Website Cookie Consent & Cookie Policy

Effective 10/08/2026

1. Purpose and contact details
This policy explains how Moray Waste Busters Ltd, trading as Moray Waste Busters Ltd, handles cancellations, returns, refunds, repairs and replacements for orders placed through moraywastebusters.org. It should be read with our Terms and Conditions of Sale and Delivery & Collection Policy.
Legal name: Moray Waste Busters Ltd
Scottish Charity Number: SC033861, Company Number: SC240123
Returns email: info@moraywastebusters.org
Telephone: 01309 676056
Moray Waste Busters Ltd, Waterford Recycling Centre, Waterford Road, Forres, Moray, Scotland, IV36 3TN
Customer service hours: Mon – Fri, 8.30 am – 3.30 pm

2. Our reuse-goods approach
Many of our goods are donated, reused, repaired, refurbished, vintage or second-hand. They may show signs of age or use, lack original packaging, have cosmetic wear, have been repaired, or have other disclosed limitations. We describe and photograph each item as accurately as we reasonably can.

A disclosed defect, wear or limitation is part of the product description. This does not affect your legal rights if the goods are unsafe, not as described, or fail to meet the standard reasonably expected, taking into account their age, price, condition and stated defects.

3. Cancelling an online purchase
3.1 If you buy online as a consumer, you will normally have the right to cancel your purchase within 14 days from the day after you, or a person you nominate, receives the goods. You do not need to give a reason.
To cancel, send a clear statement by email to info@moraywastebusters.org or by post to
Moray Waste Busters Ltd, Waterford Recycling Centre, Waterford Road, Forres, Moray, Scotland, IV36 3TN

3.2 Include your name, order number, the goods concerned and a statement that you wish to cancel. You may use our online Returns & Cancellation Form, but you do not have to.

3.3 After notifying us that you are cancelling, you must return the goods or make them available for collection within 14 days. Please contact us before arranging the return of furniture or bulky goods.

3.4 The right to cancel does not apply where a legal exemption applies. This may include clearly personalised or made-to-order goods, or sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed. Any relevant exclusion will be clearly stated on the product listing before purchase.

4. Change-of-mind returns
4.1 You may return a non-faulty item under your cancellation right as described in section 3. Please return the item with all components, accessories and any supplied paperwork.

4.2 You may inspect goods as you would in a shop. Please do not use, alter, assemble, install, wash or damage them beyond what is reasonably necessary to inspect their nature, characteristics and functioning.

4.3 We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the goods, or by damage, missing parts, or use after receipt.

5. Return costs and methods
5.1 For a change-of-mind cancellation, you are responsible for the direct cost of returning goods unless we have stated otherwise. For items that can be posted, use an insured or tracked service appropriate to the item’s value and retain proof of posting.

5.2 For furniture, bulky or heavy items, do not attempt to return the item without contacting us. For large, bulky or furniture items, the estimated return collection costs are “from £15 plus VAT, depending on postcode and item size”. Alternatively, you may arrange suitable transport at your own cost and risk until we receive the item.

5.3 If goods are faulty, unsafe, damaged in transit, or not as described, contact us promptly. We will discuss an appropriate return or collection method and will not require you to pay reasonable return costs where the law requires us to cover them.

6. Faulty, unsafe or misdescribed goods
6.1 Please contact us as soon as possible, quoting your order number and providing a description and, where available, photographs. Photographs help us assess transit damage or condition issues, but they are not a condition of your legal rights.

6.2 We will assess the issue fairly, taking into account the product listing, age, price, condition, stated defects and the nature of the item. Where required by law, the remedy may include a repair, replacement, price reduction or refund.

6.3 Please do not use any electrical or other safety-critical item if you believe it may be unsafe. Disconnect it safely where appropriate, and contact us immediately at 01309 676056 or info@moraywastebusters.org.

7. Refunds
7.1 For a valid cancellation, we will refund the price paid for the goods and the cost of standard outbound delivery. If you chose a more expensive delivery option, we will refund only the cost of our standard delivery option, not the cost of the more expensive option.

7.2 We will issue a refund within 14 days of receiving the returned goods, or of receiving evidence that you have returned them, whichever is earlier. We may wait until the goods are received or proof of return is provided before issuing the refund.

7.3 Refunds are normally issued to the original payment method. If payment was made by card, the refund will normally be processed back to the same card via our payment provider.

7.4 If a deduction is made for diminished value, we will explain the reason and amount.

8. Exchanges
8.1 Because many of our items are unique, we generally cannot offer like-for-like exchanges. You may return eligible goods under this policy and place a new order for an available item.

9. Returns process
1. Contact us at info@moraywastebusters.org or 01309 676056, providing your order number, item details and the reason for the return.

2. We will confirm whether the item should be posted, taken to Moray Waste Busters, or collected, and provide any return reference or packing instructions.

3. Pack the item securely, including all parts and accessories. Do not send items at our expense unless we have agreed in writing.

4. Retain proof of postage or collection.

5. We will inspect the item and contact you with the outcome. We aim to process returns within five working days of receiving the item, though this is not a guarantee.

10. Collection and in-person purchases
Goods ordered online and collected from us are normally still distance-sales purchases, so the online cancellation rights in this policy apply unless a legal exemption applies.

Goods selected and purchased in person at our shop are not subject to the 14-day online cancellation right. Our voluntary goodwill return policy for in-person purchases is: If you change your mind, we will offer either a credit note or exchange for eligible goods returned within 14 days of purchase. Please bring your receipt or other accepted proof of purchase. This does not affect rights for faulty or misdescribed goods.

11. Complaints
If you are dissatisfied with a decision, please contact the General Manager at info@moraywastebusters.org , or Moray Waste Busters Ltd, Waterford Recycling Centre, Waterford Road, Forres, Moray, Scotland, IV36 3TN
State your order number and the outcome you seek. We aim to acknowledge complaints within five working days and, where reasonably possible, provide a substantive response within 14 working days.

12. Changes to this policy
We may update this policy from time to time. The version published at the time you place an order will apply to that order.