Refund policy

Due to the nature of our products and health regulations, all of our hair extensions and wigs SALES ARE FINAL AND THERE ARE NO REFUNDS except the item received is faulty.

If you believe that you have received a faulty item, please contact us immediately support@hausofmose.com

If we review and agree that the product sent to you is faulty, we will exchange or replace the item. 

In the event that the product defect issue is not validated, the item in question will be returned to you without replacement.

1. Scope & Interpretation

1. “We”, “us” and “our” refers to Haus of Mosé , based in Ireland.
   
   

2. “Consumer” means a person acting for purposes which are wholly or mainly outside that person’s trade, business, craft or profession.
   
   

3. “Distance contract” means a contract concluded by means of distance communication (e.g. online, by phone, by mail order) where physical goods are supplied.
   
   

4. This policy applies to goods purchased from us and supplements your statutory rights under Irish and EU consumer law (including the Consumer Rights Act 2022 and EU distance‑selling rules).
   
   

2. Your Statutory Rights (Irish / EU Law) in Brief

• Under EU distance‑selling rules, you generally have a “cooling‑off period” of 14 calendar days from the day after you receive the goods to notify us of your cancellation.

• If you validly cancel, we must refund you within 14 days of cancellation (once we receive the returned goods or evidence of return).

• This refund must include the standard delivery cost (if any) you originally paid (but not any extra premium such as express or next‑day delivery).

• The consumer normally bears the cost of returning the goods (unless we agreed otherwise or failed to inform you of your return cost obligation before purchase).

• The cooling‑off right does not apply to some goods, including those which are sealed for health or hygiene reasons as such it does not apply to hair extensions, wigs etc. purchased.

• Irrespective of the cooling‑off period, under Irish law (Consumer Rights Act 2022 / Sale of Goods principles) you always have rights if goods are faulty. We must offer a repair, replacement, price reduction or refund as appropriate.
  
  

3. Non‑Returnable / Hygiene Goods (Hair Extensions, Wigs, etc.)
Because hair extensions, wigs, and similar products are considered sensitive hygiene goods, and for health/safety reasons cannot be resold once opened or used, we do not permit refunds, returns or exchanges on such items once delivered and unsealed.

However, this does not affect your rights in the event the product is faulty or not as described (see section 5).

4. Returnable Goods (Hair Products, Accessories, etc.)

 For other items (e.g. hair care products, accessories, tools, non‑sealed items) that are not hygiene‑sensitive in the same way, we permit returns under the following terms:

4.1 Cancellation (Change of Mind / Cooling Off)

• You may cancel your purchase (for a return) within 14 calendar days from the day after you receive the goods.
  
  

• To cancel, you must notify us in writing (email or our contact form) before the expiry of that period, stating your order number and the item(s) you wish to return.
  
  

• After cancellation, you have a further 14 days to return the goods to us.
  
  

• The goods must be returned in unused, unopened, re‑saleable condition, in their original packaging, with all tags, labels, accessories, and documentation.
  
  

• You bear the direct cost of returning the goods (unless we expressly agree to pay or refund it).
  
  

• We will process your refund (including original standard delivery cost) within 14 days of us receiving the returned goods (or evidence that you have returned them).
  
  

• If you selected a more expensive delivery option (e.g. express), we need only refund the standard delivery cost.
  
  

4.2 Return Procedure

• Please contact us at support@hausofmose.com with your order number, item(s) to return, and reason for return.
  
  

• We will reply with a Return Authorization and instructions on where to send the item(s).
  
  

• Use a tracked postal or courier service (we recommend recorded delivery) — you bear the risk until the goods reach us.
  
  

• Package securely to prevent damage in transit.
  
  

• Once we receive and inspect the returned goods, we will issue your refund (or confirm rejection if the goods fail the return conditions).
  
  

5. Faulty, Defective, or Misdescribed Items
If any item you receive is faulty, defective, or not as described, you have rights regardless of the returns policy. We will, repair, replace, issue a partial/full refund, or provide a price reduction.

• You must notify us of the fault within a reasonable time after you discover it.
  
  

• We may ask you to return the faulty item to us (costs borne by us).
  
  

• We aim to resolve complaints promptly and without significant inconvenience to you.
  
  

6. Partial Use, Opened Packaging, or Damaged Returns

• We reserve the right to refuse or reduce a refund if the returned goods are damaged, missing parts, or not in a condition suitable for re‑sale due to your handling (beyond what is necessary to inspect the goods).
  
  

• In such cases we may offer a partial refund or a return to you, at your cost.
  
  

• For hygiene goods (extensions, wigs, etc.), once unsealed or used, no return is permitted (see section 3).
  
  

7. Exclusions, Limits & Disclaimers

• This returns policy does not apply to goods supplied to a consumer’s specification (i.e. custom or made‑to-order) or clearly personalised items (except where faulty).
  
  

• We do not accept returns of hygiene goods such as hair extensions or wigs once delivered and unsealed (unless faulty).
  
  

• This policy does not limit or remove your statutory rights as a consumer.
  
  

10. Notices & Communications

• All notices under this policy (e.g. cancellation) must be in writing (email or web form).
  
  

• We will confirm acceptance in writing.
  
  

• Our contact details:
  
  

• Email: support@hausofmose.com
  
  
  

11. Updates & Amendments
We reserve the right to amend this Refund & Return Policy (e.g. to reflect changes in law). Changes will not affect orders already accepted prior to the change.