Politique de remboursement

 

OFF THE SHELF PRODUCTS

Returns of off-the-shelf products (items that are not made to order, bespoke or personalised) are accepted within 90 days of delivery (with the exception of light bulbs, see below).

Goods must be:

  • Unused
  • In original condition
  • Returned in original packaging

You must return the Goods to:
MooBoo Home, 4–6 Stable Yard Studios, Cockington Court Craft Centre, Cockington, Devon TQ2 6XA

Returns must be sent via a tracked service and within 30 days of notifying us of the return.

  • For change of mind, return postage is the responsibility of the customer.
  • For faulty items, please contact us and we will provide a return shipping label.

BESPOKE / MADE TO ORDER / PERSONALISED PRODUCTS

All MooBoo Home lighting is handcrafted to order using natural materials and customer-selected specifications.

For this reason, we do not accept returns or refunds for bespoke, made-to-order or personalised items unless they are faulty.

Delivery, inspection and damage reporting

All items must be opened and inspected within 48 hours of delivery.

If your item has arrived damaged, or you believe there is an issue caused during delivery, you must contact us within 48 hours of delivery with clear photographs of:

  • the item;
  • the packaging;
  • any visible damage;
  • and any relevant courier labels.

This allows us to assess the issue promptly and, where appropriate, raise a claim with the courier.

If damage is not reported within 48 hours of delivery, we may be unable to assist with a delivery damage claim, replacement, repair or refund.

Faulty items

If you believe your item is faulty, please contact us as soon as possible with photographs, videos where helpful, and a clear description of the issue.

In many cases, we may be able to resolve the issue without the item being returned. Depending on the nature of the fault, we may offer troubleshooting advice, send replacement parts, or provide step-by-step video guidance for a repair or replacement part to be fitted safely.

If a return is required, we will provide a prepaid return label.

Once returned, we will assess the item and endeavour to repair or rectify the issue.

If a repair is not possible, we will offer a remake or provide a full or partial refund, depending on the circumstances.

NATURAL MATERIALS (WOOD) DISCLAIMER

Many of our products are made from reclaimed and natural timber, including wind-fallen branches and salvaged wood.

By purchasing from MooBoo Home, you acknowledge and accept that:

  • Natural materials may include knots, cracks, splits, markings, colour variation, and irregular grain
  • These are not defects, but part of the character and uniqueness of the piece
  • Timber may continue to naturally move, season, expand or contract over time depending on environmental conditions

Where reclaimed or natural wood is used:

  • We take reasonable steps to inspect, prepare and treat timber before use
  • However, due to the nature of reclaimed materials, we cannot guarantee that timber is entirely free from historic or dormant insect activity

The appearance of minor natural characteristics or changes over time does not constitute a fault.

LIGHT BULBS

We do not accept returns of light bulbs unless they are faulty.

Where agreed in writing, we may offer a 5-day test period:

  • Bulbs must be returned in full working order, clean, and in original packaging
  • Returns must be sent via tracked service
  • Return postage is the responsibility of the customer
  • Any damage or breakages during return transit will be chargeable

ORDER CANCELLATIONS

Bespoke Orders (In-Studio Purchases)

We do not offer a cooling-off period for bespoke items ordered in person in our studio.

Bespoke Orders (Online or Distance Sales)

You have a 14-day cooling-off period for bespoke items ordered online or by phone.

However:

  • If work has not yet begun, a full refund will be issued
  • If work has already begun, or materials/components have been ordered or commissioned,
    we reserve the right to deduct costs for time and materials, and issue a partial refund only

After 14 days, bespoke orders:

  • Cannot be cancelled or refunded under any circumstances

CONFORMITY & GUARANTEE

We have a legal duty to supply goods that conform to the contract.

Upon delivery, goods will:

  • Be of satisfactory quality
  • Be fit for purpose (where reasonably relied upon)
  • Match their description

It is not considered a fault where:

  • The issue arises from materials supplied by the customer
  • The characteristics fall within the expected nature of handmade or natural materials (see Natural Materials section above)