MOSSLEY HILL SUPERSTORE LTD aims to provide a clear and fair returns process for customers who receive a physical product that does not meet the order placed. This Refund Policy explains when refunds may be requested, how return requests are reviewed and how refund requests are handled.
Refund Timeframe
Customers should contact us within 14 days of receiving their order if they wish to request a refund review. Requests made after this period may still be considered where appropriate, but they may be subject to additional review.
Return Conditions
Where a return is requested, the item should remain unused, in its original condition and, where possible, returned with original packaging. We may ask for photos or supporting details before approving a return request.
Returns may be accepted when:
the item arrived damaged
the wrong item was sent
the item is defective
the item received does not match the order confirmation
Non-Refundable Situations
Refunds may not be available in the following situations:
the item has been used
the item is returned without reasonable original condition
the request is made outside the stated timeframe
the issue is caused by incorrect delivery details entered by the customer
the customer changes their mind after dispatch, where the item is not eligible for return
the item was marked as delivered by the courier and no delivery issue can be confirmed
Damaged Item Handling
If an item arrives damaged, please contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging so we can review the issue.
Once the issue has been reviewed, we may offer a replacement, partial resolution or refund depending on the circumstances.
Wrong Order Handling
If you receive the wrong item, please contact us within 48 hours of delivery. Please provide your order number and photos of the item received so we can investigate and resolve the matter.
Where confirmed, we may arrange a replacement or refund in accordance with the circumstances of the order.
Refund Processing Time
Approved refunds are usually processed within 5 to 10 business days after the return or issue review has been completed.
Return Review
Once a refund request has been approved and any required return process has been completed, the refund will be issued within 5 business days.
After the refund has been issued by us, funds typically arrive in the customer’s original payment account within 5–10 business days, depending on the payment method, bank processing procedures and financial institution timelines.
In most cases, customers can expect to receive their refund within 10–15 business days from the date of refund approval.
If a refund has not appeared after 15 business days from approval, customers are encouraged to contact us so we can review the status of the transaction.
Contact Information
MOSSLEY HILL SUPERSTORE LTD
162-164 Greenhill Road, Liverpool, England, L18 7HN
Email: orders@mossleyhillstationery.store
Phone: +44 7027 647070