Return and Refund Policy
RETURN POLICY
This page was last updated on January 28, 2026
At Mood & Grace, we strive for your complete satisfaction as a customer. We have developed our return policy to ensure that you can shop with confidence, knowing that if you are not satisfied with your purchase for any reason, we are here to help.
1. GENERAL
Our return policy covers a period of 30 days. This means you have 30 days from the moment you receive your item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it. It must be unworn or unused, with all original tags attached and in its original packaging. You must also be able to provide a receipt or other proof of purchase.
To initiate a return, you can contact us at info@moodgrace.nl. Please contact us first so we can provide you with the correct return address.
Once your return request is accepted, you are responsible for the cost of returning the item(s) to the provided address. We cannot accept items that are returned without prior approval.
For any return-related questions, please contact us at info@moodgrace.nl
2. DAMAGES AND ISSUES
Please inspect your order upon receipt. If the item is defective, damaged, or if you have received the wrong item, contact us immediately. We will evaluate the issue and provide an appropriate solution as quickly as possible.
3. EXCHANGES
If you want to receive a different item quickly, we recommend returning the item you have received as soon as possible. Once your return is accepted, you can place a new, separate order for the desired item. This is the fastest way to receive the correct item.
4. EUROPEAN 14-DAY RETURN POLICY
Regardless of the above policy, if goods are shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receipt without giving any reason.
As stated earlier, the item must be in the same condition as when you received it. It must be unworn or unused, with all original tags attached and in its original packaging. You must also provide proof of purchase.
5. REFUNDS
Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will be automatically processed via the original payment method.
Refunds are processed within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.
If an order is not accepted by the customer and is returned to us, the customer is not entitled to a full refund.
In such cases, we will refund 85% of the order value. The remaining 15% will be retained to cover costs incurred by the seller, including shipping costs, logistical handling, and return processing.
The refund will be issued via the same payment method used when placing the order, after the returned shipment has been received by us.
6. PERSONALIZED PRODUCTS
Personalized or custom-made products, including items where you have provided a name or other personal details for printing, are not eligible for returns or refunds unless the item is defective, damaged, or incorrectly delivered.
These products are made specifically for you and cannot be resold. We recommend carefully checking that all personalization details are correct before placing your order.
Contact Details
Email: info@moodgrace.com
Contact form: https://moodgrace.com/pages/contact
Company name: Mood & Grace (part of Novexa Group)
Chamber of Commerce (KVK): 96884592
VAT number: NL867815048B01
Opening hours:
Monday – Friday: 08AM – 6PM
Saturday & Sunday: 10AM – 4PM
Customer service hours:
Monday – Friday: 08AM – 6PM
Saturday & Sunday: 10AM – 4PM
We aim to respond to your email within 24 hours.