We want returns to be as simple and clear as possible. If you need to return an item purchased from MOGO, please follow the process below so we can identify your order and handle your return as efficiently as possible.
1. Starting a return
To start a return, please use our Royal Mail Returns portal: Start a Royal Mail Return.
When creating your return, please use the same order number and email address used when placing your order. This helps us match the returned item back to the correct Shopify order.
2. Return period
You have 14 days from receiving your order to request a return. Once your return has been received and checked, we will process the refund as soon as possible. Please allow up to 14 days for the refund to be completed after we have received and approved the returned item.
3. Return condition
Returned items must be unused, in their original condition and, where possible, in the original packaging. Please include any parts, fixings, accessories, instructions or other items supplied with the product.
4. Items that cannot be returned
We cannot accept returns for items that have been used, fitted, damaged after delivery, modified, or returned incomplete, unless the item is faulty or was supplied incorrectly.
This does not affect your statutory rights.
5. Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or you have received the wrong item, please contact us before returning it so we can advise on the next steps. We may ask for photos or further details to help us resolve the issue quickly.
Contact us: https://www.mogo.co.uk/pages/contact-us
6. How to package your return
Please package your return securely to avoid damage in transit. If the item is returned damaged due to poor packaging, this may affect your refund.
7. Refunds
Once your return has been received and inspected, we will confirm whether the refund has been approved. Approved refunds will be made back to the original payment method used at checkout.
We will endeavour to process refunds as quickly as possible. Please allow up to 14 days for the refund to be completed after the returned item has been received and approved.
8. Exchanges
If you need a different product or replacement item, please contact us so we can advise whether an exchange is possible or whether a new order will need to be placed.
9. Royal Mail return tracking
Royal Mail will provide return tracking information as part of the returns process. Please keep hold of your proof of postage or tracking confirmation until your return has been received and processed.
10. Need help?
If you are unsure whether your item can be returned, or you need help with the returns process, please contact us before sending the item back:
https://www.mogo.co.uk/pages/contact-us.
11. Terms and conditions
For more information, please refer to our Terms and Conditions: https://www.mogo.co.uk/policies/terms-of-service.
