Refund policy

This Return & Refund Policy explains how returns, refunds, and exchanges are handled for orders placed with M&Y ONLINE HUB LTD. By placing an order, you agree to this policy in addition to our Terms of Service and Shipping Policy.

1. Scope of Policy

This policy applies to:

  • Physical products purchased through our website
  • Domestic (UK) orders
  • International orders

Certain product categories may be excluded as described below.

2. Return Eligibility

Return Window

Customers may request a return within 30 days from the date of delivery, as confirmed by carrier tracking.

The return period begins on the day the order is marked as delivered.

Conditions for Return

To qualify for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging
  • All included accessories, manuals, and components must be included
  • Proof of purchase (order number or confirmation email) must be provided

We reserve the right to refuse returns that do not meet these conditions.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • You must notify us within 7 days of delivery
  • Clear photos of the item and packaging must be provided

Once verified, we will offer one of the following:

  • Replacement
  • Refund
  • Partial refund (where appropriate)

We may not be able to process claims submitted after 7 days of delivery.

4. How to Initiate a Return

To request a return:

  1. Contact us at contact@mandyonlinehub.com
  2. Provide your order number and reason for return
  3. Wait for written return authorization and instructions

Returns sent without prior authorization may not be accepted.

Customers are responsible for ensuring returned items are securely packaged to prevent damage during transit.

5. Return Shipping Costs

  • If the return is due to a damaged, defective, or incorrect item, we may cover or reimburse reasonable return shipping costs.
  • For change-of-mind returns, customers are responsible for return shipping costs.

Original shipping fees are non-refundable unless required by applicable law.

6. International Returns and Customs

For international orders:

  • Customers are responsible for any customs duties, import taxes, or clearance fees associated with returning items.
  • We are not responsible for customs delays.

If a shipment is refused due to unpaid customs duties, incorrect address, or failure to accept delivery, return shipping and related fees may be deducted from any eligible refund.

7. Inspection and Refund Process

Once we receive the returned item:

  • It will be inspected within 5–10 business days
  • You will be notified of approval or rejection

If approved:

  • Refunds are issued to the original payment method
  • Processing may take an additional 5–10 business days depending on your bank or payment provider

If the item shows signs of use or damage not caused during shipping, a refund may be reduced or denied.

8. Non-Returnable Items

Unless defective or required by law, the following items are non-returnable:

  • Intimate or hygiene-related goods
  • Gift cards
  • Clearance or final sale items clearly marked as non-returnable

9. Chargebacks and Dispute Resolution

Customers agree to contact us before initiating a chargeback or payment dispute.

We are committed to resolving issues fairly and promptly. Unnecessary or fraudulent disputes may result in refusal of future orders.

10. Legal Compliance

For customers in the United Kingdom, this policy is intended to align with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

For customers in the European Union, mandatory consumer protection rights under applicable EU laws remain unaffected.

For customers in the United States, Canada, Australia, and other jurisdictions, statutory consumer protection rights applicable in the customer’s country of residence will apply where legally required.

Nothing in this policy limits or excludes rights that cannot be legally limited under applicable law.

11. Contact Information

If you have questions about returns or refunds:

M&Y ONLINE HUB LTD
Email: contact@mandyonlinehub.com
Response time: 1–2 business days