Refunds

At www.MosaWholesale.com we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items.

By law, customers in the European Union have the right to refunds from the purchase of an item within seven working days of the day after the date the item is delivered. This is generally referred to as a 'cooling off' period. This applies to all of our products. We regret that we cannot accept cancellations of contracts for the purchase of food products where the item has been unsealed (this includes Syrups).Any n20 boxes will need to be sealed with all canisters in the box to be eligible for return we will not accept boxes with canisters missing.

For more information on your rights to return goods visit www.consumerdirect.gov.uk.

The Returns Procedure

To cancel your purchase within the fourteen-day cooling-off period, please call or email mosawholesaleUK@gmail.com giving the reason for the return. We will then advise you on our preferred method of return - usually we will arrange for our courier to collect. You are welcome to send back using your own shipper as long as you have Proof of Delivery/tracking. Please package the relevant item(s) securely. If you are dispatching it yourself send it to the address on the Invoice so that we receive it within 14- days after the date that the item was delivered. 

You must either insure the consignment or use a signed for service (recorded delivery). Please include a note with your contact details and an explanation of why you are returning the goods.

Once the goods have been received back with us they will be inspected and if in good condition you will be refunded the full purchase price. You will not be refunded the original shipping cost.

Please note that you are responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

Please note that orders over £100 may be subject to a 7% re-stocking fee, this will not be implemented if the items are returned due to incorrect stock being sent or damaged items being sent.

Items returned by courier

Any items returned by courier due to the delivery being unsuccessful will be charged to the customer unless the customer can prove they have

1. Been in contact or tried to contact ourselves within 24 hours of expected delivery date
2. Been in contact or tried to contact the courier within 24 hours of expected delivery date

Alternatively we can take the equivalent of the returns charge off the total amount of items being sent. If the returns charge exceeds that of the original order the buyer may be asked to pay the additional charges.

Cancellation of orders that haven't been shipped

As soon as we receive notice of cancellation of an order prior to it being shipped, we will refunds the full cost of the order - unless we have had to pre-book special shipping charges for it. Please note - once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: giftwrapping). 

COVID19

Due to the uncertain and ever-changing environment of the global pandemic, anything and everything can change very quickly and without warning, which is something we must factor in whilst operating as a business during this pandemic. The world of imports/exports and online ecommerce has rapidly had to change due to Covid19 and all parties involved (importers, distributors, retailers, couriers, freight etc.) are working day to day to keep everything moving. As a company, we will not be liable for any disruptions or delays to services during the ongoing pandemic as in the majority of cases, it is out of our control or unavoidable in order to abide by social distancing guidelines set out by the UK Government to keep both our staff and customers safe. We will do everything within our realm of control to keep operations running smoothly and on-time however in the instance that you order is delayed at any stage of dispatch/transit, we will not be providing refunds or discounts or accept liability as such. Please order with this in mind and with plenty of time spare.