Refund & Returns Policy

If you are a UK consumer purchasing goods online, you generally have a legal right to cancel your order without giving a reason.

You normally have 14 days from the day after you receive the goods to notify us that you wish to cancel.

After notifying us, you normally have a further 14 days to send the goods back to us.

Where the statutory cancellation right applies, we will refund the eligible returned goods in accordance with applicable law.

This statutory cancellation right is subject to certain legal exceptions, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Because MUAH MUAH sells underwear and other products that may come into close contact with the body, hygiene is particularly important.

Underwear

For hygiene and health-protection reasons, sealed underwear that is not suitable for return once unsealed cannot be returned under the statutory change-of-mind cancellation right after its hygiene seal or protective packaging has been opened or removed, where the legal exception applies.

For example, if underwear is supplied in sealed or protective packaging intended to preserve hygiene and that packaging is opened after delivery, the statutory cancellation right may no longer apply to that item.

This does not affect your statutory rights if the underwear is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract.

Please do not wear underwear that you intend to return.

For hygiene reasons, we cannot accept a change-of-mind return of underwear that has been worn, washed, soiled or otherwise used.

Nothing in this section limits your statutory rights in relation to faulty or non-conforming goods.

Tights and socks are subject to the same general statutory cancellation rights where applicable, but the condition of the goods is important.

If you are exercising your statutory cancellation right, you may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to examine them in a shop.

Please do not wear, wash, damage or otherwise use tights or socks that you intend to return.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from the refund to reflect any resulting reduction in value, where permitted by law.

For hygiene reasons, we may refuse a change-of-mind return where the applicable legal hygiene exception applies, including where sealed goods have been unsealed and are no longer suitable for return for health protection or hygiene reasons.

This does not affect your statutory rights concerning faulty, damaged, incorrectly supplied or misdescribed goods.

Where a statutory cancellation right applies, returned goods should:

• be returned within the applicable legal timeframe;
• be unused and unworn, except to the extent that reasonable handling is necessary to establish their nature, characteristics and functioning;
• be clean and free from marks, stains, odours, make-up, perfume, deodorant or other contamination;
• not have been washed or altered;
• include the original packaging where reasonably possible;
• include any original labels, tags or hygiene seals where applicable; and
• be securely packaged so that they are not damaged during return transit.

We reserve the right to make a deduction from a refund where the value of goods has been diminished because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, to the extent permitted by applicable law.

We will not make such a deduction merely because you have exercised your legal right to inspect the goods appropriately.

Your statutory rights are separate from our change-of-mind returns policy.

If an item is:

• faulty;
• damaged;
• not as described;
• the wrong item;
• the wrong size where we supplied a different size from the one ordered; or
• otherwise does not conform to the contract,

please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs showing the problem.

We may ask for reasonable information or photographs to help us understand the issue and determine the appropriate remedy.

Depending on the circumstances and your statutory rights, you may be entitled to:

• a repair;
• a replacement;
• a price reduction; or
• a refund.

Where a faulty or non-conforming item is being returned under your statutory rights, we will bear the reasonable cost of the return where required by law.

A hygiene restriction does not remove your legal rights where an item is faulty or otherwise does not conform to the contract.

To request a return, please contact us through our Contact Us page.

Please include:

• your full name;
• order number;
• email address used for the order;
• the item or items you wish to return; and
• the reason for the return, where applicable.

For a statutory cancellation, you do not have to give a reason for cancelling.

We will provide you with the appropriate return instructions.

Please do not send products to an address obtained from another website or third party. Use the return instructions provided by MUAH MUAH.

Change-of-mind returns

Where you are exercising your statutory right to cancel an online purchase, you are generally responsible for the direct cost of returning the goods, unless:

• we have agreed to pay the return cost; or
• we failed to provide the required information about return costs before you entered into the contract.

This does not affect your statutory rights concerning faulty, damaged, incorrect or non-conforming goods.

Faulty, damaged or incorrect goods

Where a return is required because the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, MUAH MUAH will bear the reasonable return costs where required by law.

Where you are legally entitled to a refund, we will process the refund in accordance with applicable UK consumer law.

For a statutory cancellation, we will generally refund:

• the price paid for the returned goods; and
• the cost of the standard delivery option originally selected, where required by law.

If you selected a more expensive delivery service than the least expensive standard delivery option we offered, we are generally only required to refund the cost of the least expensive standard delivery option.

We will not refund additional costs resulting solely from your choice of a more expensive delivery service.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method.

We will not charge a fee for processing a lawful refund.

For a statutory cancellation, we will process the refund in accordance with the legal refund timeframe.

Generally, we may withhold the refund until:

• we have received the returned goods; or
• you provide evidence that you have sent the goods back,

whichever happens first, where permitted by law.

Once the applicable refund conditions are satisfied, the refund will be processed within the legally required timeframe.

Your payment provider or bank may take additional time to display the refunded amount in your account.

If you return only some of the items from an order, we will refund the eligible returned items.

Where applicable, the original standard delivery charge will be handled in accordance with your statutory cancellation rights.

If you received free delivery because your order met a free-delivery threshold, we will not retrospectively charge you for the original delivery merely because you exercise your statutory cancellation right.

We may offer an exchange for another size or product where available.

However, an exchange is not intended to replace any statutory remedy that you may have.

If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, your statutory rights apply regardless of whether we offer an exchange.

If you require a different size because the item you ordered is the wrong size for you, rather than because we supplied a different size from the one ordered, this will normally be treated as a change-of-mind return and will be subject to the applicable return conditions.

Sale, discounted and promotional items have the same statutory consumer rights as full-price items.

A discount or promotion does not remove your rights where goods are faulty, not as described, incorrectly supplied or otherwise do not conform to the contract.

Where a customer simply changes their mind about an item purchased online, the same statutory cancellation rules and applicable exceptions apply.

We can generally only issue a refund to the original purchaser and using the original payment method, unless applicable law requires otherwise or we expressly agree to another arrangement.

If you received an item as a gift and believe it is faulty or otherwise does not conform to the contract, please contact us and we will explain the available options.

Customers are responsible for taking reasonable care when packaging goods being returned.

Please use suitable packaging to protect the products during return transit.

If an item is damaged because it was inadequately packaged by the customer, this may affect the amount refundable where the law permits a deduction for diminished value.

This does not affect your statutory rights where the goods were already faulty or damaged before the return.

If you return an item using a postal service, we recommend obtaining proof of postage and retaining the tracking information until your return has been processed.

If a return appears not to have arrived, please contact us with your proof of postage or tracking information so that we can investigate the matter.

If you discover a fault after receiving your goods, please contact us.

Consumer law provides specific rights where goods do not conform to the contract. Depending on the circumstances, these can include a short-term right to reject, repair or replacement, and in certain circumstances a price reduction or final right to reject.

The applicable remedy depends on the circumstances of the fault and the timing of the claim.

Nothing in this policy limits those statutory rights.

Where appropriate, we may inspect returned goods to determine whether they are eligible for a refund, exchange, repair or replacement.

Inspection does not remove or restrict your statutory rights.

For hygiene-sensitive products, we may need to determine whether a product has been worn, washed, soiled, unsealed or otherwise used where this is relevant to the applicable legal return exception or any lawful deduction for diminished value.

Nothing in this Refund & Returns Policy excludes, restricts or limits any consumer rights that cannot legally be excluded, restricted or limited.

In particular, this policy does not remove your rights concerning goods that are faulty, not as described, not fit for purpose or otherwise fail to conform to the contract.

Where a provision of this policy conflicts with a mandatory requirement of applicable UK consumer law, the mandatory legal requirement will apply.

Some of our products, including silicone nipple covers, nipple concealers and other intimate accessories, are hygiene-sensitive products.

Where an intimate product is supplied with a sealed or protective hygiene covering, packaging or seal, please do not open or use it if you think you may wish to return the product under your change-of-mind cancellation rights.

Where the law permits a hygiene-related exception to the statutory cancellation right, opening the relevant sealed or protective packaging may mean that the product is no longer eligible for a change-of-mind return.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described. In those circumstances, please contact us so that we can arrange the appropriate remedy.

For hygiene and safety reasons, intimate products should not be worn or used if you intend to return them under our change-of-mind returns process. We may make a lawful deduction from a refund where the value of goods has been diminished by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where a product has been opened or used and you believe it is faulty, please contact us rather than returning it as a change-of-mind return. Your statutory consumer rights remain unaffected.

If you would like to request a return, refund, replacement or assistance with a faulty item, please contact MUAH MUAH through our Contact Us page.

Please include your order number and the email address used to place the order.

We will respond as soon as reasonably possible and explain the next steps.