Refund policy
Returns Policy
We have a 30-day returns policy. This means you have 30 days after receiving your order to request a return, subject to the conditions below.
To be eligible for a return, your item must be unused, unopened, in its original packaging, and in the same condition that you received it. You will also need your receipt or proof of purchase.
To start a return, please contact us at return@maerel.uk. Items sent back to us without first requesting a return may not be accepted.
If your return is accepted, we will provide instructions on how and where to send your package.
Please contact us at return@maerel.uk for any return questions.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, missing, or if you received the wrong item. Please include your order number and photos of the issue so that we can evaluate it and make it right.
If your item is faulty, damaged, or not as described, we will offer a suitable solution, which may include a replacement, refund, or other remedy in line with your statutory rights.
Change of Mind / Cancellation Rights
For most online purchases, you have the right to cancel your order within 14 days after receiving it, without giving a reason. After telling us that you want to cancel, you then have another 14 days to return the item.
Returned items must be unused, unopened, and in their original packaging. We may reduce your refund if the item has been handled beyond what is necessary to inspect it, or if it is returned damaged, used, opened, or incomplete.
Exceptions / Non-Returnable Items
Certain items cannot be returned unless they are faulty, damaged, or not as described. This includes:
- personalised or custom-made items;
- perishable goods;
- opened, unsealed, or used bath, body, skincare, beauty, or personal care products where the item is not suitable for return for health or hygiene reasons;
- gift cards.
Please contact us if you have questions about your specific item.
Return Shipping
Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of returning the item to us.
If the item is faulty, damaged, or incorrect, we will cover reasonable return costs or provide a return shipping label where appropriate.
Original Shipping Costs
If you cancel your order under your legal cancellation rights, we will refund the cost of standard delivery if you paid for delivery. If you chose a more expensive delivery option, such as express delivery, we will only refund up to the cost of our standard delivery option.
Refunds
We will notify you once we have received and inspected your return.
If approved, your refund will be made to your original payment method. We will process refunds within 14 days of receiving the returned item or receiving evidence that you have sent it back, whichever is earlier.
Please note that your bank or payment provider may take additional time to process and post the refund.
This policy does not affect your statutory rights.