Last updated: 17 July 2026
Thank you for shopping with Morialo. We want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, replacements and refunds are handled for orders placed through our website.
1. Contact us before returning an item
Before sending any product back, please contact us at:
Email: contact@morialo.com
Include the following information:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Photographs or videos if the product is damaged, defective or incorrect
We will review your request and provide return instructions and, where applicable, the authorised return address.
Do not return products to our registered office unless we specifically instruct you to do so. Products sent without prior authorisation or sent to the wrong address may delay or prevent us from processing the return.
2. Our 30-day return policy
We accept eligible return requests made within 30 calendar days of the date you receive your order.
To qualify for a voluntary return between 15 and 30 days after delivery, the product must:
- Be unused and in the same condition in which it was received
- Include its original packaging, accessories, manuals and labels
- Be suitable for resale
- Be accompanied by proof of purchase
Please do not send a return until you have received instructions from us.
This 30-day policy is in addition to any mandatory consumer rights available under the laws applicable to your purchase.
3. UK and EU right to cancel
If you are a consumer in the United Kingdom or European Union, you generally have the right to cancel an eligible online purchase without giving a reason.
You must notify us of your decision to cancel within 14 calendar days after the day you receive the product.
After notifying us, you must return the product without undue delay and no later than 14 calendar days after the date you informed us of your cancellation.
You may inspect a product as you would reasonably inspect it in a physical shop. We may reduce the refund if the product’s value has been reduced by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.
Nothing in this policy limits your statutory consumer rights.
4. Return shipping costs
For change-of-mind returns, including returns made under the statutory cancellation period, you are generally responsible for arranging and paying the return shipping costs unless applicable law requires otherwise.
Original return shipping costs are not refundable.
We recommend using a tracked shipping service and keeping your receipt and proof of postage. We cannot guarantee receipt of a returned product if it is sent without tracking.
If the product is defective, damaged, materially different from its description or incorrect, we will cover reasonable return costs or provide another appropriate solution. Please contact us before arranging the return.
5. Damaged, defective or incorrect products
Please inspect your order as soon as it arrives.
If a product is damaged, defective, missing parts, materially different from its description or not the product you ordered, contact us as soon as reasonably possible at contact@morialo.com.
Please include:
- Your order number
- A description of the problem
- Clear photographs or videos of the product
- Photographs of the packaging and shipping label, where relevant
After reviewing the issue, we may offer an appropriate remedy, which may include:
- A replacement
- A repair, where appropriate
- A partial refund
- A full refund
We may ask you to return the product. If a return is required because the product is defective, damaged or incorrect, we will provide instructions and cover reasonable return shipping costs.
Please do not dispose of a damaged or defective product before receiving instructions from us.
6. Products that cannot be returned
Unless the product is faulty, damaged, incorrect or applicable law provides otherwise, we cannot accept returns for:
- Products made to your specifications or clearly personalised
- Perishable products
- Sealed products that are unsuitable for return for health-protection or hygiene reasons once the seal has been opened
- Products damaged through misuse, neglect or improper handling
- Products altered or repaired without our authorisation
- Gift cards
- Digital products after access or downloading has begun with the customer’s prior consent, where applicable
- Products identified as non-returnable before purchase, where legally permitted
Products purchased during a sale or promotion are not automatically excluded from returns. The same eligibility rules apply unless otherwise stated and legally permitted.
7. Order cancellations and changes
If you wish to cancel or modify an order, contact us immediately at contact@morialo.com.
We will try to accommodate your request, but we cannot guarantee that an order can be cancelled or changed after it has entered processing or been sent to the supplier for fulfilment.
If the order has already been dispatched, you may need to wait until it arrives and then follow the return process described in this policy.
8. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, colour, size or variation, please return the eligible original product for a refund and place a new order.
If you received the wrong variation because of an error by us or our fulfilment partner, contact us so we can arrange an appropriate solution.
9. Return approval and instructions
After receiving your return request, we will confirm whether the return is eligible and provide instructions.
Because our products may be fulfilled by different partners, return addresses can vary depending on the product and delivery location.
You must use the return address provided by our customer-service team. Returning a product to the sender’s address shown on the original package, our registered office or another address without authorisation may result in the return being rejected or delayed.
Approval of a return request does not guarantee a refund if the returned product does not meet the conditions described in this policy.
10. Refunds
We will notify you after receiving and inspecting the returned product.
If the return is approved, the refund will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.
Where statutory cancellation rights apply, eligible refunds will include the product price and the cost of our least expensive standard delivery option. Additional charges for express, premium or upgraded delivery are not refundable beyond the cost of standard delivery.
For returns made under our voluntary policy between 15 and 30 days after delivery, original delivery charges are not normally refundable unless the product was faulty, damaged, incorrect or applicable law requires otherwise.
Where required by applicable law, we will issue the refund without undue delay and no later than 14 days after:
- We receive the returned product; or
- You provide acceptable evidence that you returned it,
whichever occurs first.
We may withhold the refund until we receive the product or acceptable proof that it has been returned.
After we issue the refund, your bank or payment provider may require additional time to display it in your account. This processing time is outside our control.
11. Partial refunds or refund deductions
Where legally permitted, we may reduce a refund if:
- The product was handled beyond what was necessary to inspect it
- The product has been used, damaged or altered after delivery
- Parts, accessories, manuals or original components are missing
- The product’s value has been reduced because of the customer’s handling
We do not charge a restocking fee for exercising a statutory right to cancel.
12. Refused and unclaimed deliveries
If an order is refused, not collected, or returned because the customer supplied an incomplete or incorrect address, we may deduct reasonable shipping, return and handling costs from the refund where legally permitted.
If a delivery problem was caused by us, our supplier or the carrier, this deduction will not apply.
Customers are responsible for providing a complete and accurate delivery address at checkout.
13. Lost packages
If your tracking information shows no movement for an extended period or your order appears to be lost, contact us at contact@morialo.com.
We will investigate the shipment with the carrier or fulfilment partner. Depending on the outcome, we may offer a replacement or refund.
An order is not considered lost only because it is delayed or because tracking has not yet been updated.
14. Late or missing refunds
If we have confirmed that a refund was issued but you have not received it:
- Check your bank or payment account again.
- Contact your card issuer or payment provider.
- Allow the provider’s stated processing period.
- Contact us at contact@morialo.com if the refund still does not appear.
15. Chargebacks and payment disputes
Please contact us before opening a chargeback or payment dispute. We will make a reasonable effort to resolve any legitimate order, delivery or refund issue directly.
This section does not remove or restrict any rights you may have through your bank, card issuer or applicable consumer law.
16. Statutory rights
This policy does not exclude, restrict or replace any mandatory rights available to you under applicable consumer-protection law.
If there is a conflict between this policy and a mandatory law applicable to your purchase, the mandatory law will apply.
17. Contact information
For return, cancellation or refund enquiries, contact:
Morialo LTD
Email: contact@morialo.com
Registered office:
128 City Road
London
EC1V 2NX
United Kingdom
Please note that our registered office is not a return address. Contact us before returning any product so we can provide the correct return instructions.
Model cancellation notice
You may use the following wording to exercise an applicable right to cancel:
To Morialo LTD,
I hereby give notice that I wish to cancel my contract for the purchase of the following product(s):
Order number:
Product(s):
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:Please confirm the return instructions by email.
Send your cancellation notice to contact@morialo.com