Refund & Returns Policy

Last updated: 13 August 2026

We want you to be happy with your Moodie order. If something is not right, here is exactly how returns and refunds work.

30-day money-back guarantee

You have 30 days from the delivery date to request a return or refund. To be eligible, items must be unused, unworn, unwashed and returned in their original packaging with all tags and hygiene stickers still attached.

How to start a return

  1. Email brisentineberneice@hotmail.com with your order number, the item(s) concerned and the reason for the return.
  2. We reply within 24 to 48 business hours with return instructions and the return address.
  3. Send the item back and keep your proof of postage.

Please do not send anything back before contacting us. Returns sent without prior authorisation may not be processed.

Items that cannot be returned

For hygiene, health-protection and legal reasons, the following cannot be returned or refunded once opened, unsealed or used, unless they are faulty:

  • Intimate, personal-care and personal wellness products (including devices, creams and lubricants) where the hygiene seal has been broken
  • Consumable items such as gummies and supplements once opened
  • Swimwear and underwear where the hygiene liner or sticker has been removed
  • Digital products and downloads (such as ebooks) once the download or access has begun
  • Gift cards and items marked as final sale

Return shipping costs

  • If the item is faulty, damaged, or we sent the wrong product, we cover the return cost and send a replacement or full refund.
  • For change-of-mind returns, the customer pays the return shipping cost. Original shipping charges, where paid, are non-refundable.

Damaged, faulty or incorrect items

Email us photos of the item and its packaging within 48 hours of delivery. We will arrange a free replacement or a full refund, whichever you prefer.

Refunds

Once your return is received and inspected, we email you to confirm the outcome. Approved refunds are issued to the original payment method within 5 business days. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the money to appear on your statement.

Exchanges

Need a different size, colour or print? Contact us and we will arrange an exchange, subject to availability. The fastest route is usually to return the original item for a refund and place a new order.

Order cancellations and address changes

Because orders are dispatched within 24 hours, cancellation and address-change requests must reach us before dispatch. Email us as soon as possible and we will do our best. Once an order has shipped it must be handled as a return.

Your statutory rights (UK and EU customers)

If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason, and to receive a refund within 14 days of us receiving the goods back or proof of return. This statutory right applies in addition to our 30-day guarantee, and does not apply to the excluded categories listed above (sealed hygiene items unsealed after delivery, and digital content once access has begun). Nothing in this policy affects your legal rights in relation to faulty or misdescribed goods.

Contact

Moodie
2 Osborne Road, Newcastle upon Tyne, NE2 2AA, United Kingdom
Email: brisentineberneice@hotmail.com