At MOHFA LIMITED, customer satisfaction is important to us. This Returns & Refund Policy explains the conditions under which products may be returned and refunds may be issued. The uploaded website screenshot does not contain a returns policy, so the following is a standard policy suitable for a UK building materials supplier.
1. Eligibility for Returns
You may request a return if:
- The item is damaged upon delivery.
- The incorrect item has been supplied.
- The item is faulty or defective.
- You no longer require the item (subject to the conditions below).
To be eligible for a return, products must:
- Be unused and in their original condition.
- Be returned in their original packaging where possible.
- Include all accessories and documentation.
- Be accompanied by proof of purchase.
2. Return Period
You should notify us of any return request within 14 days of receiving your order.
Damaged, faulty, or incorrect items should be reported within 48 hours of delivery.
3. Non-Returnable Items
The following items cannot normally be returned unless they are faulty or supplied in error:
- Custom-made or bespoke products.
- Special order items.
- Products that have been used, installed, or modified.
- Items damaged after delivery due to misuse or improper handling.
4. Damaged or Incorrect Deliveries
If your order arrives damaged or incorrect:
- Inspect the goods immediately upon delivery.
- Take clear photographs of the damage or incorrect item.
- Contact our customer service team within 48 hours.
- Do not use or install the affected products until your claim has been reviewed.
We may arrange a replacement, repair, or refund where appropriate.
5. Return Process
To request a return:
- Contact our customer support team.
- Provide your order number.
- Explain the reason for the return.
- Include photographs where applicable.
- Wait for return authorisation before sending goods back.
Returns sent without prior authorisation may not be accepted.
6. Return Shipping
Where the return is due to:
- Our error,
- A faulty product, or
- A damaged delivery,
we will normally cover the reasonable return shipping costs.
If the return is due to a change of mind, the customer is responsible for return shipping costs unless otherwise agreed.
7. Inspection of Returned Goods
Once returned goods are received, they will be inspected to confirm that they meet the conditions of this policy.
If approved, we will process your refund or replacement as soon as reasonably possible.
8. Refunds
Approved refunds will be issued using the original payment method wherever possible.
Refunds may include:
- Full refund
- Partial refund (where appropriate)
- Replacement product
- Store credit (if agreed)
Refund processing times may vary depending on your payment provider.
9. Exchanges
Where stock is available, we may offer an exchange instead of a refund for eligible returned items.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders that have already been dispatched may be treated as returns and will be subject to this policy.
11. Your Consumer Rights
Nothing in this policy affects your statutory rights under applicable UK consumer protection laws, including the Consumer Rights Act 2015.