Refund policy
At MOR, we believe in transparency, quality, and building trust. We work hard every day to ensure your shopping experience is smooth, secure, and enjoyable. Below you’ll find everything you need to know about our returns process, your statutory rights, and how we handle returns for our premium design objects and furniture.
1. Right of Withdrawal (EU Customers)
If you are based in the European Union, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, no explanation needed.
We make exercising your right of withdrawal as simple as purchasing. You can initiate a return in one of two ways:
- Instant Online Withdrawal (Recommended): Use our automated Withdraw order link. Simply enter your email, enter the validation code sent to you by email, and select the order you want to cancel. You will instantly receive a digital receipt of your request.
- Email: You can still email us at email@mordesign.com with your order number, and our team will manually guide you through the process.
Return Costs: Unless an item is defective, the direct costs of return shipping are the responsibility of the customer.
Bulky Items: For oversized furniture pieces (e.g., lounge chairs, dining tables) that cannot be returned via standard parcel services, we estimate the return shipping cost within the EU to range between 10% and 19% of the product price , depending on your location and the size of the piece. Please contact us if you would like us to assist in booking a specialised white-glove courier on your behalf.
2. Requirements & Product Condition
To receive a full refund, items must be returned in a condition that allows them to be resold as new.
Handling & Assembly: You are welcome to unpack and inspect your furniture just as you would in a physical showroom. However, if the furniture has been fully assembled, used, or shows signs of wear and tear, we reserve the right to deduct an appropriate amount from your refund to cover the product's loss in value, as permitted by EU law.
Packaging: While we highly recommend returning items in their original packaging to protect them during transport, it is not a mandatory legal requirement for returning the item. If you no longer have the original packaging, the item must be securely packed in equivalent protective packaging to avoid transit damage.
3. Made-to-Order & Custom Products
Some of our pieces are crafted especially for you, allowing us to offer a truly personalised design experience. Because these bespoke items are personalised to your specific finishes, materials, or dimensions, they are not eligible for voluntary cancellation, online withdrawal, or return under Article 16(c) of EU Directive 2011/83/EU. This exemption applies unless there is a confirmed manufacturing defect or the product does not match your original order.
4. Refunds (EU Customers)
If you exercise your right of withdrawal, we will issue a full refund of the amount paid, including our standard delivery costs (premium or express delivery upgrades are excluded).
Timeline: Refunds will be processed within 10 days of us receiving the returned goods at our warehouse, or upon you providing valid, verifiable proof of return dispatch (such as a courier tracking receipt), whichever occurs first.
Method: We will issue the refund using the exact same payment method you used during your initial checkout.
5. Two-Year Legal Warranty (EU)
All MOR products are backed by the EU-mandated 2-year legal warranty against manufacturing defects and non-conformity. If an item develops a fault or does not conform to its description within 2 years of delivery, please contact us. We will arrange a repair, a replacement, or, if those are not feasible, a partial or full refund.
6. International Orders (Outside EU)
We are proud to ship our designs worldwide. If you are ordering from outside the EU please take note of the following:
Customs & Duties: Import duties, customs fees, and local taxes are not included in our pricing and may be charged by your local customs authorities upon arrival. These fees are the sole responsibility of the customer.
Returns: Returns from outside the EU are not covered by the statutory EU Right of Withdrawal. They are handled on a case-by-case basis. Please contact our support team before shipping any items back.
Made-to-Order: As with EU orders, made-to-order and custom pieces are strictly non-refundable unless verified as faulty or incorrect.
Need Help?
Our team is always here to help. If you have any questions regarding shipping, returns, warranty claims, or product care, do not hesitate to reach out.
Email: email@mordesign.com
Socials: Direct Message us on Instagram or our other social channels.