Refund Policy
Returns Policy
Want to make a return?
We hope that you love your Wild Moose purchase(s). However, if you would like to return or exchange an item, you may do so within 30 days of delivery provided it meets the conditions outlined below.
Returns can be processed through our Returns Portal
Please read the following instructions on how to make a return.
How do I return an item?
1. Open the Returns Portal
2. Enter your Order Number from your order confirmation email or delivery note.
3. Select the item(s) you would like to return and give the reason why.
4. Choose whether you would like a Refund, Exchange or Store Credit.
5. Send your item selecting the courier service of your choice. We advise using a tracked service and keep proof of postage. Ensure your package is clearly marked with your name and order number. Please carefully read the return conditions below.
Once your return has been received and inspected, if accepted, we will process your refund, exchange or store credit.
We will inspect your item upon receipt but during busy times please allow up to 4 working days. Once your item(s) have been processed, please allow 3-5 working days for refunds to arrive back in your account or payment system. If you do not receive confirmation within the expected timeframe, please contact us at sales@wild-moose.co.uk.
Promotions and free gifts
If your order included free gifts or items on promotion (e.g. buy X get Y % discount or free), these must also be returned.
If the promotional item is not returned, the full retail value will be deducted from your refund.
Promotional items cannot be returned independently for a refund.
Return Conditions
To be eligible for a refund or exchange, items must be returned:
- Within 30 days of delivery
- Unused, unworn and unwashed
- In original packaging
- With all labels and tags attached
- In the same condition as received
We cannot accept returns where items show any signs of use or are missing original packaging or labels.
All returns are inspected by our staff before a refund is approved.
We reserve the right to refuse a return or charge a restocking fee in cases where the above conditions are not met. Where a return is refused it will be sent back to you and you will be charged a £6.99 shipping fee.
What will it cost me to return my item?
You return the item/s using a courier of your choice. We recommend using a tracked service and retain proof of postage. We cannot accept responsibility for items lost or damaged during return transit.
If using your own courier service, ensure the details of your name and order number are clearly marked on the item.
When will I receive my refund?
If your return is approved we will issue a refund to your original payment method or apply the store credit.
Please allow up to 10 working days for any refund to appear depending on your bank or card issuer.
Refunds will include the amount paid for the product(s) but not the original shipping costs
What if my item is damaged or items are missing?
Please inspect your order upon receipt and contact us via the Returns Portal if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Right to refuse
We reserve the right to return the item(s) back to you in the same condition in which they were received if any item(s) breach the terms of our returns policy outlined above. Where a return is refused it will be sent back to you and you will be charged a £6.99 shipping fee.
What about the warranty?
Wild Moose extends a limited one year warranty on products covering defects in materials and workmanship.
Wild Moose will replace or repair, at its option, any product or component found to be defective. The limited warranty does not apply if the product is damaged by improper use, accident, unauthorized repairs or modifications, or normal wear and tear expected over the course of the product's life.
To obtain warranty service please email us at sales@wild-moose.co.uk
A defect in materials and workmanship is defined as a manufacturing flaw which prevents the product from functioning as intended. Minor cosmetic variations and blemishes do not necessarily qualify.