Effective Date: July 2026
Last Updated: July 2026
At Mogaino, we are committed to providing premium products and excellent customer service. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains your rights and how we handle returns and refunds.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel an order within 14 days of receiving their goods without giving a reason.
To exercise this right, please contact us before returning your item.
Email: info@mogaino.co.uk
2. Eligibility for Returns
To qualify for a return, your item must:
- Be returned within 14 days of delivery.
- Be unused and in its original condition.
- Be in its original, unopened packaging.
- Include all accessories, documentation, and promotional items supplied with the order.
- Be accompanied by proof of purchase or your order number.
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used perfumes and fragrances.
- Opened beauty and cosmetic products.
- Personal care items.
- Gift cards.
- Clearance or final sale items.
- Customised or personalised products.
These exclusions do not affect your statutory rights if an item is faulty, damaged, or not as described.
4. Damaged, Faulty or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Defective
- Incorrect
Please contact us within 48 hours of delivery.
Include:
- Your order number.
- A description of the issue.
- Clear photographs showing the product and packaging.
Where appropriate, we will offer a replacement, repair, or full refund in accordance with your legal rights.
5. Return Process
To request a return:
- Email info@mogaino.co.uk with your order number and reason for the return.
- Wait for return instructions from our customer support team.
- Securely package the item.
- Send it to the return address provided by our team.
Please do not return products without contacting us first, as this may delay processing.
6. Return Shipping Costs
If you are returning an item because you have changed your mind, you are responsible for the return postage costs.
If the item is faulty, damaged, incorrect, or not as described, Mogaino will reimburse reasonable return postage costs or provide a prepaid return label where applicable.
7. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method.
Refunds are typically issued within 5–10 business days, although your payment provider may take additional time to credit your account.
Original delivery charges are refundable only where required by UK consumer law.
8. Exchanges
We currently offer exchanges only for items that are:
- Damaged
- Faulty
- Incorrectly supplied
If you require a different fragrance or product, please return your eligible item (if applicable) and place a new order.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your card issuer or payment provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
info@mogaino.co.uk
10. Consumer Rights
Nothing in this policy affects your statutory rights under:
- The Consumer Rights Act 2015
- The Consumer Contracts Regulations 2013
- Other applicable UK consumer protection laws
If goods are faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund in accordance with UK law.
11. Contact Us
If you have any questions about returns or refunds, please contact us:
Mogaino Ltd
Website: https://mogaino.co.uk
Email: info@mogaino.co.uk
We aim to respond to all enquiries within 24 business hours.
