Return and Refund Policy

Thank you for choosing Morada UK. We aim to provide high-quality products and a smooth, transparent shopping experience. This policy explains how returns and refunds are handled in accordance with UK consumer law and Google Merchant Center requirements.

Change-of-Mind Returns (14 Days)

Customers may request a return within 14 calendar days from the date of delivery. To qualify, items must be:
– unused and uninstalled
– in original, undamaged packaging
– in resaleable condition
– including all accessories, fixtures and documentation

Return shipping costs for change-of-mind returns are the customer’s responsibility unless the item is faulty.

If you would like us to arrange collection:
– Standard courier items: £14.95
– Palletised or large items: £39.95

A restocking fee of up to 25% may apply to cover inspection, repackaging and administration according to supplier requirements.

Made-to-Order & Bespoke Products

The following products cannot be cancelled or returned unless faulty:
– made-to-order items
– customised / bespoke products
– items manufactured specifically for your order
– items with special finishes

Production begins immediately after your order is placed, so cancellations are not possible once manufacturing has started.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us immediately at info@moradauk.com with photographs and details of the issue.
We will arrange a collection free of charge.

Depending on the situation, we may provide:
– a repair
– a replacement
– a full refund

Your rights are protected under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days.

Non-Returnable Items (Unless Faulty)

For hygiene and safety reasons, the following items cannot be returned unless faulty:
– used or installed items
– opened toilet seats or hygiene-sensitive products
– bespoke, customised or made-to-order products
– products missing packaging, components or fixings

Return Address Information

We operate multiple warehouses and supplier return centres. Therefore, the correct return address is provided after Return Authorization (RA) approval to ensure your item is shipped to the correct facility.

To ensure returns are processed correctly:
– We will provide the correct supplier return address after your return request is approved.
– Items must not be returned before authorisation.
– Returning items to the wrong address may delay processing or result in rejection.

How to Initiate a Return

Before returning any item, please contact our returns team.
Email: info@moradauk.com

We will provide:
– a Return Authorisation (RA) number
– number-supplier-specific return address
– packaging instructions

Please ensure the item is securely packed in its original packaging.
The RA number must be clearly written on the outside of the parcel.

Unauthorised returns may be refused.

Refund Process

After receiving and inspecting your returned item:
– we will notify you of approval or rejection
– approved refunds will be issued to your original payment method
– refunds are processed within up to 14 business days of receiving the item or proof of return

Delivery charges are non-refundable unless the product was faulty or incorrect.

Order Cancellation

Orders may be cancelled before dispatch.
Made-to-order or bespoke items cannot be cancelled after production has begun.

Delivery Issues / Item Not Received

If your order has not arrived within the estimated delivery timeframe, please contact us.
We will investigate with our courier partners and arrange an update, replacement, or solution as required.

Delivery Failure

If delivery fails due to an incorrect address or customer unavailability:
– redelivery charges may apply
– refused deliveries may be treated as change-of-mind returns and may incur restocking fees

After Receiving Your Order

Please check your items promptly after delivery.
Report missing parts, damages, or incorrect items as soon as possible to ensure quick resolution.

Disclaimer

Approval of returns is subject to inspection.
Morada UK reserves the right to decline returns that do not meet policy conditions.
This policy does not affect your statutory rights.

Contact Information

Phone: +44 333 880 0513
Email: info@moradauk.com
Address: 4th Floor, Silver Stream House, Fitzroy Street, London, W1T 6EB

Support Hours:
Monday–Friday: 09:00 AM – 5:00 PM

Company Information:
Casa Morada LTD
Company Reg No: 15890139