Product damaged in transit
If you received a damaged product we will offer a replacement or refund. Please contact us within 3 working days of receiving your product to discuss available options. No refund will be made If the damage is deemed to be malicious.
If a product develops a fault within 365 days, we will offer a replacement, repair or refund. This will be subject to you having followed the care instructions of the product.
Wrong product or not as described
If the product is not as described on the website or you received the wrong product, we will offer an exchange or a refund. We will ask you to return the product at our cost.
If your order is severely delayed and you no longer want the product, you may cancel the order and receive a full refund. We may ask you to refuse delivery.
Proof of damage, fault or product not as advertised
For faulty or damaged products or products not as advertised, we will ask you to provide pictures showing the damage or fault and you may be required to return the product to us. We will bear the postage cost. Please note that we may also require you to send pictures of the delivery packaging.
Delivery charge refunds
Please note that any delivery service other than Standard Delivery is an optional extra which is not refundable when fulfilled within the promised time frame.
We will always refund only the Standard Delivery charge of £4.99 irrespective of any service that you used except in cases where the delivery promise was not fulfilled (please see below).
If you paid for a faster service and did not receive your order within the promised delivery time, your order will be treated as a standard delivery order and we will only refund the difference in delivery charge. For e.g. if you chose Next Day Delivery (£7.99) and your order was delayed, we will refund £3. To receive a full refund, you can instead choose to cancel your order and refuse the delivery.
All refunds are made within 5 working days of an order cancellation, receiving a returned item or pictures of a damaged, faulty or wrong product.
Please note that for security reasons:
We cannot refund a different card to the one used for your original order.
We can only send out replacement items to the address used in your original order.
This returns policy does not apply to items not directly purchased on Mahahome.com