Returns & Refund Policy

Last updated: 25 October 2026

This policy explains cancellation rights, return arrangements, transport costs and refunds for purchases from mokurra.com.

1. Standard products: 14-day cancellation right

For standard products purchased online, you may cancel before delivery or notify MOKURRA of cancellation within 14 calendar days after the day you, or a person nominated by you, receive the goods.

Once you notify us, you have a further 14 calendar days to send the goods back.

You do not need to give a reason or use a particular form to exercise this right.

This also applies to standard catalogue products manufactured after ordering. Starting production after an order is placed does not, by itself, remove statutory cancellation rights.

2. Personalised products

Goods made to your individual specifications or clearly personalised are excluded from change-of-mind cancellation and returns where the legal exemption applies.

Where applicable, the relevant specifications and cancellation exclusion will be disclosed before purchase and recorded in your order confirmation.

This exclusion does not affect your statutory rights if goods are faulty, damaged, incorrectly supplied, not as described or not delivered as agreed.

3. Contact MOKURRA before sending a return

Before dispatching any return, contact MOKURRA to register your request and obtain written confirmation of the return arrangements.

Email: contact@mokurra.com
Telephone: +44 1202 080175

Please provide:

• Your order number.

• The item you wish to return.

• Whether you are cancelling the purchase or reporting a problem.

• Details and photographs of any fault, damage or incorrect item, where available.

A reason is not required for a statutory change-of-mind cancellation.

MOKURRA will review your request, confirm the applicable return procedure and provide the correct return address and shipping or collection instructions.

Please wait for this written confirmation before arranging transport. Our administrative address is not a returns address.

Confirmation of return arrangements is an administrative step. A valid statutory cancellation does not depend on discretionary approval by MOKURRA. Our response time does not change your cancellation or refund rights, and we will not rely on our own delay to deny a valid return.

For returns outside statutory rights, including any goodwill return of an otherwise excluded product, MOKURRA’s express written approval is required before dispatch.

4. Return transport costs

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the goods, provided this responsibility was disclosed before purchase.

MOKURRA does not provide free return transport for change-of-mind returns unless we expressly agree otherwise in writing.

For bulky goods that cannot normally be returned by post, an estimated return transport cost will be disclosed before purchase. Contact us before booking transport so that we can confirm suitable arrangements.

Where MOKURRA arranges a paid collection for a change-of-mind return, the charge and payment arrangements will be agreed with you in advance.

MOKURRA bears the applicable return transport costs where goods are faulty, damaged or incorrectly supplied.

No restocking fee applies to statutory change-of-mind cancellations.

5. Product condition and packaging

You may inspect the goods as you would in a shop to establish their nature, characteristics and functioning.

Please return supplied accessories, fittings and instructions with the product.

Package the goods securely for transport. Original packaging is recommended, particularly for fragile or bulky products, but is not a condition of exercising your statutory cancellation right.

If handling goes beyond what is necessary to inspect the goods and causes a loss of value, a lawful deduction may apply. We will explain any proposed deduction.

6. Sending the goods back

Use the return address and instructions supplied by MOKURRA.

We recommend a suitable tracked service and retaining proof of dispatch. For large or fragile products, use transport appropriate to the product’s dimensions and handling requirements.

Sending goods to an incorrect address may delay receipt and processing. This does not automatically remove your statutory rights.

7. Faulty, damaged or incorrect goods

Contact us promptly with your order number and details of the problem.

Photographs may help us assess damage or an incorrect delivery. We will explain any additional information reasonably needed.

Please report visible transport damage as soon as possible, ideally within 48 hours of delivery. This requested reporting period does not limit your statutory rights.

We will provide the appropriate remedy under applicable consumer law, which may include repair, replacement or refund, and arrange or cover the applicable return transport costs.

8. Refunds

For statutory cancellations, refunds are made to the original payment method without undue delay.

Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. We will then refund within 14 calendar days of that date.

Where we have offered to collect the goods, the applicable statutory refund deadline runs from notification of cancellation.

Where applicable, the refund includes the original standard delivery charge. Standard UK delivery is free.

The additional cost of an optional premium delivery service is not refundable under a standard change-of-mind cancellation.

Any lawful deduction for diminished value will be explained. Your payment provider may require additional time for the funds to appear in your account.

Refunds for faulty goods are handled in accordance with applicable consumer law.

9. Missing or delayed orders

If your order has not arrived within the delivery period confirmed for your product, contact MOKURRA.

We will investigate with the delivery provider and arrange an appropriate resolution, including replacement or refund where applicable.

Your statutory rights concerning late delivery and non-delivery remain unaffected.

10. Warranty

Our suspended fireplaces, central fireplaces and fire pits include a five-year warranty against manufacturing defects.

Warranty information for electric fireplaces is stated on the relevant product pages.

Commercial warranties are separate from cancellation rights and do not replace or restrict statutory consumer rights.

11. Contact

MOKURRA
Email: contact@mokurra.com
Telephone: +44 1202 080175

Customer service: Monday to Friday, 10:00–18:00, UK local time, excluding public holidays.

Please contact us before sending any goods back. The appropriate return address will be provided with your return instructions.