Moorah Returns and Refund Policy

Check Your Order After Delivery

Customers should examine their products immediately upon receipt. If there is a deficiency, damage or another eligible issue with the delivered product, a claim should be submitted to Moorah Customer Service through the customer service widget on the website.

Claim Within 3 Days

Claims must be lodged within 3 days of receiving the product. Moorah reserves the right to reject claims submitted after this period. All claims are subject to Moorah’s investigation and approval.

Cancellation by Moorah

Moorah reserves the right to cancel an order if a product is unavailable for any reason. If this occurs, the customer will be notified and any payment already made for the affected order will be returned.

Cancellation After Payment

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

When to Submit a Claim

A return, refund or exchange claim should be submitted when an eligible problem is identified after receiving the order. Customers must contact Moorah Customer Service within 3 days of receipt for the claim to be considered.

Claim Review and Approval

Submitting a claim does not automatically confirm a return, refund or exchange. Moorah will investigate the issue and determine whether the claim meets the applicable conditions before approving the request.

Proof of Purchase

Products returned to Moorah must include proof of purchase and meet the required return conditions. Customers should keep their order and purchase information available when contacting Customer Service.

Damaged or Defective Products

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

Near-Expiry or Expired Products

Customers may submit an exchange claim if a delivered product is near expiry or has already expired. The request must be submitted within the applicable claim period and remains subject to approval.

Product Different From the Order

An exchange may also be arranged when the product delivered is different from the product originally ordered by the customer.

Receive Return Confirmation

Customers should only send a product back after Moorah has confirmed the return, refund or exchange request. Moorah Customer Service will provide the applicable consignment note for the approved return.

Return the Product in Original Condition

Returned products must be sent back in their original condition, quantity and packaging as first delivered to the customer. Proof of purchase must also accompany the return.

Pack the Product Safely

Customers are advised to pack returned products securely to prevent damage or loss to the item, product box or original packaging during transit.

Responsibility During Return Delivery

The customer is responsible for the risks and condition of the returned product until Moorah receives it. Moorah is not liable for loss or damage occurring before the returned product reaches Moorah.

Inspection of Returned Products

Moorah will inspect an approved returned product after receiving it. The outcome will depend on whether the product and claim satisfy the applicable return or exchange conditions.

Exchange Subject to Stock Availability

Where the applicable conditions are fulfilled, an exchange may be provided subject to product stock availability. The policy states that the exchange is to take place within 30 days from the approved return date.

Medical Devices and Disposable Products

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

Promotional and Sale Items

Promotional and sale items are non-refundable and non-exchangeable under the Moorah policy. Customers should review the applicable product and promotion details before completing a purchase.

Missing Product From an Order

If a product was ordered and invoiced but is not included in the delivered order, 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 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 the undelivered item.

Customs Procedures

Customs procedures and regulations vary between countries and may result in circumstances outside Moorah’s control. International customers should take applicable customs requirements into consideration when placing and receiving orders.

Customs Delays and Holds

Moorah is not liable for delays or holds caused by international customs procedures. Delivery timing may therefore be affected when an order is subject to customs processing.

Can I cancel a Moorah order after payment?

No. Customers are not allowed to cancel an order once it has been confirmed following payment.

Can Moorah cancel my order?

Yes. Moorah may cancel an order if the product is unavailable for any reason. The customer will be notified and payment already made for the affected order will be returned.

How long do I have to report a damaged or incorrect product?

A claim must be lodged through Moorah Customer Service within 3 days of receiving the product. Moorah reserves the right to reject claims submitted after this period.

What products may 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 ordered, subject to Moorah’s investigation and approval.

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.

How do I send an approved return to Moorah?

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

Who is responsible for the product during return shipping?

The customer is responsible for the product and its condition until Moorah receives the return. Customers should package the product securely to reduce the risk of damage or loss.

Are medical devices and disposable items 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 items be refunded?

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

What happens if an item 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.

What should I do if I receive a product I did not order?

Moorah will arrange collection if a product that was not part of the customer’s order is delivered by mistake.

Does Moorah cover international customs delays?

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