MORTENOIR — RETURNS & REFUNDS POLICY

Last updated: 12 October 2026

At MorteNoir, we are committed to delivering high-quality garments through independent production, carefully selected materials and considered design.

Many of our products are produced on demand or manufactured in limited quantities. To maintain our quality standards and minimise unnecessary waste, we operate a structured returns and inspection process.

We strongly encourage customers to review product descriptions, individual size guides and measurements before placing an order.

This policy explains your return rights, the conditions we ask you to follow and how refunds and exchanges are handled.

Nothing in this policy affects your statutory consumer rights.

1. Returns & Cancellation Period

For most products purchased online, UK customers have a legal right to cancel their order within 14 calendar days of receiving their goods, without providing a reason.

For orders containing multiple items delivered separately, the cancellation period generally begins after the final item has been received.

To exercise this right, customers must inform MorteNoir of their decision to cancel within the applicable cancellation period.

Once cancellation has been communicated, customers have a further 14 days to return the goods.

A return request can be submitted by contacting:

support@mortenoir.co.uk

Please include:

• Your order number or other proof of purchase

• The product you wish to return

• Whether you are requesting a refund or a discretionary size exchange

• The reason for the return, if you wish to provide one

You do not need to provide a reason to exercise a statutory cancellation right.

Our customer support team will provide the appropriate return address and instructions.

A customer's statutory cancellation rights are not dependent upon receiving prior approval from MorteNoir.

2. Return Condition & Garment Inspection

We ask customers to handle purchased garments with care and preserve their original condition wherever reasonably possible.

Customers are permitted to inspect and try on garments in a manner similar to what would reasonably be allowed in a physical retail store.

Wearing, washing, using or handling garments beyond what is necessary to establish their nature, characteristics and fit may result in a reduction in their value.

All returned garments may undergo a condition inspection before the refund is finalised.

Our inspection process may include checking for:

• Evidence of prolonged wear or use

• Washing, laundering or cleaning

• Makeup, deodorant or cosmetic stains

• Perfume, smoke or persistent odours

• Excessive pet hair or other contamination

• Fabric damage, tears or excessive stretching

• Unauthorised alterations or modifications

• Missing components or damaged attachments

• Any other evidence of handling beyond a reasonable fitting

Where excessive handling has caused an actual reduction in the garment's value, MorteNoir may make a proportionate deduction from the refund, where legally permitted.

Any deduction will be assessed individually and based on the actual diminished value of the product.

MorteNoir does not apply automatic restocking fees or fixed inspection penalties to statutory returns.

3. Original Packaging, Tags & Accessories

To help protect returned garments and maintain our presentation standards, we strongly request that customers retain all original packaging and product components until they are satisfied with their purchase.

Where available, please return the following:

• Original garment packaging or protective bags

• Branded product boxes

• Original swing tags and labels

• Detachable accessories and garment components

• Any protective materials necessary to prevent damage during transportation

Garments should be folded carefully and securely packaged to minimise damage during transit.

If the original packaging is no longer available, customers may use suitable alternative protective packaging.

Missing original packaging or detached tags do not automatically invalidate a customer's statutory return rights.

However, damage, missing product components or excessive handling that demonstrably reduces the item's value may result in a lawful deduction.

Complimentary promotional items, such as stickers and thank-you cards, do not need to be returned unless a specific promotional offer clearly provides otherwise and the applicable law permits it.

4. Return Shipping Costs & Responsibility

For change-of-mind returns, including purchases where a customer has selected an unsuitable size, the customer is responsible for the direct cost of return postage, where this obligation was disclosed before purchase.

MorteNoir does not provide complimentary return shipping for voluntary change-of-mind returns.

Customers should:

1. Package the garment securely.

2. Use an appropriate postal or courier service.

3. Retain proof of postage.

4. Use a tracked service wherever possible.

5. Return the item to the address provided by our support team.

Tracked shipping is strongly recommended but is not mandatory for exercising statutory cancellation rights.

Customers are responsible for taking reasonable care to package returned goods appropriately. Responsibility for loss or damage during return transit will be assessed in accordance with applicable law.

Where a product is faulty, materially misdescribed or otherwise does not meet statutory requirements, MorteNoir will cover reasonable return costs where legally required.

5. Return Address & Identification

Before sending a return, please contact support@mortenoir.co.uk so that our team can provide the correct returns address.

Please do not assume that our registered office or the original shipping address is an authorised returns facility.

To help prevent processing delays, include your order number or another means of identifying the purchase inside your parcel.

Returns arriving without sufficient identifying information may require additional time to match with the correct order.

Failure to follow these administrative recommendations does not remove statutory cancellation or consumer rights.

6. Made-to-Order Products

A significant proportion of MorteNoir garments are produced individually following an order rather than being held as finished stock.

This production model reduces unnecessary inventory and helps minimise textile waste.

However, the fact that a garment is made to order does not, by itself, remove statutory cancellation rights.

Standard garments manufactured after purchase, including those offered in predetermined sizes, colours or designs, will generally remain eligible for applicable statutory cancellation rights.

We encourage customers to contact us as soon as possible if they wish to amend or cancel an order before dispatch.

Where an order has already entered production or dispatch, changes may no longer be operationally possible, but this does not affect any applicable statutory cancellation rights.

7. Personalised & Bespoke Products

Certain garments created to a customer's individual specifications or clearly personalised for them may be exempt from the standard 14-day change-of-mind cancellation right.

Examples may include:

• Garments manufactured to individually supplied body measurements

• Products featuring personalised names, initials or customer-provided artwork

• Items created to genuinely individual specifications outside standard product options

Any applicable cancellation exclusion will be clearly communicated before purchase.

Selecting a standard size, colour or design from MorteNoir's normal product options does not automatically make a product legally bespoke.

Personalised and bespoke products remain subject to applicable consumer rights if they are faulty, misdescribed or otherwise fail to meet legal requirements.

8. Size Exchanges

MorteNoir may offer discretionary size exchanges on selected products, subject to stock availability and garment condition.

This is an additional customer service and is separate from statutory cancellation and faulty-goods rights.

For a voluntary size exchange, the following conditions apply:

• Exchange requests should be made within 14 days of delivery.

• Products must be unworn beyond a reasonable fitting, unwashed and free from damage or contamination.

• Original garment tags and labels should remain attached.

• All original garment components must be included.

• Customers are responsible for the cost of returning the original item.

• Exchanges are subject to the availability of the requested replacement size.

• Only one discretionary size exchange will normally be offered per item.

MorteNoir reserves the right to decline a voluntary size exchange where these conditions are not satisfied.

If an exchange cannot be provided, the customer may still exercise any applicable statutory rights, including a qualifying right to cancel and receive a refund.

For ordinary size exchanges, customers may be responsible for the cost of delivering a replacement garment where this has been agreed before the exchange is arranged.

9. Limited-Edition & Exclusive Releases

Some MorteNoir products are manufactured in strictly limited quantities and may not be reproduced once sold out.

Limited-edition garments remain subject to applicable statutory cancellation and consumer rights.

However, discretionary exchanges are subject to remaining stock.

Where a replacement size is unavailable, we cannot guarantee a like-for-like exchange or manufacture additional units.

We encourage customers to review the size guide carefully before purchasing limited-release garments.

10. Faulty, Damaged or Incorrect Products

Every garment should arrive as described, fit for purpose and of satisfactory quality.

If an item arrives faulty, damaged or incorrect, please contact:

support@mortenoir.co.uk

Include your order number, a description of the issue and photographs where available.

Photographs help us assess the issue quickly but are not an absolute requirement for exercising statutory rights.

Under the Consumer Rights Act 2015, qualifying faulty or misdescribed goods may be subject to a 30-day short-term right to reject for a refund.

Additional legal remedies, including repair, replacement, price reduction or refund, may apply after this period.

MorteNoir will assess each claim in accordance with applicable consumer law.

Customers will not be required to pay return postage where MorteNoir is legally responsible for the return costs.

Damage caused by misuse, unreasonable wear, accidental damage or alterations made after delivery is not automatically considered a manufacturing defect.

Normal wear and tear is also not necessarily evidence of a product defect.

11. Refunds & Processing Times

Once we receive a returned product, we may inspect its condition and assess whether any legally permitted deduction applies.

For statutory change-of-mind cancellations, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

Where no goods have been supplied, applicable cancellation refunds will be made within the legally required period following cancellation.

Refunds will normally be made to the original payment method unless another method is expressly agreed.

For qualifying statutory cancellations, refunds include:

• The amount paid for the returned product, subject to any lawful deduction.

• The applicable standard outbound delivery charge where required by law.

Additional charges paid for premium or express delivery beyond the least expensive standard delivery option do not have to be refunded where the law permits.

Partial-order returns will be assessed under the applicable rules concerning original delivery charges.

MorteNoir does not charge cancellation or restocking fees for exercising statutory cancellation rights.

After a refund is issued, the time taken for funds to appear in the customer's account may vary depending on their payment provider.

12. Incorrect Delivery Information & Undelivered Parcels

Customers are responsible for providing accurate shipping and contact information during checkout.

If an incorrect address is supplied, please contact us immediately.

We will attempt to assist where reasonably possible, although amendments may not be possible after dispatch.

Additional delivery or redelivery costs arising from customer-provided incorrect information may be payable where lawful and appropriately disclosed.

If a parcel is lost, delayed, incorrectly delivered or returned to sender, MorteNoir will assess the circumstances and its delivery obligations under applicable consumer law.

Customers' statutory rights will not be excluded because a parcel has been delayed or lost in transit.

13. Non-Returnable Items & Hygiene Exceptions

Certain products may be excluded from change-of-mind cancellation rights where a specific legal exemption applies.

For example, goods supplied with a hygiene seal that are unsuitable for return for health protection or hygiene reasons may be exempt once the seal has been broken after delivery.

This may apply to certain intimate or hygiene-sensitive products, depending on their nature and packaging.

An item is not automatically exempt simply because it is underwear, swimwear, socks or another clothing category.

Any applicable exemption will be clearly communicated before purchase.

Statutory rights relating to faulty, damaged or misdescribed products remain unaffected.

14. International Returns

MorteNoir accepts orders from selected international destinations.

International customers should contact support@mortenoir.co.uk for the relevant returns instructions.

For voluntary change-of-mind returns, customers may be responsible for direct international return shipping costs where lawfully disclosed.

Any customs declarations must be completed accurately and in accordance with the relevant authorities' requirements.

The availability of cancellation rights, refund entitlements and responsibility for return costs may vary depending on the destination country.

Nothing in this policy limits mandatory consumer protections applicable in a customer's country of residence.

15. Refund Abuse & Misuse of the Returns Process

MorteNoir reserves the right to investigate suspected misuse of its voluntary exchange and returns services.

This may include:

• Repeated requests for discretionary exchanges that do not meet our conditions

• Attempts to return substantially worn or altered garments as unused

• Claims involving materially inconsistent information

• Deliberate damage or other suspected fraudulent activity

Where appropriate, MorteNoir may decline discretionary services or take reasonable steps to investigate claims.

All decisions will be made fairly and will not restrict legitimate statutory consumer rights.

16. Contact Information

For return requests, refund enquiries, sizing assistance or order-related concerns, please contact:

MORTENOIR LIMITED

Email: support@mortenoir.co.uk

Website: www.mortenoir.co.uk

Registered in England and Wales

Company number: 17292359

Registered office:

124 City Road, London, EC1V 2NX, United Kingdom

Please contact customer support for the designated returns address before dispatching a parcel.

17. Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or replaces any rights customers may have under applicable consumer protection legislation, including:

• The Consumer Rights Act 2015

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

• Any other mandatory consumer laws applicable to the purchase

Where there is any conflict between this policy and applicable law, the relevant statutory rights will prevail.

18. Model Cancellation Form

You may use the following form to exercise a statutory cancellation right, although using this particular form is not compulsory.

To: MORTENOIR LIMITED

Email: support@mortenoir.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

Please email your completed notice to support@mortenoir.co.uk.