Refund policy
Return & Refund Policy
We want you to be happy with your Moss & Noor products. If something isn't right, you have the right to return your order under the terms below.
At a glance
| Where you live | Return window | Who pays return shipping |
|---|---|---|
| European Union | 14 days from delivery (statutory cooling-off right) | You, unless we sent the wrong or a defective item |
| Outside the EU | 30 days from delivery | You, unless we sent the wrong or a defective item |
Refunds are processed within 14 days of us receiving the returned item, or earlier where required by law.
1. EU Right of Withdrawal (14 days)
If you live in a European Union member state, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. This is your statutory cooling-off period under Consumer Rights Directive 2011/83/EU.
How to exercise your right of withdrawal
You can withdraw in three ways:
-
Use our EU withdrawal button — click the button below to create an email with the required withdrawal information pre-filled.
Exercise EU right of withdrawal - Complete the Standard EU Withdrawal Form (see Section 2) — send by email to hello@mossnoor.com or by post to our return address.
- Send any other unambiguous statement of your decision to withdraw — for example, a clear email or letter to hello@mossnoor.com referencing your order number.
We'll confirm receipt of your withdrawal notice without delay on a durable medium (typically by email).
What gets refunded
We refund:
- The full price of the returned items
- The original delivery charge (standard delivery — if you chose express or upgraded shipping, we refund the equivalent of standard delivery)
We don't refund:
- The cost of return shipping (you arrange and pay for return delivery, unless the product was defective or incorrect)
Hygiene exclusion (sealed body care products)
Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery and are unsuitable for return due to hygiene reasons. For Moss & Noor this means:
- Sealed, unopened products — full right of withdrawal applies
- No opened products (broken seal, used roll-on, used pump etc.) — cannot be returned for hygiene reasons
If you're unsure whether a product still qualifies as sealed, contact us at hello@mossnoor.com before sending it back.
Condition of returned items
Returned items must be:
- In their original packaging
- Sealed (per the hygiene exception above)
- In the condition you received them
You're entitled to inspect a product as you would in a physical store. Handling beyond what's necessary to establish the nature and characteristics of the product may reduce the refund.
2. Standard EU Withdrawal Form
Copy the text below into an email to hello@mossnoor.com, or print and post it to the return address. Use of this form is optional but recommended.
To: M&N Body Care AB, Hårdvallsgatan 18, 115 46 Stockholm, Sweden - hello@mossnoor.com
I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Order number: ___________
Ordered on: ___________
Received on: ___________
Name of consumer: ___________
Address of consumer: ___________
Signature (only if notified on paper): ___________
Date: ___________
3. International Returns (outside the EU)
If you live outside the European Union, you have 30 days from receiving your order to request a return. Items must be sealed, unused and in their original packaging.
The hygiene rules in Section 1 apply equally: we can't accept returns of opened body care products.
To start an international return, contact hello@mossnoor.com with your order number.
4. How to start a return
- Open the order in your account or order status page and click "Request return" — or email us at hello@mossnoor.com.
- We'll confirm whether the item is eligible and send you a return reference.
- Pack the item securely in its original packaging.
- Send the parcel to our return address (Section 8).
- Once we receive and inspect the return, we'll process the refund.
Please don't send items back without requesting a return first — we can't process unannounced returns.
5. Refunds
- Timing: We refund within 14 days of receiving the returned item, in line with EU law. Most refunds are processed within 5 business days of receipt.
- Method: Refunds are issued to the original payment method.
- Bank processing: Once issued by us, your bank or card provider may take 3–10 business days to post the funds to your account.
- If your refund hasn't appeared after 15 business days, contact us at hello@mossnoor.com.
6. Damaged, defective or incorrect items
Inspect your order on delivery. If a product is damaged, defective or different from what you ordered, contact us at hello@mossnoor.com within 14 days of receiving it. Include your order number and a photo of the issue.
We'll arrange a free replacement or refund — including return shipping at our cost.
7. Exchanges
We don't process direct exchanges. The fastest way to get a different product or scent is to return the original item under the terms above, and place a new order for what you'd like.
8. Returns address & contact
M&N Body Care AB
Hårdvallsgatan 18
115 46 Stockholm
Sweden
Email: hello@mossnoor.com
Website: mossnoor.com
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