At The Moex Cheese Co (operated by Moex LTD), we take extreme pride in crafting and delivering premium-quality cheeses. Because our products are fresh and perishable, our return and refund policy is designed to ensure food safety while protecting your satisfaction as a valued customer.
- Perishable Goods & Change-of-Mind Orders
No Change-of-Mind Returns: Due to strict UK food safety regulations and the temperature-sensitive nature of cheese and dairy products, we cannot accept returns or offer refunds for non-defective perishable goods if you simply change your mind or order by mistake once your order has been dispatched.
Order Cancellations: If you wish to cancel or modify an order, you must contact us at least 24 hours prior to dispatch. Once an order is processed or shipped, it cannot be canceled.
- Damaged, Defective, or Incorrect Items
We take great care in packaging our cheeses to arrive in prime condition. However, if your delivery arrives in an unsatisfactory state:
Notification Period: You must report any damaged, spoiled, incorrect, or missing items within 24 to 48 hours of delivery.
Evidence Required: To process a replacement or refund, please email info@moexltd.co.uk with:
Your Order Number.
A brief explanation of the issue.
High-resolution photos showing the issue (e.g., damaged packaging, spoiled product, or incorrect item label).
- Delivery & Temperature Quality
Incorrect Addresses: We are not responsible for spoiled or undelivered goods resulting from an incorrect shipping address provided at checkout.
Failed Delivery Attempts: Our perishable packages are time-sensitive. If courier delivery fails due to the recipient being unavailable, or if the package is left unattended for an extended period after delivery confirmation, we cannot issue a refund or replacement.
Transit Delays: If a courier delay causes the product temperature to exceed safe storage thresholds or result in spoilage, please contact us immediately upon receipt for assistance.
You have 14 calendar days from the date of receipt to request a return under UK distance selling regulations.
Returned items must be unused, in their original packaging, and in saleable condition.
Return postage costs for non-defective items are the responsibility of the customer.
- Refunds & Processing
Once approved, refunds will be credited back to your original payment method (e.g., credit/debit card or PayPal etc).
Refunds typically process within 3 to 7 business days, depending on your payment method.
Original shipping fees are non-refundable unless the return/issue was caused by an error on our part (e.g., wrong item sent or defective goods).
- Contact Us
For any questions regarding your delivery, returns, or refunds, please reach out to our customer care team