TERMS & CONDITIONS
MOUS PRODUCTS LTD.
Mous Products Limited ("Mous/we/us/our") refers to the owner of the website, whose registered office is:
Mous Products Limited, 115 Mare Street, London, E8 4RU, United Kingdom
VAT Number: 216475017, Registered Number: 09468982, Registered in England.
Our Lifetime Warranty does not cover any repair or replacement costs for any damage to your device as a result of the use of any Mous product.
These terms and conditions and any other policies referred to in these terms and conditions (including any policies or documents to which a link is provided from these terms and conditions) (together "Terms") apply to all orders submitted by you for our website. Please read the Terms carefully.
Please note that these Terms do not affect your statutory rights as a consumer. For more information on your statutory rights, contact your local Trading Standards Office or Citizens Advice Bureau, or the equivalent in your country (if any).
Please save or print a copy of these Terms and Conditions for future reference.
References to “We” in the following information refers to Mous as the context permits.
ACCEPTANCE OF ORDERS
When an order has been placed on our website, a confirmation email is sent from the email address email@example.com with the subject “Your order [Order Number] has been confirmed”.
This email contains the order number, details of the product(s) ordered, details of the delivery service chosen, the payment method and the billing and shipping address(es).
If you have not received this confirmation email within 24 hours of placing your order, please contact us and our Customer Experience team will be able to help. If any order details are incorrect, please contact us ASAP but be aware that it is usually not possible for us to change any details for an existing order.
Please note that this email is an acknowledgement that Mous has received your order and is not an acceptance of your order. Acceptance of your order and the formation of (a) a contract of sale for the Products between Mous and you and (b) a contract for delivery services between us and you, will only take place after the order has been submitted and payment has been received by Mous.
All prices of our delivery services on the Website are stated in either GBP, USD or EUR. Shipping terms are associated with your country and include any applicable VAT or sales tax payable. Delivery charges will be calculated during the checkout process.
If the price of our product or delivery services is incorrect on our website, at its discretion Mous will contact you and ask you whether you wish to proceed with the order at the correct price or cancel your order and notify you of such cancellation.
We will not be obliged to supply products or delivery services to you at an incorrect price. We reserve the right to refuse to fill any orders placed based on information that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding, shipping, pricing, payment terms, or the returns policy.
We may change the prices of our products or delivery services listed on our website at any time without notice. At our discretion, Mous may offer a promotion to reduce or remove delivery charges. Without notice, this promotion may be revoked.
Any possible import taxes, duties and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs might be prior to buying.
Please note that multiple discount codes cannot be combined for a single purchase. To redeem a discount, simply enter the code in the relevant field at checkout. It will calculate the discount or promotion automatically. Please note that we cannot retrospectively apply discount codes to orders once placed.
The individual cost of the products ordered and delivery service chosen will be itemised in the email confirmation sent to you following an order being placed.
All available payment methods are shown at checkout.
Upon receiving your order, we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.
When paying via PayPal, your order will not ship until money is cleared under the account. For PayPal e-checks, it may take 5-7 working days for this to be processed.
Please note that Mous only accepts payment in either GBP, USD or EUR as specified by you. If your credit/debit card or payment method is not denominated in the currency of your purchase indicated on the Website, the final price may be charged in the alternative currency of your card or account. The final price is calculated and charged by your card issuer or bank or payment method provider.
Mous will not be responsible for any cost, expense, charge or other liability incurred or suffered by you as a result of your card issuer or payment method provider charging you in a currency other than the currency set out on the Website. Please check with your card issuer or bank or payment method provider for more information on such charges.
You confirm that the credit/debit card or payment method that is being used is yours and that all details you provide to us in respect thereof including, without limitation, name and address details are complete, correct and accurate. You further confirm that the credit/debit card or payment method is valid and the inputted payment details correct.
All credit/debit cardholders and any payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider. If the issuer of your card refuses to authorise payment, we will not accept your order and we will not be liable for any delay or non-delivery of your order. We are not obliged to inform you of the reason for the refusal for security reasons.
We are not responsible for any additional charges or other amounts applied by your card issuer or bank or payment method provider as a result of our processing of your credit/debit card payment or other method of payment in accordance with your order.
We ship our products to almost every country worldwide. Due to customs limitations, we are currently unable to ship to Brazil, Chile, China, Colombia, Curacao, India, Israel, Myanmar, Peru, Russia and Syria.
When ordering from our website, you will be offered our delivery service options once you reach the ‘Place Order’ section of the checkout process. We will use reasonable endeavours to ensure orders are sent to the delivery address that you have specified. Mous Products cannot be held responsible if that delivery address is incorrect or incomplete. Please make sure the shipping information is completed accurately and fully to prevent any delivery delays.
If an item is returned to us due to incorrect shipping information, we will notify you that your order has been returned to us. Please note that additional charges may be implemented to resend an order if the address is incorrect or incomplete and the order has been dispatched from our warehouse. If your order has been returned to us due to incorrect shipping information or refusal, you will be given a choice of a refund (excluding the original shipping fee) or for your order to be reshipped. Please note you will be liable for the subsequent delivery costs.
Provided it has been accepted by us, your order will be processed according to your preferred delivery method from those offered at checkout for your selected shipping destination. Please note that our dispatch and delivery partners operate only on working days, and Express orders received after any specified cut-off͛ times on our website will be processed on the next working day.
If the products you have ordered are out of stock, we will send you an email to inform you about your order. At this point, at our discretion, we may offer an alternative product or you may wish to cancel your order for a full refund.
Orders will only be dispatched once full payment for all products and delivery services has been received by Mous.
Your order will be packaged for shipment when all items are ready for shipment. In certain cases we may offer to split the order and send partial shipments. You will only be liable to pay for the shipping cost once and Mous will pay for the delivery charge of the remainder of the split order.
Mous will use all reasonable endeavours to ensure your items are delivered within the estimated delivery time, but Mous offers no guarantee regarding delivery times, and is not liable for any delay in delivery.
Mous shall remain liable for any damage to the product that occurs between the time that your order has been dispatched from our warehouse and the time at which we deliver your order to you. You must contact us immediately if there is any visible damage to your Mous product(s) on arrival.
In the event that a product is subsequently imported into a country other than the country to which we delivered it, you shall be responsible for complying with all local import requirements, laws, regulations and rules and paying all applicable import taxes and duties.
Please note that the estimated delivery time is not guaranteed. It does not take into account any possible delays caused by customs or any issue the courier may have with the parcel. Please contact us if you believe there is an issue with your order’s tracking and we will help to investigate wherever possible. We do our best to accurately estimate when items will be dispatched and/or delivered; however, these estimates are based on several factors over which we have no control. As such, time for dispatch and/or delivery shall not be of the essence of the contract and should be considered as a rough estimate only.
If you have not received your order within 5 working days after the delivery aim stated in your dispatch confirmation email, please contact us and we will do our best to rectify the issue for you. We will use reasonable endeavours to answer your query within 72 hours, which will allow us time to investigate the matter further.
In the event of a replacement order being sent to you, all replacement item(s) will be sent to you using a tracked delivery service. Mous will not be responsible for any items or packages lost during transit or marked by the courier as delivered. For international shipments, we strongly advise you to choose Express Shipping if you are at all concerned about the quality of the service from the shipping destination’s local postal service.
Once an order hits our systems, it can’t be edited. It’s also very rare that our warehouse can stop the shipping process once they have your details, but if you need us to cancel your order for any reason then please get in touch as soon as you can. We will try to prevent it from being shipped, but please be aware that this is not usually possible. If we do manage to stop your order being dispatched, you will be credited with a full refund within 72 hours.
This applies to the following circumstances: Changing the item or size; Delivery/billing address; Adding items to your order; Changing Shipping method.
If it is too late to cancel the order, you will need to follow our Returns process.
RETURN, REFUND & EXCHANGE TERMS
Items purchased directly from our website can be returned to us for a refund, or exchanged for an item of equal value, within 30 days from the date of delivery. If your item was not purchased on our website, you should contact the seller directly for returns. Original shipping fees will not be refunded.
In order to return an item to us, contact us with your order number and details of the reason for the return. Please note that we will not accept unauthorised returns.
Please note if you are returning an item because you have changed your mind and no longer want it, the item must fulfil the following conditions. Note that if these conditions are not met, we may not accept the returned goods.
- The item must not have been used, and must be in its original packaging with the entire contents in original condition.
- Screen Protectors must be unused. Used Screen Protectors cannot be returned.
We do not accept the return of any items which have been personalised, customised, modified or in any way made bespoke for you.
Upon our receipt of the returned item, we will contact you to confirm the next steps regarding refund or exchange. Our Customer Experience team will inform you when the returned order has been received by us and your exchange or refund has been processed.
Please note that we do not cover any return shipping costs. Original shipping and handling fees are also non-refundable.
We recommend that you choose a mailing option with tracking for the return package, as well as compensation for lost or damaged goods for higher value items. If the package does not reach us, we will not be able to issue any refund or exchange. We are not liable for lost or stolen packages during the return transit. For international returns, we are not responsible for paying customs charges, which may include, but are not limited to, duties, taxes and brokerage fees.
Please ensure that all returns are securely wrapped and packaged. We cannot be held responsible for any units which have been damaged in transit.
QUALITY OF GOODS TERMS
The goal and established policy at Mous Products Ltd is to provide our customers with high quality products that meet and exceed all consumer requirements and expectations in their design, manufacture and delivery. We have rigorously stress tested our cases in a wide variety of everyday and extreme scenarios to assure high standards of performance and protection. However, this does not guarantee (and must not be read as a guarantee) that our cases will protect your phone in every scenario - particularly scenarios more rigorous than normal, everyday use. Our cases do not make your phone indestructible.
Except as expressly set forth by the warranties provided here, Mous Products Ltd makes no other express or implied warranties of any kind whatsoever with respect to the product in terms of particular purpose, design, merchantability, condition, quality, or performance of the product.
Mous will not be liable for any indirect, incidental or consequential losses arising from the use of Mous products. The entire liability of Mous Products Ltd and any of its suppliers shall be limited to the amount actually paid by you for the product.
If you receive damaged goods or an incorrect order, please contact us within 24 hours of receipt of goods. Our dedicated team will use reasonable endeavours to respond within 72 hours. In order to process a refund or replacement, we require a full description of the problem and photographic evidence.
In the event of receiving damaged goods, we may request that you return the item back to us for further investigation. The item(s) must be sufficiently packaged to avoid any possible further damage. Should we request you to return the item back to us, please email a photograph of the postage receipt to us. We recommend that you choose a mailing option with tracking for the return package. If the package does not reach us, we will not be able to issue any refund or exchange. We are not liable for lost or stolen packages during the return transit. Under these circumstances, we will reimburse you for this postage charge via PayPal only.
In the event of an incorrect order, please provide full details of the incorrect item and photographic evidence. If the claim is upheld, we will arrange for the correct order to be shipped via a tracked service. If you received a damaged or incorrect order, you will not be liable for the re-shipping costs. Please note that Mous cannot always guarantee a direct replacement, for example if the item is out-of-stock, however similar products or upgrades will be offered at Mous’ discretion.
Please note that our Limitless 2.0 and Limitless 3.0 range cases and accessories are fitted with magnets. Pacemaker and ICD users are advised not to position any of these products within a 10cm radius of their implanted device as it may cause interference.
LIFETIME WARRANTY TERMS
All Mous products come with a Limited Lifetime Warranty. This Warranty covers any defects in material or workmanship.
The Warranty Period for items purchased from Mous Products Ltd is twenty five (25) years starting from the date of delivery.
This Limited Warranty applies to all products purchased directly from us (Mous Products Ltd.). If you purchased from one of our authorised retailers, please contact them directly for any warranty-related claims.
Please check the quality of the items when they arrive and contact us immediately if you have any concerns.
If you have a concern about your Mous purchase, please contact our Customer Experience Team. For any Warranty claims, you will need to include a high-resolution photo(s) clearly showing the defect. If your complaint is valid, we will then replace the item at no charge, with a new product of the same model and style.
As stated above, this warranty relates to defects in material or workmanship. It does not cover any problem or damage to an item that is caused by or originates from:
- Installation failures
- Daily wear-and-tear
- Drops / Falls
- Intentional modifications
- Items not manufactured by us
- Items not sold by us or our authorised resellers
- Misuse or mishandling of the product
- Theft or loss of the product
Mous Products Ltd reserves the right at any time, in its sole discretion, without liability to you or any third party to modify, suspend or terminate this warranty.
Promotional items (those sent to you for the purpose of carrying out reviews, videos, etc.) are not covered by this warranty.
We continually strive to improve, and we value our customers’ views to help us ensure our products and services are consistently exceeding expectations. When something goes wrong, we need you to tell us about it. We aim to handle complaints quickly, effectively and in a fair way. Complaints can be submitted by contacting our Customer Experience team. Please provide full details of the issue you have experienced. If your complaint is due to a product defect, please include relevant images and a full description.
We aim to respond to your complaint within 72 hours of receiving the email and your assigned team member will contact you to help resolve the issue. We aim to fully resolve any complaints within 5 working days with the best possible outcome. Once the complaint has been resolved we will close the email ‘ticket’, but if you feel it necessary to re-open it, simply respond to the same email thread and we will continue to provide necessary assistance.
We are always looking to enhance our service and products, and welcome any suggestions that you may have to help us continually improve.