Terms of service

Terms of Service

Last updated: 22 August 2026

These Terms of Service set out the terms on which you may use the MOB & Ko website and purchase products from us.

Please read them carefully before placing an order.

By accessing our website, creating an account or placing an order with MOB & Ko, you agree to these Terms of Service.

These Terms should be read alongside our Privacy Policy and Returns & Refunds Policy, which are available on our website.

1. About Us

MOB & Ko is operated by:

KO'D COSMETICS LIMITED
Company number: 15168937
Registered in England and Wales

Business address:
Hoddesdon Enterprise Centre
7 Pindar Road
Hoddesdon
EN11 0FJ

Registered office:
Kayleigh Plant Offices
121 Kingswood Nurseries
Theobalds Park Road
Enfield
EN2 9BH

Email: info@mobandko.com

Our website is www.mobandko.com.

KO'D COSMETICS LIMITED is not currently registered for UK VAT.

2. Who These Terms Apply To

These Terms apply to retail purchases made through the MOB & Ko website and, where relevant, retail purchases made by us at events or pop-ups.

These Terms do not govern wholesale or trade supply arrangements where separate wholesale or trade terms have been provided.

If you are purchasing products wholly or mainly for business purposes, some statutory rights referred to in these Terms may not apply to you as a consumer.

3. Customers Under 18

Our website is not restricted to customers aged 18 or over.

However, if you are under 18, you should have permission from a parent or legal guardian before placing an order or creating an account with MOB & Ko.

4. Using Our Website

You may use our website only for lawful purposes.

You must not:

  • Use our website fraudulently or unlawfully

  • Attempt to gain unauthorised access to our website, systems or customer accounts

  • Introduce viruses, malicious code or other harmful technology

  • Scrape, reproduce or commercially exploit our website without permission

  • Interfere with the operation or security of the website

  • Use our website in a way that infringes the rights of MOB & Ko or another person

We may suspend or restrict access where we reasonably believe these Terms have been breached.

5. Website Availability

We work to keep our website available and operating correctly, but we cannot guarantee that it will always be uninterrupted, secure or error-free.

We may temporarily suspend or restrict the website for:

  • Maintenance

  • Security

  • Technical issues

  • Updates

  • Changes to our systems

  • Circumstances outside our reasonable control

We will try to minimise disruption where reasonably possible.

6. Customer Accounts

You may be able to create a customer account through our website.

You are responsible for:

  • Providing accurate information

  • Keeping your login details confidential

  • Maintaining the security of your account

  • Informing us promptly if you believe your account has been accessed without permission

We may suspend or close an account where we reasonably believe there has been:

  • Fraud

  • Misuse

  • Abusive behaviour

  • Manipulation of rewards or promotions

  • Unauthorised activity

  • A breach of these Terms

  • Activity that could harm MOB & Ko, our website or other customers

7. Products

We make reasonable efforts to ensure product descriptions, photographs, specifications and other information on our website are accurate.

However, colours and appearance may vary slightly due to:

  • Screen settings

  • Lighting

  • Photography

  • Device displays

  • Normal manufacturing tolerances

Minor differences of this nature do not necessarily mean that a product is faulty.

We may update product packaging, specifications, materials, presentation or other product details from time to time, provided any change does not materially reduce the quality or intended function of the product.

Your statutory rights are not affected.

8. Product Use and Care

MOB & Ko products should be used for their intended cosmetic purpose and in accordance with any instructions, warnings, cleaning guidance or hygiene information provided.

We are not responsible for damage caused by:

  • Misuse

  • Improper storage

  • Failure to follow reasonable care instructions

  • Use for an unintended purpose

  • Normal wear and tear

This does not limit your rights where a product is faulty, unsafe, not as described or otherwise does not meet the standards required by law.

If you have a known allergy or sensitivity, you should review any available product or material information before use and contact us if you are unsure whether a product is suitable for you.

Nothing in these Terms limits our responsibility where liability cannot legally be excluded.

9. Prices

Prices are displayed on our website and may be shown in different currencies depending on your location.

The final price and currency payable will be shown at checkout before you place your order.

Prices include any taxes that MOB & Ko is required to collect from you at checkout unless clearly stated otherwise.

KO'D COSMETICS LIMITED is not currently registered for UK VAT.

International customers may be responsible for additional import taxes, customs duties or local charges as explained in the international delivery section below.

Your bank, card issuer or payment provider may also apply its own currency conversion rates or fees. These charges are outside our control.

10. Pricing Errors

We take reasonable care to ensure our prices are correct.

Occasionally, a pricing, promotional or currency conversion error may occur.

If we discover an obvious error before accepting your order, we may:

  • Contact you and offer the product at the correct price

  • Ask whether you wish to continue with the order

  • Cancel the affected order and issue a refund

We are not required to supply a product at an obviously incorrect price where it would have been reasonable to recognise that an error had occurred.

Nothing in this section allows us to make misleading pricing claims or to change an agreed price unfairly after a contract has been formed.

11. Placing an Order

Before placing your order, you are responsible for checking:

  • Products selected

  • Quantities

  • Delivery address

  • Email address

  • Telephone number

  • Payment information

  • Any promotional code applied

Our checkout gives you an opportunity to review your order before submitting payment.

When you place an order, you are making an offer to purchase the products in your basket.

Receiving an order confirmation or taking payment does not necessarily mean that we have accepted your order.

Unless we expressly tell you otherwise, your order is accepted and the contract between you and MOB & Ko is formed when we send you confirmation that the order has been dispatched.

12. Payment

Payment is required at checkout unless we expressly offer another payment arrangement.

Depending on availability and your location, payment options may include:

  • Shopify Payments

  • PayPal

  • Klarna

  • Clearpay

  • Apple Pay

  • Google Pay

  • Other payment methods displayed at checkout

Some payment providers, including Klarna and Clearpay, provide their services under their own terms and may carry out their own eligibility or credit checks.

MOB & Ko is not responsible for a third-party payment provider's decision to approve or refuse its service.

At events and pop-ups, we may also accept in-person payment using Shopify POS.

13. When We May Refuse or Cancel an Order

We reserve the right to refuse, cancel or delay an order where reasonably necessary, including where:

  • A product is unavailable

  • There is an obvious pricing or website error

  • Payment cannot be authorised

  • We suspect fraud

  • We suspect unauthorised use of a payment method

  • A promotion or discount code has been misused

  • We reasonably believe an order is being placed for unauthorised resale

  • Required verification information is not provided

  • We are unable to fulfil the order for another legitimate reason

If we cancel an order after taking payment and no goods are supplied, we will refund the amount due to the original payment method.

14. Order Verification and Fraud Prevention

We use fraud-prevention tools, including Shopify fraud analysis.

We may contact you to verify information relating to an order before dispatch.

This may include asking you to confirm information reasonably necessary to establish that the order or payment is legitimate.

If requested information is not provided, we may delay dispatch or cancel the order where reasonably necessary.

15. Cancelling an Order Before Dispatch

If you want to cancel an order before it has been dispatched, please contact:

info@mobandko.com

We will try to stop fulfilment where possible.

Because our contract is generally formed when your order is accepted for dispatch, you may also be entitled to withdraw your offer before that point.

If an order has already been dispatched, our Returns & Refunds Policy and your statutory cancellation rights will apply.

16. Pre-Orders and Back-Orders

From time to time, we may make products available for pre-order or back-order.

Payment for these products is taken in full when the order is placed.

Any expected launch, restock or dispatch date shown is an estimate unless we expressly state that a particular date is guaranteed.

Dates may change because of circumstances including manufacturing, transportation, customs, supplier or operational delays.

Where an order contains both in-stock and pre-order or back-order products, we may hold the entire order until all products are ready to dispatch.

We may alternatively choose to send items separately.

If we split your order into separate shipments, you will not be charged additional delivery fees solely because we chose to split the order.

Your statutory rights, including any applicable right to withdraw or cancel, are not affected by placing a pre-order.

17. Delivery

Delivery options and estimated timeframes are displayed at checkout where available.

We currently use Royal Mail for order delivery.

Delivery dates and timeframes are estimates unless we expressly agree a guaranteed delivery date.

We will take reasonable steps to dispatch and deliver your order within the timeframe communicated to you.

Where no different delivery period has been agreed, applicable consumer law may require goods to be delivered within 30 days.

18. Delivery Delays

Sometimes delivery may be affected by circumstances outside our reasonable control, including:

  • Postal disruption

  • Royal Mail delays

  • Severe weather

  • Strikes

  • Customs delays

  • Transport disruption

  • Natural disasters

  • Government restrictions

  • Supplier disruption

  • Other events we could not reasonably prevent

We are not responsible for delay caused solely by circumstances outside our reasonable control where we have taken reasonable steps to deal with the situation.

However, this does not remove any statutory rights you may have if your order is not delivered within an agreed or legally required timeframe.

19. Delivery Address

You are responsible for providing a complete and accurate delivery address.

If an order is returned to us because the address supplied was incomplete or incorrect, we may ask you to pay reasonable additional delivery costs before sending the order again.

If you realise you have entered an incorrect address, contact info@mobandko.com as soon as possible.

We cannot guarantee that an address can be changed once fulfilment has begun.

20. Risk and Ownership

Ownership of products passes to you once we have received full payment for them.

For consumer purchases, responsibility for loss or damage to goods remains with MOB & Ko until the goods come into your physical possession, or the possession of another person you have identified to receive them.

Different rules may apply if you independently arrange a carrier that we did not offer as a delivery option.

21. Missing Parcels

If tracking shows an order as delivered but you have not received it, please contact us within 7 days where reasonably possible.

We may:

  • Ask you to check with household members or neighbours

  • Review tracking information

  • Confirm the delivery address

  • Contact Royal Mail

  • Open a delivery investigation

We may wait for the outcome of a reasonable carrier investigation before determining the appropriate resolution.

The seven-day reporting period helps us investigate quickly. It does not remove any statutory rights you may otherwise have.

22. Damaged Deliveries

If an order arrives damaged, please contact info@mobandko.com as soon as possible and preferably within 7 days of delivery.

We may ask you to provide:

  • Your order number

  • Photographs of the product

  • Photographs of the packaging

  • Details of the damage

This helps us investigate the issue and provide the appropriate remedy.

The request to notify us within seven days does not remove your statutory rights relating to faulty or damaged goods.

23. Change-of-Mind Cancellations and Returns

For qualifying online purchases, consumers generally have the right to cancel without giving a reason.

You must notify us within 14 days after receiving your order that you wish to cancel.

After notifying us, you generally have a further 14 days to return the goods.

Please contact:

info@mobandko.com

Full details are contained in our Returns & Refunds Policy.

24. Condition of Returned Products

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.

For a change-of-mind return, products should wherever possible be returned:

  • Unused

  • Clean

  • Undamaged

  • In their original condition

  • With original packaging

  • With applicable hygiene or protective seals intact

Where handling goes beyond what would reasonably be permitted when examining a product in a shop and reduces its value, we may make a lawful deduction from the refund to reflect that reduction in value.

25. Hygiene Products

Certain products may be supplied with protective or hygiene seals.

Where goods are genuinely sealed for health or hygiene reasons and are not suitable for return once unsealed, the statutory change-of-mind cancellation right may cease once the seal has been broken, where permitted by law.

This may apply to certain cosmetic applicators or other hygiene-sensitive products.

This restriction does not apply where a product is faulty, unsafe, damaged on arrival or not as described.

26. Return Postage

For change-of-mind returns, you are responsible for the cost of returning the products to us unless we expressly agree otherwise.

We strongly recommend using a tracked return service and retaining proof of postage.

For change-of-mind returns, responsibility for ensuring the parcel reaches us remains with you.

If a product is faulty, damaged, incorrect or otherwise does not conform to the contract, MOB & Ko will cover reasonable return costs where required by law.

27. Refunds

Where you are entitled to a refund, we will normally refund the amount due to the original payment method.

If you would prefer a MOB & Ko credit note and we agree to provide one, you may choose this instead.

A credit note will not replace your statutory right to a monetary refund where the law entitles you to one.

For a valid statutory cancellation, refunds will be made within the period required by law, generally no later than 14 days after we receive the returned goods or evidence that they have been sent back, where applicable.

Where the law requires us to refund the original standard delivery charge, we will do so.

If you paid extra for an enhanced, premium or express delivery option, we are not normally required to refund the additional amount above the cost of our standard delivery option.

28. Faulty, Damaged, Incorrect or Misdescribed Goods

Products supplied by MOB & Ko must meet the standards required by applicable consumer law.

This includes requirements that qualifying goods are:

  • Of satisfactory quality

  • Fit for their intended purpose

  • As described

If a product is faulty, damaged, incorrect, unsafe or not as described, please contact us at info@mobandko.com.

Depending on the circumstances and how long you have had the product, you may be legally entitled to:

  • Reject the goods and receive a refund

  • Repair

  • Replacement

  • Price reduction

  • Another appropriate remedy

Your statutory rights are not limited by our separate Returns & Refunds Policy.

29. Sale Items

Sale and discounted products are subject to the same statutory consumer rights as full-price products.

Our normal change-of-mind returns requirements, including any lawful hygiene exclusions, also apply unless a particular promotion expressly provides more generous terms.

30. Promotions and Discount Codes

Promotions and discount codes may be subject to additional conditions shown at the time of the promotion.

Unless expressly stated otherwise:

  • Only one promotional code may be used per order

  • Codes cannot be combined or stacked

  • Promotions have no cash alternative

  • Free gifts are subject to availability

  • Discounts cannot be applied retrospectively

  • Codes may have an expiry date

  • Some products may be excluded

  • A promotion may be limited to particular customers, products or territories

We may refuse or cancel the use of a code where we reasonably believe there has been fraud, manipulation, unauthorised sharing or other misuse.

31. Promotional Errors and Changes

We may amend, suspend or end a promotion where reasonably necessary because of:

  • A technical error

  • Stock availability

  • Fraud

  • Abuse

  • A pricing mistake

  • Circumstances outside our reasonable control

We will not use this right unfairly or retrospectively remove rights from an order that has already been validly accepted.

Specific promotion, competition or giveaway terms may apply in addition to these Terms.

If specific promotional terms conflict with these general Terms, the specific terms will take priority for that promotion.

32. Partial Promotional Returns

If you return part of an order that qualified for:

  • A bundle price

  • Multi-buy offer

  • Spend-threshold discount

  • Free gift

  • Other conditional promotion

we may recalculate the value of the products you keep where this was made clear as part of the promotional conditions.

Your refund may therefore reflect the price that would have applied to the retained items without the promotion.

Where a free gift was conditional on a minimum purchase or qualifying product, we may ask for the gift to be returned if the qualifying purchase is returned.

If the promotional terms clearly stated this in advance and you choose to keep the free gift, we may deduct its stated value from the refund where lawful.

Your statutory rights are not affected.

33. Digital Gift Cards

MOB & Ko digital gift cards are valid for 12 months from the date of purchase.

The expiry period should be checked before purchase and will be made clear within the relevant gift card information.

Gift cards:

  • May be used towards eligible MOB & Ko purchases

  • Have no cash alternative

  • Cannot normally be exchanged for cash

  • Cannot normally be refunded except where required by law

  • Must be used before their stated expiry date

A gift card may be purchased for another person and sent to the recipient details supplied by the purchaser.

You are responsible for entering the correct recipient information.

Nothing in this section removes any statutory cancellation or refund right that applies to the purchase of a gift card.

34. MOB & Ko Loyalty and Rewards

Our loyalty and rewards programme may be operated using Appstle.

Unless expressly stated otherwise:

  • Points and rewards have no cash value

  • Points cannot be exchanged for cash

  • Points are personal to the relevant customer account

  • Points cannot be transferred between accounts

  • Rewards may be subject to expiry dates or specific conditions

  • Points may only be redeemed in accordance with the programme rules

We may amend how points are earned or redeemed, change rewards, suspend the programme or end the programme.

Where reasonably possible, we will give customers appropriate notice of material changes and a reasonable opportunity to use existing rewards.

We may remove points, cancel rewards, suspend an account or close an account where we reasonably believe there has been:

  • Fraud

  • Duplicate-account abuse

  • Manipulation

  • Unauthorised activity

  • Misuse of the programme

35. Subscriptions

MOB & Ko may introduce product subscriptions or recurring purchase services in the future.

Where subscriptions are available, the specific terms shown when you subscribe will form part of your agreement with us.

Unless different terms are clearly stated at checkout, a subscription may:

  • Renew automatically at the frequency selected

  • Charge the payment method provided for each renewal

  • Continue until cancelled

  • Be cancelled without a cancellation fee before the next renewal is processed

Unless we expressly introduce this functionality, customers should not assume they can automatically skip an order, change a delivery frequency or substitute products.

We may change subscription prices for future renewals, but we will provide appropriate advance notice before a new price takes effect.

We may discontinue a subscription, subscription product or the subscription programme where reasonably necessary, including if a product becomes unavailable or is discontinued.

Where we have taken payment for goods we will not supply, we will refund the relevant amount.

Any statutory cooling-off rights, renewal reminders, cancellation rights or other consumer protections applying to subscriptions at the time the subscription is entered into will apply in addition to these Terms.

Where specific subscription terms conflict with this section, the specific terms presented to you when subscribing will take priority.

36. Reviews

We use Judge.me to collect and display customer reviews.

If you submit a review, you agree that:

  • Your review reflects your genuine experience and opinion

  • Information you provide is truthful

  • You will not impersonate another person

  • You will not submit fake, misleading or fraudulent reviews

  • Your content will not infringe another person's intellectual property or privacy rights

  • Your content will not contain unlawful, abusive, defamatory, threatening or discriminatory material

We may use reasonable measures to verify reviews and prevent fake or misleading reviews.

We may reject, remove or moderate content where it is unlawful, fake, irrelevant, abusive, misleading, infringes third-party rights, improperly discloses personal information or otherwise breaches these Terms.

We will not remove a genuine, relevant and lawful review simply because it is negative.

37. Photos, Videos and Other User Content

You retain ownership of photographs, videos, reviews, testimonials and other original content that you submit to MOB & Ko.

However, where you submit content to us for publication or through a service such as Judge.me, you grant MOB & Ko a non-exclusive, royalty-free licence, subject to the permissions and platform terms that apply, to use, reproduce, display, crop, resize and publish that content for legitimate MOB & Ko marketing purposes.

This may include use on:

  • Our website

  • Organic social media

  • Email marketing

  • Paid advertising

  • Promotional materials

You confirm that you have the rights necessary to submit the content and grant the relevant permission.

If another person is clearly identifiable in content you submit, you should ensure you have appropriate permission before submitting it.

38. Intellectual Property and Trademarks

The MOB & Ko website and its content are owned by or licensed to KO'D COSMETICS LIMITED.

This includes, where applicable:

  • The MOB & Ko name

  • Logos and trademarks

  • Product names

  • Product designs

  • Packaging designs

  • Photography

  • Video

  • Graphics

  • Illustrations

  • Website design

  • Written copy

  • Product descriptions

  • Marketing materials

  • Other creative assets

MOB & Ko names, logos and associated marks are trademarks and, where registered, registered trademarks of KO'D COSMETICS LIMITED or the relevant rights holder.

You may not copy, reproduce, modify, distribute, sell, licence or commercially exploit our intellectual property without prior written permission.

Nothing on our website transfers ownership of our intellectual property to you.

39. Unauthorised Resale

MOB & Ko retail products are sold for personal or professional use by the purchaser.

Products must not be purchased for unauthorised commercial resale, redistribution or onward supply without our written permission.

Wholesale or authorised stockist arrangements are subject to separate agreement and may be governed by separate terms.

We may refuse or cancel orders where we reasonably believe products are being purchased for unauthorised resale.

40. Third-Party Websites and Services

Our website may contain links to third-party websites, platforms or services.

These links are provided for convenience and do not mean that MOB & Ko controls or endorses every aspect of those services.

When you leave our website, the third party's own terms, privacy policy and other rules may apply.

We are not responsible for third-party websites or services to the extent permitted by law.

41. Our Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing excludes or limits liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Defective products where liability cannot legally be excluded

  • Any other liability that cannot be excluded or restricted by law

If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was entered into.

Where you purchase as a consumer, we are not responsible for business losses such as:

  • Loss of profit

  • Loss of revenue

  • Loss of business opportunity

  • Loss of anticipated savings

These Terms do not affect your statutory consumer rights.

42. Events Outside Our Reasonable Control

We will not be responsible for failing to perform an obligation where the failure is caused by an event genuinely outside our reasonable control.

This may include severe weather, natural disasters, widespread transport disruption, industrial action, government restrictions, major technical failures or other exceptional events.

Where such an event affects an order, we will take reasonable steps to minimise the impact and communicate with you where appropriate.

Your statutory rights relating to delivery and cancellation remain unaffected.

43. Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains:

  • What information we collect

  • Why we collect it

  • Who we share it with

  • How long we keep it

  • How marketing and cookies are handled

  • Your data protection rights

Please review the Privacy Policy before using our website or creating an account.

44. Returns & Refunds Policy

Our separate Returns & Refunds Policy forms part of the information governing purchases from MOB & Ko.

If there is any conflict between these Terms and a statutory consumer right, the statutory consumer right will take priority.

45. Changes to These Terms

We may update these Terms from time to time.

Changes may be made to reflect:

  • Changes in law

  • Changes to our products or services

  • New website functionality

  • Changes to payment or delivery arrangements

  • Changes to our loyalty or subscription services

  • Changes to our business

The latest version will be published on our website with a new "Last updated" date.

For an individual purchase, the Terms in force when your order was placed will generally apply to that order.

We will not retrospectively change an existing contract in a way that unfairly removes rights you already have.

46. If Part of These Terms Is Invalid

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue in force.

47. No Waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

48. Governing Law

These Terms and contracts between you and MOB & Ko are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the UK or internationally, you may also have mandatory consumer rights under the laws of the country in which you live.

Nothing in these Terms is intended to deprive you of mandatory protections that cannot legally be excluded.

Any dispute may be dealt with by the courts with jurisdiction under applicable law.

49. Contact Us

If you have any questions about these Terms, an order or your consumer rights, please contact:

MOB & Ko
KO'D COSMETICS LIMITED
Company number: 15168937

Hoddesdon Enterprise Centre
7 Pindar Road
Hoddesdon
EN11 0FJ

Email: info@mobandko.com