We care about the quality of every product at Mood Nook. If a product you received is defective or doesn't match your order, file a complaint. We are liable for any non-conformity of the product with the contract that becomes apparent within 2 years of delivery. The quickest way to file a complaint is through our system.
Important! Please don't send the product back before you hear from us. Photos are often enough, and if we need the product, we will send you a label.
FILE A COMPLAINT IN THE SYSTEM
To file a complaint, you will need the email address used when placing the order.
What is a complaint?
A complaint is a report that a product does not conform with the contract – for example, in the case of a manufacturing defect, damage in transit or receiving the wrong goods. As part of a complaint, you can request repair or replacement of the product. If repair or replacement is not possible or the defect is significant, you can request a price reduction or withdraw from the contract.
How to file a complaint – step by step
1 |
Go to the system – returns.xeper.io/login and log in with the email address used when placing the order. |
2 |
Select the order and indicate the product concerned. |
3 |
Describe the problem – state the type of defect, when you noticed it, and attach clear photos from several angles. The more details, the faster we can process your complaint. |
4 |
Wait for our decision – we will review your report and let you know the next steps by email. |
5 |
Send the product back if we ask you to – using the label from the system. |
What happens after you file it?
We will respond to your complaint within 14 days of receiving it, however you filed it. If we do not respond within this time, the complaint is deemed accepted. If the complaint is accepted, we will offer – depending on the situation – repair or replacement of the product, or, if that is not possible, a price reduction or a refund. We cover the shipping costs of the complaint both ways.
Other ways to file a complaint
You can also file a complaint by email to info@moodnook.com with the subject “Complaint – order number” (attach a description of the defect and photos) or in writing to: Mood Nook, ul. Równa 19D, 80-067 Gdańsk.
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