Returns & Refunds Policy
At Morena, we work hard to ensure you get the most exclusive, fashion forward & stylish wear for your city living and lifestyle. As such we go to great lengths to ensure:
- Our product pages are honest and accurate which is why we take our own photographs (no stock photos), have zoom enabled on images, and include detailed descriptions and information on our products. Unfortunately there are others who are providing stock supplier images and the product they are selling may not match the product you get. With us - WYSIWYG!!!
- Our products are of a high quality (say NO to fast fashion!).
- Our Sizing Guide is as detailed as possible.
In the event that the fit isn't right or the product arrives damaged then see below...
A refund, exchange, or credit note is provided where the item does not fit properly under the following conditions:
- The item is in original condition i.e. unworn, undamaged, unwashed, unstained (e.g. makeup, tan marks, etc) and all the tags are still attached.
- The item is not a clearance or sale item.
- For hygiene reasons we cannot accept returns of undergarment, lingerie, intimates, bodysuit, or swimwear.
- The item is returned within 14 days from delivery date.
- All return shipping costs are covered by you (the customer).
- Orders placed with Afterpay are only eligible for a credit note unless proven to be faulty after inspection by our team. Visit Afterpay's refund policy here: https://www.afterpay.com.au/terms/.
- Where you have not honoured our Returns Policy we will only send the item back provided you pay the shipping charges to do so.
- The Credit Note/Gift Card will expire 6 months from the date of receipt by us of returned item and only as long as the item adheres to the conditions outlined above.
Should you require to send back the item (as per the returns policy) please email email@example.com for delivery instructions. NB: We have two returns facilities - one in New Jersey, USA and one in Sydney, Australia.
The following information must be provided in all cases prior to sending the item:
- Order Number, Order Date
- Name, Shipping Address, Phone # or Email
- Item to be returned: Product Name, Size, Colour, Price
- Reason for Return (NB: in the case of a refund claim evidence in the form of photos of fault must also be provided)
A refund is provided where the item has been delivered faulty or not as advertised. The following conditions apply:
- We are notified within 7 days of delivery date.
- We are provided a description of the fault along with pictures as evidence via email to firstname.lastname@example.org NB: We reserve the right to ask for the product to be sent to our office for further inspection and in the event of a valid claim the cost of this shipping would be reimbursed.
- Our team investigates, assesses the claim and accepts the claim as valid.
Where a refund occurs It may take up to 7 business days for the funds to appear in your account.