Returns & Exchange Policy
Thank you for choosing MorMe Prosthetics. We understand how important it is for you to feel affirmed and confident with our products. Due to the intimate nature of what we create and their purpose, we are required to have special considerations in place for returns and exchanges. Please read this policy fully before placing your order.
1. Inspecting your order
When your order arrives, please inspect it immediately. Check that the product(s) match your order (correct model, size, skin tone, accessories included) and that there is no visible damage.
If you notice an error (wrong model / size / tone) or missing item, you must contact us at hello@mormeprosthetics.com within 72 hours of delivery to report the issue.
2. Products eligible for return or exchange
If they are unused, sealed in their original protective packaging, and returned to us in the condition they left us, we may offer an exchange or credit for a replacement piece under the following conditions:
- You notify us within 72 hours of delivery.
- You provide photo evidence of any significant fault or damage that is present within the sealed packaging.
- The product has not been removed from its sealed protective packaging.
Due to the intimate nature and hygiene requirements of these items, we do not accept returns or exchanges under any circumstances once the protective packaging is opened. This applies even if the item is unused but removed from sealed packaging or if the wrong size/tone was ordered.
For all items: Ordering the wrong size, tone, cut, or model is not grounds for a refund or exchange. Please check carefully before placing your orders.
3. What happens if there is a manufacturer fault?
If you believe you have received an item that is faulty due to manufacturing (e.g., serious tear, imperfection outside of stated guidelines) and it is within 72 hours of receipt (and the item is otherwise unused and in original condition), you may contact us with:
- Clear photographs of the fault.
- A description of how and when the issue was identified.
We will assess whether the damage is due to manufacturing fault or user misuse. If we determine it is a manufacturing fault, we may offer a discounted replacement part (where available) or other remedy at our discretion.
4. Lost or mis-addressed items
It is the customer’s responsibility to ensure that the delivery address provided is correct at the time of ordering. If the address is incorrect and the parcel is lost or mis‐delivered, we cannot be held liable.
If a parcel is lost in transit (and we have proof of dispatch and tracking), we will investigate on a case-by-case basis. We may liaise with the courier and explore options (reshipment or refund) depending on the circumstances.
Please note: if a parcel is returned to us because of customer error (wrong address, refused delivery) additional shipping charges or reshipment costs may be applied.
5. How to request a return/exchange
Step 1: Email us at hello@mormeprosthetics.com with your order number, product name/model, reason for return (if applicable), and photographs if reporting fault.
Step 2: Await our confirmation and instructions (we will let you know whether a return/exchange is accepted, and if so, what shipping address to send the item to).
Step 3: If approved, you must send the item back to us in the same condition it was received, in its original sealed protective packaging, with all accessories, labels, and documentation intact.
Step 4: Once we receive the item and confirm it meets the return requirements, we will process the exchange or credit/refund (as applicable) within 2 business days.
6. Shipping costs
Return shipping is the responsibility of the customer unless otherwise agreed in writing due to manufacturing fault.
For exchanges or replacements, the customer may need to cover the cost of reshipping unless agreed otherwise.
7. Exceptions and final notes
Items that have been used, worn, have altered packaging, or removed from hygienic sealed condition are not eligible for return or exchange.
Custom orders or specially-made products (if applicable) may have further restrictions and are often non-returnable or refundable.
We recommend reading all product listings carefully before purchase (size charts, tone options, model differences, intended use) and contacting us if you have any doubt before ordering.
If you have any questions about this policy or your order, please don’t hesitate to contact us at hello@mormeprosthetics.com
