The Moorah Returns and Refund Policy sets out the conditions customers must follow when requesting a return, refund or exchange. Eligibility depends on the reason for the claim, when it is submitted, the condition of the product and Moorah’s investigation and approval. Customers should check their delivered goods as soon as they receive them.

Check Your Order After Delivery

Customers should examine products immediately upon receipt for deficiencies, damage, incorrect products or other eligible issues. Reporting a problem promptly helps Moorah Customer Service review the claim within the applicable claim period.

Claims Are Subject to Review

A return, refund or exchange is not automatically approved when a request is submitted. Moorah will investigate the claim and determine whether it meets the applicable conditions before approving the requested resolution.

Cancellation by Moorah

Moorah reserves the right to cancel an order if the ordered product is unavailable for any reason. If Moorah cancels the order on this basis, 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 order carefully before completing payment.

Submit a Claim Within 3 Days

Claims for deficiencies, damage or other eligible product 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.

Moorah Review and Approval

Every claim is subject to Moorah’s investigation and approval. Customers should provide the information required by Customer Service so the issue and the delivered product can be reviewed before a return, refund or exchange is confirmed.

Damaged or Defective Products

An exchange may be arranged when the delivered product is damaged or defective, subject to Moorah’s investigation and approval.

Near-Expiry or Expired Products

Customers may submit an exchange claim when a delivered product is near expiry or has already expired. The request must follow the applicable claim procedure and timeframe.

Product Different From the Order

An exchange may also be arranged when the product received is different from the product originally ordered. Customers should report the discrepancy to Customer Service within the required claim period.

Use the Provided Consignment Note

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 supplied after approval.

Keep the Product in Its Original Condition

Products submitted for return must be returned in their original condition, quantity and packaging as first delivered to the customer. Proof of purchase must also accompany the return.

Pack Returned Products Safely

Customers are responsible for the risk and condition of a returned product until Moorah receives it. Products should be packed securely to prevent damage or loss to the item, its box or its original packaging while being returned.

Responsibility Before Moorah Receives the Return

Moorah does not accept liability for loss or damage to a returned product before it is received by Moorah. Customers should therefore ensure that the product is properly protected when preparing and sending the return.

Inspection After Receipt

Moorah will inspect an approved returned product after receiving it. The inspection is used to determine whether the applicable exchange conditions have been fulfilled.

Exchange Subject to Stock Availability

Where the applicable conditions are satisfied, an exchange may be provided subject to stock availability. The policy specifies an exchange period of within 30 days from the approved return date.

Medical Devices and Disposable Items

Products or items classified as medical devices, disposable items or one-time-use items are strictly non-exchangeable and non-returnable because of hygiene concerns.

Promotional and Sale Items

Promotional and sale items, as well as purchases made under these categories, are non-refundable and non-exchangeable. Customers should review product and promotion details carefully before completing an order.

Product Missing From the Delivery

If a product that was ordered and invoiced is missing from the delivered order, Moorah will replace the missing product. Customers should contact Customer Service to report the issue.

Products Not Included in Your Order

If a customer receives products that were not part of the original order, Moorah will arrange collection of those products from the customer.

Charged Product Not Delivered

If a customer has been charged for a product that was not delivered, the customer should contact Moorah Customer Service for assistance with delivery of the goods.

Customs Procedures May Vary

Customs procedures and regulations differ between countries and may result in circumstances outside Moorah’s control. Customers placing orders involving international delivery should be aware that customs requirements may affect the delivery process.

Customs Delays and Holds

Moorah is not liable for delays or holds caused by international customs. Such delays may depend on the procedures and regulations applied by the relevant country or customs authority.

Can I cancel my Moorah order after payment?

No. Once an order has been confirmed following payment, the customer is not permitted to cancel it. Moorah may cancel an order if the product is unavailable and return any payment already made for that order.

How long do I have to submit a 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 the 3-day period may be rejected.

What products may qualify for an exchange?

An exchange may be arranged when a delivered product is damaged or defective, near expiry or expired, or different from what the customer ordered, subject to investigation and approval by Moorah.

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. The product should therefore be packed securely before return.

Can medical devices or disposable items be returned?

No. Medical devices, disposable items 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 non-refundable and non-exchangeable under the stated Moorah policy.

What happens if Moorah sends the wrong product?

If the delivered product differs from what was ordered, the customer may submit an exchange claim within the required timeframe. If products that were not part of the order are delivered, Moorah will arrange their collection.

What should I do if an invoiced product is missing?

Contact Moorah Customer Service if an ordered and invoiced product is missing from the delivery. Moorah states that the missing product will be replaced.

Are exchanges guaranteed?

No. Claims are subject to investigation and approval, and exchanges are subject to stock availability and the applicable return conditions.