Distance Selling Regulation and Refund Policy

Under the Distance Selling Regulations, you have the right to cancel your order within 14 days of receiving your goods, provided the items are returned in their original, unused condition. However, please note the following important points:

  1. Cancellation and Returns: If you wish to cancel your order, please notify us within 14 days of receipt of the goods. You are responsible for the return shipping costs unless the product is faulty or incorrect.

  2. Shipping Fees: Shipping charges are non-refundable unless the return is due to a fault or error on our part. If you are returning an item for reasons unrelated to an issue on our end (such as a change of mind), you will be responsible for both the original shipping cost and the cost of returning the product.

  3. Refunds: Once we receive the returned items and verify their condition, we will process your refund within 14 days. Please note that any shipping fees will be deducted from the total refund amount.

Replacement Or Cancellation

  1. You may cancel an Order or request a replacement only in the following circumstances:

    • If your product is defective or has mistakes (due to our fault) and you inform us at the earliest opportunity after you have discovered the defect or mistake, which in any event should be within 30 days after receiving the product; or

    • If we have not delivered the Order within 30 days after the date of our Order Confirmation.

  2. To cancel an order or request a replacement, you must send an email to products@moshikids.com with your Order number, specifying whether you want to cancel or order a replacement and your reasons. We may, at our discretion, request that you return the product to us within 14 days of notifying us, ensuring that the product is in its original packaging (which you should retain for this purpose), using the pre-paid label we send to you (only applicable if the issue is due to a fault on our end).

  3. Except as noted above, orders cannot be canceled or replaced once they’ve been submitted. However, if we’re able to catch your request before the order has shipped, we’ll do our best to accommodate. If you cancel an Order due to a defect or mistake on our part, we will refund the price you paid for the product (including any delivery charges). If you request a replacement product, we will send you the replacement product at our cost. Where we require a return of the product, we will send you a pre-paid return label that you must use to return the product.

  4. All refunds will be made to the payment card or service which you used to make the payment.

  5. If you request a return and there is no fault on our part, shipping charges will be your responsibility. Any refunds issued will exclude the original shipping costs.