Return & Refund Policy
Last Updated: August 19, 2026
At Mourven, we accept returns for Knit Caps and Knit Sweaters in accordance with the conditions below. We accept returns for both defective and non-defective products, provided the return meets the applicable requirements in this policy. Our goal is to make the return and refund process clear and transparent.
Return Window
You may request a return within 28 days of the date your order was delivered.
To request a return, contact us at support@mourven.shop within the 28-day return period. Requests submitted after the 28-day period may not be accepted.
Products Eligible for Return
Returns may be accepted for both defective and non-defective products.
For a non-defective return, the product must be returned in an acceptable condition. The item should be unused, unworn, clean, and in a condition suitable for resale, with its original packaging or tags where applicable.
For a defective or incorrect product, please contact us with details of the issue and clear photographs so that we can review the problem before arranging the return.
Product Condition and Inspection
All returned products are subject to inspection after they are received by Mourven.
If you report that a product was defective or damaged when received, we may ask you to provide photographs showing the issue before the return is arranged.
We will assess whether the reported issue appears to have been present when the product was delivered. If a product was in acceptable condition when sent but is returned damaged due to use, handling, washing, alteration, or other customer-caused damage, the return may not qualify for a refund.
For clothing products such as Knit Sweaters and Knit Caps, customers should take reasonable care of the product while it is in their possession. Items that have been worn, washed, stained, altered, damaged, or otherwise changed after delivery may not be eligible for a non-defective return.
Defective or Incorrect Products
If you receive a product that is defective, damaged on arrival, or different from the product you ordered, please contact us at support@mourven.shop as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs showing any damage or defect
- Photographs of the packaging where relevant
We will review the information provided and determine whether the issue qualifies as a defective or incorrect-product return.
If Mourven sent you the wrong product or the product arrived damaged or defective, and the issue is confirmed as being our responsibility, Mourven will cover the cost of the return label.
Non-Defective Returns
If you want to return a product that is not defective, you may request a return within the 28-day return window, provided the product meets the return conditions in this policy.
For a non-defective return, the customer is responsible for the return shipping and return-label cost.
The product must be returned in an acceptable condition. We may decline a return if the item has been used, worn, washed, stained, altered, damaged, or otherwise returned in a condition that does not meet the applicable return requirements.
Return Label Responsibility
The responsibility for the return label depends on the reason for the return.
- Customer-requested, non-defective return: The customer is responsible for the return-label cost.
- Wrong product sent by Mourven: Mourven will cover the return-label cost if the issue is confirmed.
- Product damaged or defective when received: Mourven will cover the return-label cost if the issue is confirmed as a product or fulfilment issue.
Customers should not send a return without first contacting us and receiving return instructions.
Direct Exchanges
Direct exchanges are not accepted.
If you want a different Knit Sweater, Knit Cap, size, colour, or another product, you will need to return the original product if it qualifies under this policy and place a new order separately.
A refund for the returned product will be processed according to the applicable refund terms after the returned item has been received and inspected.
Restocking Fee
Mourven does not charge a restocking fee for approved returns.
Restocking fee: £0
This does not change the customer’s responsibility for return shipping costs on eligible non-defective returns.
Return Process
To request a return, email support@mourven.shop within 28 days of receiving your order.
Your email should include:
- Order number
- Email address used to place the order
- Product you want to return
- Reason for the return
- Clear photographs where relevant, particularly for defective, damaged, or incorrect products
We will review the request and provide the appropriate return instructions if the return is eligible.
Please do not send products back before contacting us. A return sent without prior contact may cause delays in processing the return.
Return Shipping
For approved non-defective returns, the customer is responsible for the return shipping cost and return label.
If the return is required because Mourven sent the wrong product or the product was confirmed to be damaged or defective when received, Mourven will cover the return-label cost.
Refund Process
Once a returned product is received, it will be inspected to confirm that it meets the applicable return requirements.
If the return is approved, the refund will be processed within 8 business days after the return has been received and the return eligibility has been confirmed.
The time for the refund to appear in your account may also depend on the payment provider and financial institution used for the original payment.
Refund Method
Approved refunds will be issued through the original payment method used for the order, where possible.
Mourven does not normally issue refunds through a different payment method.
Late or Delayed Refunds
If your refund has been approved but you have not received it after the stated 8-business-day refund processing period, please first check your original payment account or payment statement.
If the refund is still not showing, contact us at support@mourven.shop with your order number and refund details. We will review the refund status and provide any available information.
Please note that after Mourven processes a refund, the time required for the funds to appear in your account may depend on your payment provider or financial institution.
Returns That Do Not Meet the Requirements
A return may be rejected if:
- The return request is made after the 28-day return window.
- The product has been worn, washed, stained, altered, or damaged after delivery.
- The product is returned in a condition that does not meet the applicable return requirements.
- The product has been damaged through customer use or handling.
- The return was sent without following the return instructions provided by Mourven.
If a returned item does not qualify for a refund, we will communicate the outcome and the applicable reason.
Cancellation and Returns
Orders may be cancelled within 1 day (24 hours) of being placed by contacting support@mourven.shop.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible. If the order has already been dispatched, the customer may need to use the return process described in this policy instead.
Contact Us
For all return and refund requests, please contact Mourven by email at:
support@mourven.shop
When contacting us, please include your order number, the email address used for the order, and a clear explanation of your request. For damaged, defective, or incorrect products, please include clear photographs so that we can properly review the issue.