Refund policy

You have 30 days from the day you receive your order to ask for a return.

To be eligible, the item must be in the same condition you received it, unused, with any tags attached and in its original packaging, and you need your receipt or order number.

To start a return, email us at support@moundimarket.com with your order number and the item you want to return. We will reply with a return authorisation and the return address before you send anything back. Please do not return an item to the address on the parcel – our returns address is different, and parcels sent there may not reach us.

Who pays for return shipping

- Change of mind: you pay the cost of returning the item. For suitcases and other oversized items this can be substantial, so please contact us first and we will tell you the likely cost before you commit.
- Faulty, damaged, incorrect or not as described: we pay. We will send you a prepaid label or reimburse your reasonable return postage.

Damages and issues

Please check your order when it arrives. If anything is defective, damaged or not what you ordered, contact us straight away at support@moundimarket.com with your order number and photos, and we will put it right.

Exceptions and non-returnable items

Where permitted by law, some goods cannot be returned: perishable goods, custom or personalised products, hazardous materials, and sealed goods that are unsuitable for return for health or hygiene reasons once opened. Contact us if you are unsure about a specific product.

Sale and discounted items

Items bought at a sale or discounted price can be returned under this policy and under any statutory withdrawal right. Gift cards cannot be returned or refunded except where the law requires it.

Exchanges

The quickest way to get the item you want is to return the one you have and place a new order once the return is accepted.

Your right to withdraw (European Union)

This section is a separate legal right and applies in addition to the 30-day return above. The condition requirements in the "Returning an item" section do not limit it.

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of receiving the goods, for any reason and without giving a justification.

To withdraw, send us a clear statement of your decision by email to support@moundimarket.com, or use the model withdrawal form at the end of this policy. You do not need to use any particular wording and you do not need our approval. We will acknowledge your withdrawal in writing without delay.

After telling us, return the goods within 14 days. You may handle and inspect the goods as you would in a shop, and doing so does not affect your right to a refund. You are only liable for any reduction in value caused by handling that goes beyond establishing their nature, characteristics and functioning.

Unless the goods are faulty, you bear the direct cost of returning them.

Certain statutory exceptions to the right of withdrawal may apply, for example to sealed goods opened for hygiene reasons or to personalised items.

Refunds

Once we receive and inspect your return, we will email you to confirm the outcome.

- Change-of-mind returns (30-day policy): we issue your refund within 5 business days of accepting the return.
- EU withdrawals: we issue your refund no later than 14 days after you tell us you are withdrawing. We may hold the refund until we have the goods back or you have shown proof of posting, whichever comes first.
- Delivery charges on EU withdrawals: where you paid a delivery charge, for example on an oversized item, we refund it together with the price of the goods. If you chose a more expensive delivery service than our standard option, we refund the standard cost.

Refunds go back to the original payment method, at no cost to you. Once we have sent the refund it can take a few more days for your bank or card provider to show it, and that part is outside our control.

Statutory rights

Nothing in this policy affects your statutory rights as a consumer, including rights relating to goods that are faulty or not as described.

Model withdrawal form

To Moundi Market, support@moundimarket.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

- Ordered on / received on: ____________________
- Order number: ____________________
- Name: ____________________
- Address: ____________________
- Date: ____________________