Returns & Exchanges

This English version is provided for convenience. In the event of any discrepancy, the Turkish version shall prevail.

RETURN AND EXCHANGE STEPS

How do I return a product?

You can create your return request in a few easy steps.

1. Sign in to your moosemood.com account and go to My Orders.
2. From the list of your orders, click the View button next to the order you want to open a request for.
3. Here you'll see the details of that order. Further down, tick the box next to the product you want to return.
4. Once you've selected the products you want to return or exchange, choose or write your reason and click "Submit Return Request".
5. Your request is then sent to us. Our customer representatives may open a conversation window about your request or contact you through your contact details. You can follow your request with the "Return/Exchange Request" button under Orders / Order Details in your account.
6. Once your request is approved, we'll tell you how to send the product back in a conversation window on your order details screen.

If you ordered without an account, or can't access your account, you can also send your return request by email to siparis@moosemood.com.

RETURN AND EXCHANGE CONDITIONS

You can return the product you purchased within 14 days of the day you receive it, without giving any reason and without paying any penalty. Full details of your right of withdrawal are given in the Distance Sales Agreement.

1. It is enough to notify us of your return within the 14-day period. You then need to send the product back within 10 days of your notice.
2. If you send the product with our contracted courier and the return code we give you, the shipping cost is covered by us.
3. Examining and trying the product in line with its function and instructions for use does not prevent a return. If the product is used beyond that purpose, or is damaged through your fault, you are liable for the resulting loss in its value.
4. To help the return go smoothly, we kindly ask that you send products back with their tags and packaging.
5. The right of withdrawal does not apply to products made specially for you, or to items such as underwear and swimwear whose hygiene seal or protective packaging has been opened.
6. For orders invoiced to a company, a return invoice must be issued when returning.
7. You can follow your return or exchange request from the My Return and Exchange Requests page.
8. If you believe there has been an error on our part with your shipment, please contact our customer representatives at siparis@moosemood.com. In that case, all shipping costs are covered by us.
9. For orders delivered in a single shipment, we kindly ask that you send returned products back together in one parcel where possible.
10. For colour and size exchanges, you may send the product to us cash on delivery. The cost of sending the replacement product to you is paid by the buyer. For exchanges of defective products, all shipping costs are covered by us.

Refunds

We usually start processing your refund within 3 business days of the product reaching us. In every case, your payment is refunded within 14 days of our receiving your return notice at the latest, using a method that matches the one you paid with. If you return the entire order, the delivery fee is refunded as well. We'll let you know by email once the refund is complete.

For credit card payments, the amount is refunded to the card you paid with. For instalment payments, your bank may reflect the refund across your instalments. For bank transfer (Havale/EFT) payments, the amount is sent to an IBAN you provide that is registered in your name. The time it takes for a refund to appear on your statement depends on your bank. If there is a delay, you can contact your bank for details.

Products that fall outside the right of withdrawal are sent back to your address once they reach us.