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Refunds, Returns & Replacement   Policies

THE IMPORTANT INFORMATION

REFUNDS

Moody Mares Plaques is happy to offer a full refund for the following reasons: 

  • Order cancellation within 12 hours of purchase. As these are personalised items and we get started on them as soon as we can (typically within 1 working day) we cannot issue a refund after 12 hours of purchase. 

  • Adding on to an order. We understand sometimes you may forget to purchase an item when ordering and therefore we are happy to accept add-ons but this must be done within 72 hours of the first order. Please do inform us first, put the order in for the item that's missing and we will refund any postage overages as we then typically combine you order into one parcel unless told not to do so. 

REPLACEMENTS

Moody Mares Plaques is happy to provide an item replacement for the following reasons: 

  • Your item has got lost in transit. If unfortunately your item has been lost by the parcel courier (Yodel or Royal Mail) and has been given the maximum amount of days for it to arrive (7 days for Yodel & 14 days for Royal Mail) we will happily send out a replacement item(s) to you. 

  • Your item has arrived with incorrect personalisation. Mistakes can happen but if in the rare chance the personalisation is wrong due to our error we will happy provide a replacement at no additional cost to our customers. However, we must be informed within 10 days of the item arriving. 

  • Your item has arrived damaged. Whilst we try and ensure your item arrives to you safely with our packaging, sometimes couriers can be a little careless (as we all know!) but we will happily send a replacement item(s) out to you at no additional cost to the customer. However, we must be informed within 3 days of the item arriving. 

  • Item defect. We hope all our products last well, however, in the rare instance your item may become defective please do inform us. Our solution is to generally replace the item, however, if the customer would rather have a refund that is also okay. For this to be a viable option we need to be notified within 3 months of having a plaque item (e.g. stable plaques, rosette hangers, bridle hook plaques etc) and 10 days of having any other item (e.g. feed bowl covers, mugs, notebooks etc). However, if the defect has been caused through a customers own error/risk (e.g. Putting mugs through the dishwasher or putting cushion covers through the washing machine) then Moody Mares Plaques doesn't take responsibility for the defect 

RETURNS

As all of our items are personalised we typically do not except returns as the item cannot be sold to another customer. However, we may ask you to return an item if it has a defect so we determine where the defect is, how we can prevent it in the future to help us improve and of course at no additional cost to the customer. 

Moody Mares Plaques works in accordance with the General Data Protection Regulation (2018).

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