Widerrufsrecht

Returns & Refunds

At Mouzelli, we want you to be happy with your purchase. As many of our products are produced especially after an order is placed, we aim to avoid unnecessary returns while ensuring that your consumer rights are fully respected.

Returns

If you are a consumer in the European Union, you generally have the right to withdraw from your online purchase within 14 days after receiving your order, without giving a reason.

To request a return, please contact us at support@mouzelli.com within 14 days of receiving your order. Please include your order number and the item(s) you would like to return.

After notifying us of your return, you have an additional 14 days to send the item back.

Please do not return products without contacting us first. We will provide you with the appropriate return instructions and return address.

Items should be returned in their original condition. You may inspect the product as you would in a physical store, but returned products should not show signs of unnecessary use or damage.

Return Shipping Costs

For returns due to a change of mind, incorrect size selection, colour preference or another reason unrelated to a defective or incorrect product, the direct cost of return shipping is the responsibility of the customer.

Please always contact us before returning an item.

Damaged, Defective or Incorrect Products

If you receive an item that is damaged, defective, incorrectly manufactured or different from what you ordered, please contact us at support@mouzelli.com as soon as possible.

Please include:

• Your order number
• A brief description of the issue
• Clear photographs showing the product and the problem

For production-related issues, we strongly recommend contacting us within 30 days of delivery. Our production partners allow us to request a replacement or refund for qualifying manufacturing errors and damaged products reported within this period.

If the issue is confirmed, we will arrange an appropriate solution, such as a replacement or refund, at no additional cost to you. In many cases, a damaged or defective item will not need to be physically returned.

This 30-day reporting period for our production-partner process does not limit any statutory consumer rights you may have.

Exchanges

Because many Mouzelli products are produced specifically after an order is placed, we currently do not offer direct product exchanges.

If you would like a different size, colour or product, please contact us. Where your statutory right of withdrawal applies, you may return the original item in accordance with this Returns & Refunds Policy and place a new order for your preferred item.

Personalised Products

The statutory right of withdrawal may not apply to products that are made according to your individual specifications or clearly personalised. This exception concerns genuinely customised products; EU rules specifically recognise tailor-made/personalised goods as an exception to the normal withdrawal right.

Where this exception applies, it will be made clear on the relevant product page before purchase.

Refunds

Once we receive and inspect an eligible return, we will process your refund using your original payment method.

For a full withdrawal from an eligible order, the refund includes the price paid for the returned products and the cost of our standard delivery option. Any additional amount paid for a more expensive shipping method is not refundable.

We may wait to issue the refund until we have received the returned products or you have provided evidence that they have been sent back. Dutch consumer guidance states that refunds following withdrawal must generally be made within 14 days of the withdrawal notification, subject to this right to wait for the returned goods or proof of shipment.

For partial returns, the original outbound shipping costs do not necessarily have to be refunded.

Please note that it may take several business days for your bank or payment provider to display the refund after it has been processed.

Order Issues

If you experience an issue with your order, please contact:

Mouzelli Customer Support
support@mouzelli.com

We will review your request and provide you with the appropriate next steps.