Returns & Refunds Policy
This policy applies to purchases made from SayMOJO (https://saymojo.com), operated by MOJO & LIV LIMITED (company number 13857706). Nothing in this policy affects your statutory rights as a UK consumer.
Our 30-Day Return Promise
We want you to love your purchase. If you change your mind for any reason, you may return any eligible item within 30 days of delivery for a full refund or exchange — this is more generous than the 14-day statutory minimum required by UK law.
To be eligible, items must be:
- Unused and in the same condition you received them;
- In their original packaging, with any tags or labels attached;
- Accompanied by your order number or proof of purchase.
How to Return an Item
- Contact us at support@saymojo.com (or call +44 1332 327013) with your order number and the item(s) you wish to return.
- We'll email you a free, prepaid return shipping label and step-by-step return instructions within 1 business day. Return postage is free — we cover the cost.
- Pack the item securely (ceramics and glass need plenty of padding — reuse our packaging where possible) and drop it off as instructed on the label.
- Keep your proof of postage until your refund is confirmed.
Return address: SayMOJO Returns, MOJO & LIV LIMITED, 4th Floor Tuition House 27-37 St George's Road, Wimbledon, London, United Kingdom, SW19 4EU. Please do not send returns without contacting us first, as unregistered returns can be delayed or misplaced.
Refunds
- We will inspect your return and email you to confirm approval, normally within 2 business days of receiving it.
- Approved refunds are issued to your original payment method.
- We process refunds within 14 days of receiving the returned goods (or of you providing evidence of return postage, whichever is earlier), as required by the Consumer Contracts Regulations 2013 — in practice, most refunds are issued within 3–5 business days of approval.
- Your bank or card issuer may take a few additional days to post the refund to your account.
- If you have not received an approved refund after 14 days, contact us at support@saymojo.com.
Your Statutory Right to Cancel (Consumer Contracts Regulations 2013)
As a UK consumer buying online, you have a legal right to cancel your order, without giving any reason, at any time from the moment you place the order until 14 calendar days after the day you (or someone you nominate) receive the goods. Our 30-day return promise runs alongside and beyond this right — it never reduces it.
- To exercise this right, notify us with a clear statement (email support@saymojo.com or phone) within the 14-day period. You may use the model cancellation form below but you don't have to.
- You then have a further 14 days to send the goods back (with our free label).
- We will refund the full price of the goods, plus the basic delivery cost you paid (our standard UK delivery is already free).
- We may make a deduction from the refund only if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning (i.e. more than you could do in a shop).
Model cancellation form (complete and email to support@saymojo.com only if you wish to cancel):
“To MOJO & LIV LIMITED (trading as SayMOJO), 4th Floor Tuition House 27-37 St George's Road, Wimbledon, London, United Kingdom, SW19 4EU: I hereby give notice that I cancel my contract of sale of the following goods: [description] / Ordered on [date] / Received on [date] / Order number: [number] / Name of consumer / Address of consumer / Date.”
Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- Within 30 days of delivery: you have a short-term right to reject the goods for a full refund.
- After 30 days and within 6 months: you are entitled to a repair or replacement; if that is not possible or fails, a price reduction or a full/partial refund.
- We pay all return postage costs for faulty, damaged or incorrect items — always.
If your item arrives damaged or you receive the wrong item, email support@saymojo.com with photos of the item and packaging and we will resolve it promptly with a replacement or full refund.
Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order for the item you want. Alternatively, contact us and we can arrange a direct exchange for the same item (e.g. a different colour), subject to stock.
Non-Returnable Items
Unless faulty or misdescribed, we cannot accept change-of-mind returns of:
- Gift cards;
- Custom, personalised or made-to-order items;
- Items sealed for hygiene reasons that have been unsealed after delivery.
Clearance/sale items can be returned under both our 30-day promise and your statutory rights, unless clearly marked otherwise at the point of sale before purchase. Your statutory rights in respect of faulty goods always apply, to every item.
Late or Missing Refunds
First, re-check your bank account, then contact your card issuer — posting times vary. If you've done this and still have not received your refund, contact us at support@saymojo.com and we will chase it immediately.
Complaints & Dispute Resolution
If you are unhappy with how we have handled a return or refund, please email support@saymojo.com with “Complaint” in the subject line. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days. If we cannot resolve your complaint, you may seek advice from Citizens Advice or pursue alternative dispute resolution.
Company & Contact Information
- Trading name: SayMOJO
- Legal entity: MOJO & LIV LIMITED
- Company number: 13857706
- Company status: Active
- Company type: Private limited company
- Incorporated on: 19 January 2022
- Registered office: 4th Floor Tuition House 27-37 St George's Road, Wimbledon, London, United Kingdom, SW19 4EU
- Companies House: official company record
- Email: support@saymojo.com
- Phone: +44 1332 327013
- Customer service hours: Monday–Friday, 9:00 AM–6:00 PM (UK time, GMT/BST). We aim to respond to every enquiry within 1 business day.