1. Why We Cannot Accept Change-of-Mind Returns

Mora Ata operates on a made-to-order fulfillment model. When you place an order, your products are individually prepared, filled, and labeled with Mora Ata branding at our manufacturing partner's facility. Each item is unique to your order and cannot be restocked, resold, or transferred to another customer.

For this reason — and consistent with consumer protection regulations that exempt sealed hygiene and cosmetic goods from standard return rights once opened — we are unable to accept returns for products that have been received in good condition, opened, or used.

This applies across all our product categories: face care, body care, hair care, and any bundled sets.

We encourage you to review product descriptions, ingredient lists, and our FAQ carefully before purchasing. If you have any questions about a product's suitability for your skin type, please reach out to us at privacy@moraata.com before ordering — we are happy to help.

2. What Is Eligible for a Refund or Replacement

We take full responsibility for the quality and integrity of every product we send. You are entitled to a replacement or full refund in the following circumstances:

3. What Is Not Eligible

The following situations are not covered by our refund or replacement policy:

• Change of mind. We are unable to process returns or refunds because you changed your mind, disliked the scent, or decided you no longer want the product after purchase.
• Skin reactions or sensitivities. Skincare products contain active botanical ingredients. Individual skin reactions vary and are not indicative of a product defect. We strongly recommend checking the ingredient list and performing a patch test before full use. Reactions do not qualify for a refund.
• Opened products in good condition. Once a product has been opened and is in good working condition, it cannot be returned for hygiene and safety reasons.
• Incorrect address entered at checkout. If a delivery fails because you provided an inaccurate or incomplete address, the cost of re-shipment is your responsibility.
• Delayed delivery within normal windows. Shipping delays within the estimated delivery timeframes stated in our Shipping Policy do not qualify for a refund.
• Promotional or sale items. Items purchased at a discounted price during sales or promotional events are final sale unless they arrive damaged or faulty.
• Late claims. Claims submitted after the time limits outlined in Section 4 will not be accepted.

4. Time Limits for Claims

To be eligible for a refund or replacement, your claim must be submitted within the following windows. These limits exist because our manufacturing partner requires us to file claims on their behalf within the same timeframes.

5. How to Submit a Claim

All claims are handled directly by Mora Ata. Please do not attempt to contact our manufacturing partner, Selfnamed, as they are unable to assist customers directly — all communication must go through us.

To submit a claim, please email us at privacy@moraata.com with the subject line "Order Issue – [Your Order Number]" and include the following information:

1. Your order number — found in your order confirmation email or your Mora Ata account.
2. A description of the issue — clearly explain what is wrong (e.g., damaged packaging, wrong product, item not received).
3. Photographs — for damaged or faulty items, please attach clear photos of the affected product(s) and the outer shipping packaging. This is required for us to file a claim with our fulfillment partner.
4. Your preferred resolution — let us know whether you would prefer a replacement shipped to you, or a refund to your original payment method.
5. Your delivery address — if you would like a replacement sent, please confirm the address you'd like it shipped to (it can be different from your original order if needed).

We aim to respond to all claims within 2 business days. Once your claim is reviewed and approved, resolutions are typically processed within 72 hours. If an internal investigation with our fulfillment partner is required, resolution may take slightly longer, and we will keep you informed throughout.

6. Resolutions We Offer

Depending on the nature of your issue, we will offer one of the following resolutions:

Replacement

A new unit of the same product will be prepared and shipped to you at no charge. Replacements are processed within 72 hours of claim approval and will follow the standard fulfillment and shipping timelines outlined in our Shipping Policy. You do not need to return the original item.

Full Refund

A full refund of the product price (and original shipping cost, if the order was entirely affected) will be issued to your original payment method. Refunds are processed within 5–10 business days depending on your bank or card provider. You do not need to return the original item.

Partial Refund

If only part of your order was affected (e.g., one item in a multi-item order arrived damaged), we will offer a partial refund or replacement covering only the affected item(s).

7. Cancelled & Failed Orders

Orders cancelled before fulfillment begins

If you need to cancel your order, please contact us immediately at privacy@moraata.com. Because our products are made to order, fulfillment begins within 1–2 working days of your purchase. If your order has not yet entered the fulfillment process, we will cancel it and issue a full refund to your original payment method.

Once fulfillment has begun, cancellation is no longer possible and the standard return policy applies.

Orders cancelled due to payment failure

If your order is cancelled due to a failed payment, you will not be charged. If a charge was made in error, it will be automatically returned to your original payment method within a few business days. No action is required on your part.

If you have been charged for a cancelled or failed order and have not received your refund after 7 business days, please contact us at privacy@moraata.com.

8. Undelivered & Returned Packages

Failed delivery attempts

If our carrier is unable to deliver your package — due to an incorrect address, an unreachable phone number, or no one being available to receive it — the carrier will attempt to notify you. Please respond promptly, as carriers can only hold packages for a short period before returning them.

If you receive a delivery notification from the carrier, contact us at privacy@moraata.com and we will help coordinate re-delivery.

Packages returned to the fulfillment center

If a package is returned to our fulfillment partner due to a failed delivery, we will contact you to arrange re-shipment. Before dispatching again, we will inspect the returned package for any damage incurred during transit. If any items were damaged during the return journey, they will be replaced before re-shipping.

Re-shipment due to a failed delivery caused by an incorrect address or missed delivery (where no fault lies with Mora Ata or the carrier) will require you to cover the cost of re-shipping.

Undeliverable packages — wrong address

If a package is returned to us because you provided an incorrect or incomplete delivery address at checkout, the original product cost will not be refunded. We will offer to re-ship your order to a corrected address, and the cost of re-shipment will be charged to you.

If you realize you have entered the wrong address immediately after placing your order, please contact us without delay at privacy@moraata.com — we may be able to update your address before fulfillment begins.

9. A Note on Skincare & Hygiene Products

Mora Ata products are personal care and cosmetic items. Under consumer protection regulations in the United Kingdom (Consumer Contracts Regulations 2013) and the European Union (EU Consumer Rights Directive), goods that are sealed for hygiene reasons and have been unsealed after delivery are exempt from the standard 14-day right of withdrawal. All Mora Ata products fall within this category.

Additionally, individual reactions to skincare ingredients vary significantly from person to person. A reaction or sensitivity to a product does not indicate that the product is defective or of substandard quality — it may simply indicate that a particular ingredient is not suited to your individual skin profile. For this reason, skin reactions do not qualify for a refund or replacement under this policy.

We always recommend:

• Reading the full ingredient list on each product page before purchasing
• Performing a patch test on a small area of skin before full application
• Consulting a dermatologist if you have known skin sensitivities or allergies
• Contacting us before ordering if you have questions about a specific ingredient

If you believe a product has caused an unexpected and severe reaction, please discontinue use immediately, seek appropriate medical advice, and contact us. While we cannot offer a refund on this basis, we take every such report seriously and will document it with our manufacturing partner for quality assurance purposes.

10. Contact Us

For all return, refund, and order issue enquiries, please reach out to us directly. We are committed to resolving every issue fairly and promptly.

You may also visit moraata.com to view your order status, track your shipment, or browse our FAQ. For shipping-related questions, please see our Shipping Policy.