Returns and Refunds Policy

30-Day Returns Policy

We offer a 30-day returns policy. This means that you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it. The foam play mat must be unused, clean, undamaged and returned with all original labels, accessories and packaging.

You will also need to provide your receipt, order confirmation or other proof of purchase.

Please take care when opening, inspecting and repacking your play mat. We reserve the right to reduce your refund if the product has been used, stained, marked, damaged or handled beyond what is reasonably necessary to inspect it.

Starting a Return

To request a return, please contact us at info@morloft.com before sending your item back.

Please include the following information in your message:

Your full name;
Your order number;
The product you wish to return;
The reason for the return; and
Photographs of the product and packaging, where relevant.

Once your return request has been reviewed and accepted, we will send you the appropriate return instructions. Our designated returns facility is located at No. 409, Suxi Yiwu Town, Zhejiang, China.

Please do not send your order back before contacting us. Items returned without first requesting and receiving return authorisation may not be accepted.

Please also do not return your order to the sender address shown on the original parcel unless we specifically instruct you to do so, as this may not be the correct returns facility.

Where applicable, we will provide a return shipping label. If no prepaid return label is provided, you will be responsible for arranging and paying for the return shipment unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights.

Because foam play mats are large products, international return shipping costs may be significant. We recommend using a tracked shipping service and keeping your receipt and proof of postage until your refund has been completed.

For any questions regarding a return, please contact us at info@morloft.com.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us immediately if your play mat is faulty or damaged, or if you have received the wrong product, size, colour or design.

Please provide your order number and clear photographs or videos showing:

The complete product;
The fault or damage;
The packaging in which the product arrived; and
The shipping label on the parcel.

We will assess the issue and arrange an appropriate solution. Depending on the circumstances, this may include a replacement, repair, partial refund or full refund.

Where an item is faulty, damaged, incorrect or not as described, your statutory rights will not be affected.

Return Condition and Packaging

Returned foam play mats must be properly protected and securely packaged to prevent damage during transport.

Where reasonably possible, the mat should be returned in its original packaging and packed in the same manner in which it was delivered.

The customer may be responsible for any reduction in value caused by unnecessary handling, improper repacking or damage that occurs because the product was not adequately protected during the return journey.

Normal inspection of the product is permitted. However, using the mat in your home for an extended period, allowing children or pets to use it, staining it, cutting it or otherwise altering it may be considered handling beyond what is necessary to inspect the product.

Items That Cannot Be Returned

Certain items cannot be returned, including:

Products made or personalised specifically for you;
Products that have been cut, altered or modified after delivery;
Items that cannot be returned for health or hygiene reasons after any applicable hygiene seal has been broken;
Perishable goods;
Hazardous materials, flammable liquids or gases; and
Gift cards.

Please contact us at info@morloft.com if you have questions or concerns about whether a particular item can be returned.

These exclusions do not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.

Sale Items

Sale or discounted items may be returned in accordance with this policy.

Your statutory rights are the same whether an item was purchased at full price or at a discounted price.

Exchanges

The quickest way to receive a different product, size, colour or design is to return the item you currently have and place a separate order for the replacement item once your return request has been accepted.

Please contact us before placing another order if you received an incorrect, faulty or damaged item.

UK Statutory Cancellation Rights

Our 30-day returns policy is offered in addition to your statutory rights.

For most products purchased online, customers in the United Kingdom have the right to cancel their order without providing a reason.

You must notify us that you wish to cancel within 14 days of receiving your order. After notifying us, you must return the goods within a further 14 days.

To exercise your right to cancel, contact us at info@morloft.com with a clear statement confirming that you wish to cancel your order.

Please include:

Your full name;
Your order number;
Your email address;
The product being returned; and
The date on which you received it.

You may inspect the product in the same way that you would reasonably be permitted to inspect it in a physical shop.

However, we may make a reasonable deduction from your refund if the value of the product has been reduced because it was used or handled more than was necessary to establish its nature, characteristics and condition.

Unless otherwise agreed, you are responsible for the direct cost of returning an unwanted product. This does not apply where the item is faulty, damaged, incorrect, not as described or where we are otherwise legally responsible for the return costs.

Where required by law, we will refund the cost of our least expensive standard delivery option. Additional amounts paid for express, premium or other enhanced delivery services will not be refunded beyond the cost of standard delivery.

Nothing in this policy limits, excludes or replaces your statutory rights under applicable UK consumer law.

Order Cancellation Before Dispatch

Contact us as soon as possible at info@morloft.com if you wish to cancel or change your order before it has been dispatched.

We cannot guarantee that an order can be cancelled or changed after it has been placed, as orders may enter the processing or fulfilment stage quickly.

If your order has already been dispatched, you may need to wait until it arrives and then request a return in accordance with this policy.

Refused and Uncollected Deliveries

If you refuse a delivery or fail to collect your parcel without first contacting us, the parcel may be returned to the sender or another logistics facility.

Any return shipping fees, carrier charges, customs fees or handling costs incurred may be deducted from your refund where permitted by law, unless the refusal was caused by an error for which we are responsible.

Please contact us before refusing a delivery so that we can provide the correct instructions.

Refunds

We will notify you once we have received and inspected your returned item. We will then inform you whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method.

Refunds will be processed without undue delay and, where applicable, no later than 14 days after we receive the returned goods or acceptable evidence that you have sent them back.

We may withhold the refund until we have received the returned product or until you provide acceptable evidence that it has been returned, whichever occurs first where required by applicable law.

Please remember that your bank, card provider or payment provider may require additional processing time before the refund appears in your account.

Original Shipping Costs

Where required under your statutory cancellation rights, we will refund the cost of the least expensive standard delivery method offered for your order.

If you selected a more expensive express, priority or premium delivery method, we will not be required to refund the additional delivery cost above the price of standard delivery.

Original shipping costs may not be refundable for returns made solely under our voluntary 30-day returns policy after the statutory cancellation period has expired, except where required by law.

Return Shipping Costs

For unwanted products or change-of-mind returns, you are responsible for the direct cost of returning the item unless we have expressly agreed otherwise.

For faulty, damaged, incorrect or misdescribed products, we will handle reasonable return shipping costs in accordance with your statutory rights.

We will not reimburse unusually expensive or premium return shipping services unless these have been approved by us in writing before the product is sent.

Customs and Import Charges

International returns may be subject to customs declarations, taxes, import charges, handling fees or other carrier charges.

When returning a product, you must clearly identify the parcel as returned merchandise where appropriate and follow the return instructions provided by us.

We are not responsible for delays or additional costs caused by incorrectly completed customs documentation.

Please do not send any parcel with customs charges payable by the recipient unless this has been agreed with us in writing beforehand.

Contact Information

For questions about returns, refunds, damaged items or cancellations, contact us at:

Email: info@morloft.com