. ? or

Refunds and Replacements

REFUNDS AND REPLACEMENTS 

Thank you for shopping at MOUS.

We apologize if you are not entirely satisfied with your purchase. We are here to help and will do our best to make the process as easy as possible.

 

REPLACEMENTS AND REFUND CONDITIONS

MOUS offers replacements and refunds if you are not entirely satisfied with your order. We only ask that you meet the conditions listed below:

Our conditions are as follow:

Replacements

Replacements will only be offered if your item/s has experienced manufacturing defects. Given the information to which you provide us, a MOUS team member may require further evidence of the defect to which you must cooperate to continue with your replacement.

MOUS has the right to decline your request for a replacement, if on inspection our team member does not believe your request follows our conditions.

Further, replacements must be requested within 7 days of first receiving your purchase (special circumstances will be considered), you must be able to provide a receipt or proof of purchase. 

Typical replacement scenarios that will not be accepted include:

- If you have entered the wrong shipping address, unfortunately we cannot offer a replacement, nor redirect your item/s.

- New bottle smell upon receiving your item/s. (After cleaning and using this smell will disappear)

- If you have selected the wrong colour.

- Damaged experienced to your item/s incurred by the user.

- Inability to properly tighten the bottle (The MOUS Fitness Bottle has been designed to accommodate for the majority of strength abilities, therefore, some users may find it more difficult to tighten than others)

- Your request for a replacement due to the MOUS Fitness Bottle not including a whisk ball or whisking device (the MOUS Fitness Bottle does not include a whisk ball or alternative device)                                                                                               

Refunds

Refunds will only be offered if your item/s has experienced manufacturing defects and you do not wish to receive a replacement. Given the information to which you provide us, a MOUS team member may require further evidence of the defect to which you must cooperate to continue with your refund.

MOUS has the right to decline your request for a refund, if on inspection our team member does not believe your request follows our conditions.

Further, refunds must be requested within 30 days of first receiving your purchase (special circumstances will be considered), you must be able to provide a receipt or proof of purchase. 

Typical refund scenarios that will not be accepted include:

- Your request for a refund due to the MOUS Fitness Bottle not being made of glass.

- Your request for a refund due to the MOUS Fitness Bottle not including a whisk ball or whisking device.

- New bottle smell upon receiving your item/s.

- If you have entered the wrong shipping address, unfortunately we cannot offer a replacement, nor redirect your item/s.

- If you have selected the wrong colour.

- Damaged experienced to your item/s incurred by the user.

- Inability to properly tighten the bottle (The MOUS Fitness Bottle has been designed to accommodate for the majority of strength abilities, therefore, some users may find it more difficult to tighten than others)

 

COST OF REPLACEMENTS

If your request for a replacement has been approved by a MOUS team member, MOUS will cover all costs incurred with shipping your new item/s.

 

THE REPLACEMENT AND REFUND PROCESS

To request a replacement or refund, please contact us at info@mousfitness.com.

Upon receiving your request a MOUS team member will contact you, with either confirmation of approval or a request for further information.

 

HOW LONG DOES IT TAKE TO PROCESS MY REPLACEMENT/ REFUND?

We try to process and resolve your request as quickly as possible, and ask for 1-3 business days.

If your request for a refund is approved, MOUS will reimburse your purchase via the payment method you used to make the purchase, Paypal or Stripe.

If your request for a replacement is approved, MOUS will send you your new item/s as soon as possible and email you when your product has been sent. Typical shipping waiting times of 3-8 days are to be expected.