Moorah Returns and Refund Policy

Cancellation by Moorah

Moorah reserves the right to cancel an order if the ordered product is unavailable for any reason. If this occurs, Moorah will notify the customer and return any payment that has already been made for the affected order.

Cancellation After Payment

Customers are not allowed to cancel an order once the order has been confirmed following payment. Customers should therefore review their order details carefully before completing payment.

Check Your Order After Delivery

Customers should examine products immediately after receiving them and check for deficiencies, damage or other eligible problems. A claim must be submitted through Moorah customer service within 3 days of receipt. Moorah reserves the right to reject claims submitted outside this period.

Claims Are Subject to Approval

Submitting a return, refund or exchange request does not automatically mean the claim will be accepted. Moorah will investigate the request, and the claim is subject to approval based on the circumstances and applicable return or exchange conditions.

Damaged or Defective Products

An exchange may be arranged when the product delivered to the customer 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 its expiry date or has already expired. The request must follow the applicable claim process and timeframe.

Product Different From the Order

An exchange may also be arranged if the product received is different from the product that the customer originally ordered.

Step 1 – Inspect the Product

Examine the goods immediately after delivery. Check the product, quantity and condition and identify any damage, defect, expiry issue or difference from the original order.

Step 2 – Contact Moorah Customer Service

Lodge the claim through the customer service widget available on the Moorah website. Claims must be made within 3 days of receiving the product.

Step 3 – Wait for Claim Review

Moorah will investigate the reported issue and determine whether the return, refund or exchange request can be approved. Customers should wait for confirmation before returning the product.

Step 4 – Return the Approved Product

Once the return, refund or exchange has been confirmed, the customer is required to send the product back using the consignment note provided by Moorah customer service.

Original Condition and Packaging

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 returned product.

Pack the Product Safely

Customers are responsible for the risks and condition of the product until Moorah receives it. Products should be packed securely to prevent loss or damage to the item, its box or its original packaging during the return process.

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 approved return items are properly prepared and protected for shipment.

Inspection of Returned Products

Moorah will inspect a returned product after receiving it. The inspection determines whether the product satisfies the applicable conditions for an approved exchange.

Exchange After an Approved Return

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

Stock Availability

Product exchanges depend on available stock. An approved return therefore does not guarantee that the same replacement product will always be immediately available.

Medical Devices, Disposable and One-Time-Use Items

Products or items classified as medical devices, disposable products or one-time-use items are strictly non-exchangeable and non-returnable due to 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 the product and promotion details carefully before completing their purchase.

Ordered Product Missing From Delivery

If a product that was ordered and invoiced is not included in the delivery, Moorah will arrange for the missing product to be replaced.

Product Not Included in Your Order

If a customer receives a product that was not part of the original order, Moorah will arrange to collect the incorrectly delivered product from the customer.

Charged Product Was Not Delivered

If a customer has been charged for a product that was not delivered, the customer should contact Moorah customer service regarding delivery of the goods.

Customs Procedures

Customs procedures and regulations vary between countries. International orders may therefore be affected by requirements or decisions that are outside Moorah’s control.

Customs Delays and Holds

Moorah is not liable for delays or holds caused by international customs. Customers placing international orders should take possible customs processing into consideration when awaiting delivery.

Can I cancel a Moorah order after payment?

No. Customers are not allowed to cancel an order once it has been confirmed following payment. Moorah may, however, cancel an order if the product is unavailable and will return payments already made for that order.

How long do I have to report a problem with my order?

Eligible claims must be lodged through Moorah customer service within 3 days of receiving the goods. Claims submitted after this period may be rejected.

What products can qualify for an exchange?

An exchange may be arranged if a delivered product is damaged or defective, near expiry or expired, or different from what was originally ordered. All claims remain subject to Moorah’s investigation and approval.

Do I need to return the product in its original packaging?

Yes. A return must be sent back in its original condition, quantity and packaging as first delivered, together with proof of purchase.

How do I send an approved return back to Moorah?

After Moorah confirms the return, refund or exchange, the customer must send the product back using the consignment note provided by Moorah customer service.

Are medical devices and disposable products returnable?

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 products be refunded or exchanged?

No. Promotional and sale items are stated as non-refundable and non-exchangeable under the Moorah policy.

What happens if Moorah sends me the wrong product?

If the delivered product is different from what was ordered, the customer may submit an exchange claim. If an additional product that was not part of the order is delivered, Moorah will arrange to collect it.

What happens if an invoiced product is missing from my delivery?

If an ordered and invoiced product is missing from the delivery, Moorah will arrange for the product to be replaced.

Is Moorah responsible for international customs delays?

No. Customs procedures vary by country, and Moorah states that it is not liable for delays or holds caused by international customs.