Refund policy
We carefully inspect every Form & Mora order before dispatch and package each item to withstand normal transportation.
Change-of-mind returns
Form & Mora does not offer an additional voluntary return period beyond customers’ statutory rights.
To request a return, contact us at hello@formandmora.com before sending the item back. Products returned without prior notification may not be accepted.
Returned products must be:
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Unused, unassembled and in resalable condition
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Complete with all parts, accessories and instructions
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Returned in their original packaging or equally protective packaging
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Free from signs of use, damage, stains, odours or modification
The customer is responsible for arranging and paying the return shipping costs for change-of-mind returns. For furniture and oversized products, these costs may be substantial. The original shipping cost will be refunded only where required by applicable law.
The customer is responsible for the product until it reaches us. We recommend using a tracked and insured delivery service.
Where a product has been handled beyond what is reasonably necessary to inspect it, we reserve the right to deduct any resulting loss in value from the refund, as permitted by law.
Made-to-order and personalised products
Products manufactured, upholstered, finished, configured or otherwise produced specifically for the customer cannot be cancelled or returned once production has begun, except where the product is defective or the law requires otherwise.
This includes, where applicable:
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Made-to-order furniture
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Custom dimensions or finishes
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Customer-selected fabrics or materials
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Personalised and specially commissioned products
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Products ordered specifically from a supplier for the customer
The product page or order confirmation will indicate when an item is made to order or customised.
Damaged or defective products
Please inspect the packaging and product immediately upon delivery.
When visible shipping damage is present, ask the courier to record the damage on the delivery documentation before accepting the shipment. Where appropriate, refuse delivery and contact us immediately.
Please report damage or defects within 48 hours of delivery whenever reasonably possible. This helps us document the issue with the carrier and arrange a solution quickly. Failure to report within 48 hours does not remove any mandatory statutory rights.
Your message should include:
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Your order number
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A description of the issue
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Photographs of the complete product
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Close-up photographs of the damage
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Photographs of the external and internal packaging
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A photograph of the shipping label
Please keep the product and all packaging until the claim has been resolved. Do not discard, repair, assemble, use or return a damaged product without our instructions.
After reviewing the claim, we may arrange, as appropriate:
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Replacement parts
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Repair of the product
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Replacement of the product
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A proportionate price reduction
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A refund where repair or replacement is unavailable or otherwise required by law
Minor variations in colour, grain, veining, texture, dimensions or finish that arise from natural materials, handcrafted production or screen settings are not normally considered defects.
Damage resulting from improper handling, assembly, installation, use, storage or maintenance is not considered a manufacturing defect.
Return shipping for defective products
Where we confirm that a product is defective or was damaged before delivery, Form & Mora will arrange or reimburse reasonable return transportation where required.
Customers must not independently arrange expensive freight or courier services without our written approval. Unauthorised costs may not be reimbursed beyond the reasonable cost of the return method we would have arranged.
Refunds
Once an authorised return has been received and inspected, we will notify the customer of the outcome.
Approved refunds will be issued to the original payment method. We may withhold the refund until the product has been returned or the customer provides evidence that it has been dispatched, as permitted by law.
We are not responsible for processing times imposed by banks, card providers or payment services.
Business customers
Orders placed by companies, organisations, professionals or other business customers are final and non-returnable unless otherwise agreed in writing.
Business customers must inspect products promptly and report visible transport damage immediately upon delivery. Nothing in this section limits rights that cannot legally be excluded.
Contact
To request a return or report a damaged product, contact:
Form & Mora
Email: hello@formandmora.com
Order number: [include in the subject line]
This policy does not restrict any mandatory rights available under applicable consumer-protection law.