TERMS & CONDITIONS
Mous Products Limited ("Mous/we/us") refers to the owner of the website whose registered office is:
Mous Products Limited
115 Mare Street
VAT Number: 216475017
Registered Number: 09468982
Registered in England.
1.1 These terms and conditions and any other policies referred to in these terms and conditions (including any policies or documents to which a link is provided from these terms and conditions) (together "Terms") apply to all orders submitted by you for our website. Please read the Terms carefully.
Please note that these Terms do not affect your statutory rights as a consumer. For more information on your statutory rights, contact your local Trading Standards Office or Citizens Advice Bureau, or the equivalent in your country (if any).
1.2 Please save or print a copy of these Terms and Conditions for future reference.
1.3 References to We in the Customer Service Information refers to Mous as the context permits.
ACCEPTANCE OF ORDERS
When an order has been placed at www.mous.co, you will receive a confirmation email from the email address firstname.lastname@example.org with the subject Your Mous order receipt from MONTH DAY, YEAR your order number, details of the products you have ordered and details of the delivery service you have chosen. The email also contains the payment method, billing and shipping address. If any of the information is incorrect or you have not received this confirmation email within 24 hours of placing your order, please contact email@example.com and our dedicated Customer Support team will be able to help. Please note that this email is an acknowledgement that Mous has received your order and is not an acceptance of your order. Acceptance of your order and the formation of (a) a contract of sale for the Products between Mous and you and (b) a contract for delivery services between us and you, will only take place after the order has been submitted and payment has been received by Mous.
All prices of our delivery services on the Website are stated in either GBP, USD or EUR. Shipping terms are associated with your country and include any applicable VAT or sales tax payable. Delivery charges will be calculated during the checkout process.
We endeavor to ensure that all pricing information on Website is correct. Occasionally, however, an error may occur and our products or delivery services may be mispriced. If the correct price of our product or delivery services are lower than the price stated on the Website, we will charge you the lower amount and provide the delivery services. If the correct price of our product or delivery services is higher than the price stated on our Website, Mous will, at its discretion and on our behalf, contact you and ask you whether you wish to proceed with the order at the correct price or cancel your order and notify you of such cancellation. We will not be obliged to supply products or delivery services to you at an incorrect price. We reserve the right to refuse to fill any orders placed based on information that may contain errors or inaccuracies, including, withoutlimitation, errors, inaccuracies or out-of-date information regarding, shipping, pricing, payment terms, or the returns policy.
We may change the prices of our products or delivery services listed on our website at any time without notice.
At our discretion, Mous may offer a promotion to reduce or remove delivery charges. Without notice, this promotion may be revoked.
Any possible import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.
Please note, that multiple vouchers (including individual vouchers) cannot be combined for a single purchase. To use your voucher, simply go to your cart and enter the special coupon code. It will calculate the discount or promotion automatically.
The individual cost of the products ordered and delivery service chosen will be itemised in the email confirmation sent to you by Mous following an order submission.
Full information regarding accepted payment methods can be found on the FAQs page of our website.
Upon receiving your order, we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transacti on. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.
When paying with PayPal, your order will not ship until money is cleared under the account. It may take 5-7 working days for this to be processed.
Please note that Mous only accepts payment in either GBP, USD or EUR as specified by you. If your credit/debit card or payment method is not denominated in the currency of your purchase indicated on the Website, the final price may be charged in the alternative currency of your card or account. The final price is calculated and charged by your card issuer or bank or payment method provider. Mous will not be responsible for any cost, expense, charge or other liability incurred or suffered by you as a result of your card issuer or payment method provider charging you in a currency other than the currency set out on the Website. Please check with your card issuer or bank or payment method provider for more information on such charges.
You confirm that the credit/debit card or payment method that is being used is yours and that all details you provide to us in respect thereof including, without limitation, name and address details are complete, correct and accurate. You further confirm that the credit/debit card or payment method is valid and the inputted payment details correct. All credit/debit cardholders and any payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider. If the issuer of your card refuses to authorise payment, we will not accept your order and we will not be liable for any delay or non-delivery of your order. We are not obliged to inform you of the reason for the refusal for security reasons We are not responsible for any additional charges or other amounts applied by your card issuer or bank or payment method provider as a result of our processing of your credit/debit card payment or other method of payment in accordance with your order.
We ship our products to almost every country Worldwide. Due to customs limitations, we are currently unable to Russia, Syria, Myanmar, Chile, Colombia, India, Peru, China and Israel.
When ordering from www.mous.co, you will be offered our delivery service options once you reach the Place Order section of the checkout process. We will use reasonably endeavours to ensure orders are sent to the delivery address that you have specified. Mous Products cannot be held responsible if that delivery address is incorrect or incomplete. Please make sure the shipping information is completed accurately and fully to prevent any delivery delays. If an item is returned to us due to incorrect shipping information, we will notify you that your order has been returned to us. Please note that additional charges may be implemented to resend an order if the address is incorrect or incomplete and the order has been dispatched from our warehouse. If your order has been returned to us due to incorrect shipping information or refusal, you will be given a choice of a refund (excluding the original shipping fee) or for your order to be reshipped. Please note you will be liable for the subsequent delivery costs.
When you have selected your preferred delivery method from those offered for your selected shipping destination, and provided your order has been accepted by us, your order will usually be processed within 2-3 working days. (This policy is applicable to all shipping methods). Orders received after any specified cut off͛times or on a day which is not a working day will be processed on the next working day. Any orders that are placed after 12:00 will be processed the next working day.
If the products you have ordered are out of stock, we will send you an e-mail to inform you about your order. At which point, at our discretion, we may offer an alternative product or you may wish to cancel your order for a full refund.
We do not ship partial orders, your order will be packaged for shipment when all items are ready for shipment. In certain cases we may offer to split the order. You will only be liable to pay for the shipping cost once and Mous will pay for the delivery charge of the remainder of the split order.
Mous will use all reasonable endeavours to ensure your items are delivered within the estimated delivery time, but Mous offers no guarantee regarding delivery times, and is not liable for any delay in delivery.
Orders will only be dispatched once full payment for all products and delivery services has been received by Mous Products Ltd.
Mous shall remain liable for any damage to the product that occurs between the time that your order has been dispatched from our warehouse and the time at which we deliver your order to you.
In the event that a product is subsequently imported into a country other than the country to which we delivered the Product, you shall be responsible for complying with all local import requirements, laws, regulations and rules and paying all import taxes and duties as may be applicable in respect thereof
Please note that the estimated delivery time is not guaranteed. It does not take into account any possible delays caused by the customs or any issue the shipping company may have with the parcel. Please contact us if you believe there is an issue with the tracking and we will investigate and help wherever possible. We do our best to accurately estimate when items will be dispatched and/or delivered; however, these estimates are based on several factors over which we have no control and as such, time for dispatch and/or delivery shall not be of the essence of the contract and should be considered as rough estimate only. If you have not received your order within 15 working days of the date on which you receive confirmation of dispatch, please contact firstname.lastname@example.org with your order confirmation email and order number and we will endeavour to rectify the issue for you. We will use reasonable endeavours to answer your query within 72 hours, this will allow us time to investigate the matter further.
In the event of a replacement order being sent to you, all replacement item/s will be sent to you using a tracked delivery service.
Mous will not be responsible for any items or packages lost during transit or if it has been tracked as delivered. For international shipments, we strongly advise you to choose Express Shipping if you are at all concerned about the quality of the service from the shipping destinations postal service.
Any possible import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. The carrier wont be able to return the item to us unless these fees are paid. If the package is refused or abandoned in customs, we will have to deduct it from the refund amount.
You can cancel your order with us within 30 days of delivery (starting the day after the receipt of the goods).
If you have purchased through our website and wish to cancel, please contact email@example.com informing us of the cancellation. If your order hasnt been dispatched, we will cancel your order and refund you within 72 hours. If you have already received your order, please follow our returns procedure below. Please note, that we may not accept the item without our prior-authorisation and items may be returned to sender without our authorization.
You are responsible for returning the goods in a re-saleable condition at your own cost unless the goods are faulty. Please review the Returns procedure below for full details.
The goods must not have been used, must be complete with all components and the packaging must not be damaged. Note that if these conditions are not met we may not accept returned goods. You will be credited with a full refund within 2 working days of notifying firstname.lastname@example.org of the cancellation if your order has yet to be dispatched. If your order has been delivered, we will credit your account within 2 working days after goods are returned to us in re-saleable condition. Our customer support team will inform you when the order has been received by us and your refund has been processed.
We recommend using a postage method that provides proof of delivery and can compensate for lost or damaged goods for higher value items. Please note that we do not take responsibility for your lost returns, therefore please make sure that it reaches our return office.
Please ensure that all returns are securely wrapped and packaged. We cannot be held responsible for any units that have been damaged in transit.
Please note that Mous will not cover any return shipping costs.
QUALITY OF GOODS
The goal and established policy at Mous Products.Ltd is to provide our customers with high quality products that meet and exceed all consumer requirements and expectations in their design, manufacture and delivery. We have rigorously stress tested our cases in a wide variety of everyday and extreme scenarios to assure high standards of performance and protection. However, this does not guarantee (and must not be read as a guarantee) that our cases will protect your phone in every scenario - particularly scenarios more rigorous than normal, everyday use. Our cases do not make your phone indestructible.
Except as expressly set forth by the warranties provided here, Mous Products Ltd makes no other express or implied warranties of any kind whatsoever with respect to the product in terms of particular purpose, design, merchantability, condition, quality, or performance of the product
All Mous products are fully guaranteed against manufacturing defects. Our guarantee does not cover product damage that may result from normal wear and tear or misuse/abuse of the product, including but not limited to:
- Installation failures (e.g. screen protector installation)
- Daily wear and tear
- Intentional modifications
- Items not sold by us or authorised resellers
- Items not manufactured by us
- Misuse, mishandling of item
- Theft or loss of the product
Mous will not be liable for any indirect, incidental or consequential losses arising from the use of Mous products. The entire liability of Mous Products Ltd and any of its suppliers shall be limited to the amount actually paid by you for the product.
If you receive damaged goods or an incorrect order, please inform our Customer support team at email@example.com within 24 hours of receipt of goods. Our dedicated team will use reasonable endeavours to respond with 72 hours. In order to process a refund or replacement, we require a full description of the problem and photographic evidence.
In the event of receiving damaged goods, we may request that you return the item back to us for further investigation. The item(s) must be sufficiently packaged to avoid any possible further damage. Should we request you to return the item back to us, please email a photograph of the postage receipt to us. We recommend that you choose a mailing option with tracking for the return package. If the package does not reach us, we will not be able to issue any refund or exchange. We are not liable for lost or stolen packages during the return transit. Under these circumstances, we will reimburse you for this postage charge.
In the event of an incorrect order, please provide full details of the incorrect item and photographic evidence. We ask that you post the item back to us and provide receipt of postage. We recommend that you choose a mailing option with tracking for the return package. If the package does not reach us, we will not be able to issue any refund or exchange. We are not liable for lost or stolen packages during the return transit. Under these circumstances, we will reimburse you for this postage charge. Once received we will instruct the correct order to be shipped via a tracked service. If you received a damaged or incorrect order, you will not be liable for the reshipping costs. Please note that Mous cannot always guarantee a direct replacement, for example if the item is out-of-stock, however similar products or upgrades will be offered at the discretion of the Customer Support team.
- To redeem the gift card balance, just enter the unique 16-digit gift code in the promotional code field at checkout. You will receive an email containing a link to this code immediately after placing your order.
- If you are purchasing a gift card for someone else, you can just forward the ‘Your Mous Gift Card is ready!’ email on to the intended recipient. We are not able to send the gift card to anyone other than the original customer.
- If you have a promotional code, you can still redeem this, even when using your gift card balance to pay. Just enter it in the promotional code field at checkout as well (one code per order).
- It is not possible to use a promotional code when purchasing a gift card – discount codes only apply to our physical products.
- Gift cards must be used on the same version of the Mous website that they were bought on. For example, if the gift card is in GBP, it needs to be used on the UK site (uk.mous.co). If it’s in Euros, use the EU site (eu.mous.co), and if in $, use the US site (mous.co). This is to ensure that you receive the best value from your gift cards, and don’t lose out on any conversion rates!
- If you require a refund for a purchase made using a gift card, the payment will be sent back to your gift card. If the refund is for a higher amount than the gift card was originally worth, the remaining payment will be issued to your original payment method.
- If you change your mind about the gift card you’ve ordered, no worries! It can be cancelled & refunded if you contact us within 30 days of purchase. The gift card must also be totally unused – once the card has been activated (i.e. used for the first time), it is no longer eligible for refund.
- Gift cards can currently only be purchased directly from official Mous sites (mous.co, uk.mous.co or eu.mous,co). Vouchers or gift card codes from any other site will not be valid, and Mous is not obliged to honour purchases from unauthorised resellers.
We continually strive to improve, and we value our customers’ views to help us ensure our products and services are consistently exceeding our customers’ expectations. When something goes wrong, we need you to tell us about it. We aim to handle complaints quickly, effectively and in a fair way. Complaints can be submitted by emailing our dedicated Customer Support team at firstname.lastname@example.org. Within the email please use the subject title ‘Complaint’ and provide full details of the issue you have experienced. If your complaint is due to a product defect, please include relevant images and a full description.
We aim to acknowledge your complaint within 72 hours of receiving the email and your assigned team member will contact you to help resolve the issue. We aim to fully resolve any complaints within 5 days with the best possible outcome. Once the complaint has been resolved we will close the case but if you feel it necessary to re-open the case, simply respond to the same email and we will consider whether the case should be re-opened for review.
We are always looking to improve our service and products and welcome any suggestions that you may have to help us continue to improve.
LIFETIME WARRANTY TERMS AND CONDITIONS
Thanks for your interest in our products!
- All Mous products come with a Limited Lifetime Warranty.
- This Limited Warranty applies to all phone cases, screen protectors and accessories purchased directly from us (Mous Products Ltd.). If you purchased from one of our authorised retailers, please contact them directly for any warranty-related claims.
- Please check the quality of the items when they arrive and contact us within 30 days of receiving your order if you have any concerns.
WHAT DOES THIS WARRANTY COVER?This Warranty covers any defects in material or workmanship.
HOW TO CLAIM UNDER WARRANTYIf you have a concern about your Mous purchase, please contact our Customer Experience Team immediately. You’ll need to let us know your order number, and include 2 photos showing the defect. We will then replace the item at no charge, with a new product of the same model.
Please note we will not accept any items returned to us without prior correspondence with our Customer Experience Team.
HOW LONG DOES THE COVERAGE LAST?
The Warranty Period for items purchased from Mous Products Ltd is twenty five (25) years starting from the date of arrival.
WHAT IS NOT COVERED BY THIS WARRANTY?
As stated above, this warranty relates to defects in material or workmanship. It does not cover any problem or damage to an item that is caused by or originates from:
- Installation failures (e.g. screen protector application)
- Daily wear-and-tear
- Intentional modifications
- Items not manufactured by us
- Items not sold by us or our authorised resellers
- Misuse or mishandling of the product
- Theft or loss of the product
Promotional items (those sent to you for the purpose of carrying out reviews, videos, etc.) are not covered by this warranty.
RETURNS, REFUNDS, EXCHANGES
All the information you need concerning returns, refunds and exchanges: Items purchased on our website (www.mous.co) can be returned to us for a refund, or exchanged within 30 days of purchase, regardless of whether you wish to return it because it is faulty, or you have simply changed your mind. If your item was not purchased on our website, you should contact the seller for returns. Any shipping fees will not be refunded.
In order to return an item to us, contact us at email@example.com with your proof of purchase from our website, i.e. your receipt, email order confirmation or order number, and details of the reason for the return.
When you choose to return an item, for any reason, within 30 days from the date of delivery, please notify us whether you would like to receive either a refund or an exchange.
Please note if you are returning an item because you have changed your mind and no longer want it, the item must fulfil these conditions:
- The item must be in the original packaging with its entire contents in original condition
- Screen Protectors must be unused. Used Screen Protectors cannot be returned (unless they are faulty).
We do not accept returns of items that we have personalised, customised, modified or in any way made bespoke for you, unless these items are faulty.
Upon our receipt of the returned item, we will contact you to confirm the next step regarding refund or exchange.
PLEASE NOTE THAT:
- We do not cover any returns shipping costs.
- Shipping and handling fees are non-refundable for both delivery and return.
- We recommend that you choose a mailing option with tracking for the return package. If the package does not reach us, we will not be able to issue any refund or exchange. We are not liable for lost or stolen packages during the return transit. For international returns, we are not responsible for paying custom fees, which may include, but are not limited to, duties, taxes and brokerage fees.