Refund policy

Refund & Returns Policy

Last updated: [INVULLEN: datum van publicatie]

We want you to feel confident when ordering from Moisy. This policy explains your return rights, both under UK law and under our own extended return window.

1. Your rights at a glance

You have two separate ways to return a product:

  • Your statutory right (UK law): 14-day right to cancel — for unopened products with the seal intact.
  • Our extended return window: 90 days from delivery — for unopened products with the seal intact.

Both rights apply only to products that have not been opened or used, due to hygiene reasons (see Section 4).

2. Statutory 14-day right to cancel (UK)

If you are a consumer based in the UK, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 calendar days of receiving your goods, without giving a reason.

To exercise this right:

  1. Email us at help@moisy.uk within 14 days of receiving your order, stating that you wish to cancel.
  2. Return the unopened product(s) to us within 14 days of notifying us.
  3. We will refund the full purchase price (excluding original shipping costs) within 14 days of receiving the returned product(s).

3. Our extended 90-day return window

In addition to your statutory rights, we offer an extended 90-day return window for unopened products with the seal intact. This gives you peace of mind if you change your mind beyond the statutory 14-day period.

To request a return within the 90-day window:

  1. Email help@moisy.uk with your order number and reason for return.
  2. We will provide instructions for returning the product.
  3. The product must be returned unopened, with the seal intact, in its original packaging.
  4. Once we receive and inspect the product, we will issue a refund to your original payment method within 14 days.

4. Hygiene exception — opened products

For health and hygiene reasons, we are unable to accept returns of cosmetic products once the seal has been broken. This includes products that have been opened, used, or where the protective wrapping or seal is damaged.

This exception is permitted under UK consumer law and applies to both the statutory 14-day right and our extended 90-day return window.

If you receive a product that arrives damaged, defective or with the seal already broken on delivery, this exception does not apply — see Section 7.

5. Return shipping costs

The customer is responsible for return shipping costs, including the cost of returning the product to us. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged in transit during return.

Original shipping costs paid at checkout are non-refundable.

6. Refunds

Once we receive and inspect your return, we will notify you by email of the outcome.

  • Approved returns: We will issue a refund to your original payment method within 14 days of receiving the returned product. Depending on your bank or card provider, it may take a few additional business days for the refund to appear on your statement.
  • Returns that do not meet our policy (e.g. opened products, products outside the return window, missing packaging): We may refuse the refund. In that case, we will contact you. If you wish to have the product returned to you, you will be responsible for the return shipping cost. If we do not hear back from you within 30 days, we may dispose of the product.

7. Damaged, defective or incorrect items

If your order arrives damaged, defective or you receive the wrong item, please contact us at help@moisy.uk within 7 days of receiving your order. Please include:

  • Your order number
  • A clear description of the issue
  • Photographs of the product and packaging

We will arrange a replacement or full refund (including any return shipping costs) at no additional cost to you.

This does not affect your statutory rights under the Consumer Rights Act 2015.

8. How to start a return

To start a return, email help@moisy.uk with:

  • Your order number
  • The product(s) you wish to return
  • Your reason for the return

We will respond within 2 working days with return instructions and the return address.

Please do not send products back without contacting us first — we cannot guarantee processing of returns sent without prior notification.

9. International returns

If you are returning a product from outside the UK, the same conditions apply. You are responsible for return shipping costs and any customs or duties incurred during return. Please mark the package clearly as "Returned Goods — No Commercial Value" to avoid additional duties.

We strongly recommend using a tracked shipping service for international returns.

10. Questions

For any questions about this Refund & Returns Policy, please contact:

Forretress Limited (trading as Moisy) 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, England, W1T 6EB Email: help@moisy.uk

This policy does not affect your statutory rights as a consumer.