Returns & Refunds Policy

We want you to feel comfortable when shopping with MomentMode. If something is not right, this policy explains how returns, exchanges, and refunds work.

Nothing in this policy affects your statutory rights as a UK consumer.

30-Day Return Window

You may request a return for eligible items within 30 days of delivery.

The 30-day period starts from the day your parcel is delivered, not the day the order was placed.

This applies to both defective and non-defective products. Change-of-mind returns are accepted as long as the item meets the return condition below.

Condition of Returned Items

To be eligible for a refund or exchange, the item should be:

• Unused and in the same condition you received it
• Returned with original packaging where reasonably possible
• Returned with any tags, labels, or wrapping where applicable
• Free from damage, marks, or wear caused after delivery

If a returned item has been used, damaged, altered, or handled beyond what is reasonable for checking the product, we may decline the return or reduce the refund to reflect any loss in value, in line with UK consumer law.

Statutory Cancellation Right

Under UK consumer rules, you may also have a legal right to cancel an online order within 14 days of delivery without giving a reason.

To exercise this right, email us at info@momentmode.co.uk with your order number and a clear message that you want to cancel your order.

After cancellation, you should return the goods within the required return period. Our 30-day return window gives you more time, but your statutory rights remain available.

How to Start a Return

To start a return, please follow these steps:

1. Email us at info@momentmode.co.uk with your order number and reason for return.
2. Wait for our return instructions before sending the item back.
3. Repack the item securely, preferably in its original packaging.
4. Send the parcel using the return method we provide or approve.
5. Keep your proof of postage until your refund or exchange has been completed.

Please do not send items back without contacting us first, as this may delay your return.

Return Shipping Cost

Return shipping is free for customers when the return is arranged through our approved return process.

If you choose to use your own return method without our approval, we may not be able to refund that return postage cost.

For faulty, damaged, or incorrect items, we will arrange the return at no cost to you.

Restocking Fee

We do not charge a restocking fee.

Exchanges

We accept exchanges within the same 30-day return window, subject to stock availability.

Email info@momentmode.co.uk with your order number and the item you would like in exchange.

Once we receive and check your original item, we will arrange the replacement where available.

If the replacement item costs more, we may send a payment link for the difference. If it costs less, we will refund the difference to your original payment method.

Refunds

Once your return arrives with us, we will inspect it and email you with the outcome.

Approved refunds are issued to the original payment method within 10 business days after we receive and approve the returned item.

Your bank, card provider, or payment service may take additional time to show the refund in your account.

Because standard shipping is free on all orders, there is usually no original shipping charge to refund.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please email info@momentmode.co.uk within 7 days of delivery.

Please include:

• Your order number
• A short description of the issue
• Clear photos of the item and packaging

We will review the issue and offer a suitable solution, such as a replacement, exchange, or refund where applicable.

For faulty goods, your consumer rights may apply beyond our standard 30-day return window.

Items We Cannot Accept Back

We may not accept returns for:

• Items that have been used, washed, altered, or damaged after delivery, unless faulty
• Items returned outside the 30-day return window, unless a statutory right applies
• Gift cards, where applicable
• Custom or personalised items, unless faulty
• Items sent back without contacting us first

Contact

MomentMode
72 Cross St, Farnworth
Bolton BL4 7AJ
United Kingdom

Email: info@momentmode.co.uk
Phone: +44 1204 703730

Customer support hours:
Monday to Friday, 9:00 AM – 5:00 PM GMT