Returns Policy
RETURNING ITEMS BOUGHT FROM MOUS
If you're not satisfied with a product purchased directly from Mous, you can return it for a refund within 30 days of delivery.
To be eligible for a return, your product must be:
• Unused and in new condition
• Returned in its original product packaging
• Securely packaged to prevent damage during transit
You are responsible for return shipping and handling charges and for securely packing your item. We are not responsible, and have no obligation to issue you a refund, for returned product that is damaged in transit. Additionally, we are not responsible and have no obligation to issue you a refund for any product that is lost in transit.
If you have changed your mind about your purchase, the product must not have been used. We cannot accept returns for products that have been personalised, customised or modified specifically for you.
Collabs cases are printed to order and are therefore not eligible for return or exchange.
If you have a warranty issue with your product, please do not initiate a standard return. Instead, visit our Warranty page to submit a warranty claim.
HOW TO START YOUR RETURN
UK ORDERS
If your order was delivered to the UK, you can start your return through our Returns Portal. You'll need your order number and the email address used to place your order.
INTERNATIONAL ORDERS
For orders delivered outside the UK, please contact our customer experience team via Contact Us. We'll provide you with the instructions you need to return your product.
You are responsible for the cost of returning your product to us. Please package your return carefully, as we cannot provide a refund or exchange for products that are damaged during the return journey.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.
EXCHANGES
If you'd like to exchange your product for a different size, colour or product, please contact our customer experience team via Contact Us with your order number and details of what you'd like to exchange.
Our team will provide you with the instructions for your exchange.
Exchanges are subject to product availability and must meet the same return conditions outlined above.
Collabs cases are not eligible for exchange.
REFUNDS
Once your return has been received and inspected, we'll process your refund.
Your refund will be made to the original payment method used for your purchase. Original shipping costs are non-refundable.
Please allow up to 15 business days for your refund to be processed after we receive your return. Depending on your payment provider, it may take additional time for the refund to appear in your account.
PRODUCTS PURCHASED FROM OTHER RETAILERS
If you purchased your Mous product from another retailer, marketplace or reseller, such as Amazon or eBay, please contact the retailer you purchased from directly to arrange your return.
CANCELLING AN ORDER
We process orders quickly so that we can get them to you as soon as possible. As a result, we can't guarantee that an order can be cancelled once it has entered our fulfilment process.
If you need to cancel your order, please contact us as soon as possible after placing it.
If we're able to stop your order before it is dispatched, we'll cancel it and issue you with a full refund.
If your order has already been dispatched, don't worry - you can return it once it arrives using our standard returns process.
Please note that printed-on-demand products, including Collabs cases, may enter production shortly after an order is placed and may not be able to be cancelled.
QUESTIONS?
If you have any questions about your return, refund, exchange or cancellation, please contact our customer experience team via Contact Us.