Returns and Exchanges


Right of withdrawal

The customer may return the product received within 14 calendar days without justification.

The withdrawal period shall expire 14 calendar days from the day on which the Customer or a third party indicated by the Customer, other than the carrier, acquired material possession of the goods.

To exercise the right of withdrawal, the customer must notify us at its decision to withdraw through an unambiguous statement indicating the order number and product reference in question. You will be able to use the model withdrawal format below, although its use is not mandatory. In order to comply with the withdrawal period, it is sufficient that the communication relating to the customer's exercise of this right is sent before the expiry of the relevant period.

In case of withdrawal on the part of the Customer, the payment received will be returned in question of cost of product, the expenses of delivery will not be paid, since if the customer wants to try on the product, or changes his mind in his purchase, it will be he himself who pays the expenses caused by this transport between our warehouses and his home or delivery address. Payment shall be made without undue delay and in any event no later than 14 calendar days from the date on which we are informed of the withdrawal decision. We will proceed to make such a refund using the same means of payment used by the Customer for the initial transaction, unless the Customer has expressly provided otherwise; in any event, no expense will be incurred as a result of the refund. The reimbursement may be retained until the goods have been received or until the customer has provided proof of the return of the goods, whichever condition is fulfilled first. You must return or deliver the goods directly to Mosfashion in Calle Cartago, 5 35100 El Tablero España, without any undue delay and, in any case, no later than 14 calendar days from the date you inform us of your decision to withdraw from the contract. If the product is not returned in the same original packaging the good will suffer a depreciation, the deadline will be considered fulfilled if you return the goods before the end of that period. The customer must assume the direct cost of returning the product. Only the customer is solely responsible for the decrease in value of the product resulting from handling other than that necessary to establish the nature, characteristics and functioning of the product.

The right of withdrawal shall not apply to the products concerned:

  • The supply of goods made to the specifications of the consumer and user or clearly personalized.
  • The supply of goods that may deteriorate or expire rapidly.
  • The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
  • The supply of sealed sound or video recordings or sealed computer programs that have been unsealed by the consumer and user after delivery.

How to proceed with a return

If you wish to return a product for whatever reason, first contact our customer service department through the contact section of our online store, where you will find a form to make your return. Choose "return" in the subject box, selecting the number of your order, and the product to return (in case it is more than one, write the list in the body of the message). Within 48 hours (working days), we will contact you to process the return in accordance with the policies set out on this page.


In case you want to make the return is for a cause beyond our company, you must send the garment or garments you want and by regular registered mail always (you will be given a tracking number at the post office). The expenses of return will be paid by the client, as long as the product is not defective and there has not been an error in the sending, in which case Mosfashion will run with the expenses of sending. We recommend that you contact us beforehand, in order to avoid additional costs due to customs issues. The address that you must indicate will be given to you once you contact us to make the return.

In the event of a manufacturing fault or an erroneous order processing by Mosfashion and Hensi, we assume our fault and refund the full amount of the product or products you wish to return. In this case, a carrier will pick up the item at the address you provide, provided it is located in Spain. Of course, the product or products must be in perfect condition and with the corresponding proof of purchase. Whenever you need you can print the invoice by going to "MY ACCOUNT" in the online store. Once we receive the product and after a maximum period of 5 working days, we will manage the shipment of the new article which will be sent free of charge.

For reasons of hygiene, products for personal use such as underwear may not be returned or exchanged.

Returns of product, will be made only by collection by the courier designated by Mosfashion will not collect packages sent by customers by any other means. Our transport company will contact you, once you ask us to make the justified change of the defective article. Remember that Mosfashion guarantees the review of the product before it is shipped to ensure the success of the sale at 100%.


If you want to make a change, either because you are not convinced by your purchase, or because you have not selected the right size, please contact through the contact section of this online store, indicating which of the garments you want to change, and for which you would like to do it. You can send us the link or the reference of the article, as well as its color and size, to reserve this product until your return arrives. The shipment is made by mail cash on delivery.

Who pays for the cost of the return?

In the event of a manufacturing fault or an erroneous order processing by Mosfashion and Hensi, we assume our fault and refund the full amount of the product or products you wish to return (including transport). If you have sent your order correctly, but you are not convinced how it looks, or you have changed your mind, you will have to cover the cost of transport.

How do I proceed if I want to return a product?

You must send the garment or garments that you want to return in its original packaging by regular registered mail at all times (you will be given a tracking number at the post office). The address to which you must make the return will be indicated once you have contacted us to make the change. It is very important that you contact us previously from the contact form on this website. Both the return and the shipment are paid by the customer. Please note that the Customs declaration must be less than 15€, otherwise the return will not be accepted. Once the merchandise has been received in our warehouses, it will be checked by our staff and we will send you the garment you have chosen to make the change.


Mosfashion's commitment

We make a great effort to ensure the availability of all products advertised on our website, however sometimes some of the garments chosen may not be available due to stock shortage in our stores. This can happen especially on weekends, when our stores are open but our online store team works Monday through Friday.

In the event of such a situation, we will communicate with the customer quickly and try to solve it by advising him on a similar product, some of our exclusive offers for this type of situation or proceed to the immediate reimbursement of your money.

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