Exchange Policy
ONLINE PURCHASE
To exchange an online purchase please fill out the item exchange form – https://rebrand.ly/Item-exchange-form within 7 days from the package receipt date. Mention the order ID, exchange details required and the exchange will be processed within 7 days of receiving the garment. Please note that courier charges of LKR 600/= are to be incurred by the customer and exchanges can only be made for different sizes or different colors of the same item. To exchange successfully the product must be in resalable condition, with packaging intact. Please note that we do not exchange innerwear products. Kindly note that you will receive a reply within 24 working hrs & Please do not expect a reply during weekends and public holidays.
IN-STORE PURCHASE
If you have bought a Moose Clothing Company product at a leading retailer please adhere to the retailer’s return policy.
REFUND/CANCEL ORDERS
• In the unlikely event that any item you have ordered from us is damaged or defective, or if the item delivered is different from what you had ordered will only be accepted for refund or an exchange and will be arranged free of charge.
• If you have placed an order on our website and have changed your mind about it, If we have not shipped the item yet, no worries it is like you never placed the order.
• In the event that the order has been dispatched, this is unfortunately something we will not be able to accommodate. In this case, please follow the general exchange policy of the company.
• If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund/exchange of the item.
• We aim to process all refunds within 10 working days of receiving your parcel at our warehouse.
• A refund will be made to the card used for the original order.
• Refunds will usually clear into your account within 10 working days, however, this can vary according to the bank.
PRODUCT COMPLAINT PROCESS
We strive to ensure that every product you receive meets your expectations. In the rare event that you encounter any issues with your purchase, we have established a straightforward process for handling product complaints and exchanges. Please follow the steps below to resolve your concern
1. Identify the Issue
If you notice any defect, damage, or other issues with your product, please take note of the problem.
2. Contact Customer Service
Reach out to our customer service team through one of the following methods:
• Phone: +94 76 346 6673
• Email: [email protected]
• We are active on Facebook & Instagram.
Please provide the following information to help us assist you efficiently:
• Your order number if purchased online
• Bill or any other purchase reference if purchased from an outlet
• Product details
• A description of the issue
• Washing/drying method used
3. Initial Assessment
Our customer service team will review your complaint and document it in our system. We may ask for additional information or evidence, such as photos or videos, to better understand the issue.
4. Verification
Once we receive all the necessary information, we will inform you if your complaint meets our criteria for an exchange.
5. Return Process
We will provide you with detailed instructions on how to return the product, including any necessary shipping labels. Please follow these instructions to send the product back to us.
6. Inspection
When we receive the returned product, our product development team will inspect it to verify the reported issue.
7. Decision
Based on our inspection, we will either approve or reject your exchange/refund request. We will notify you of our decision promptly.
8. Exchange Process
If your exchange request is approved, we will prepare and ship a replacement product to you, without any additional charge.
We appreciate your patience and understanding throughout the process. Our goal is to resolve your issue as quickly and efficiently as possible, saying that please note that the whole process might take 7-10 business days.