MAIREZ — Returns, Refunds & Exchanges Policy

Last updated: 12 October 2026

At MAIREZ, we take pride in the quality of our products. To protect our customers and our business, all return and refund requests are subject to the terms outlined below. Please read this policy carefully before placing an order.

1. Change-of-Mind Returns

For eligible online purchases, customers have the legal right to cancel their order within 14 days of receiving their goods, starting from the day after delivery.

To exercise this right, you must notify MAIREZ within the applicable cancellation period. Once you have notified us, you must send the goods back within a further 14 days.

After the applicable cancellation period has expired, we are not obliged to accept a return solely because you have changed your mind, subject to any additional rights we expressly offer.

2. Strict Return Conditions

For a change-of-mind return to be eligible, the following conditions must be met:

• The item must be unworn, unwashed and unused, apart from reasonable handling necessary to inspect it.

• All original tags, labels and accessories must remain attached or included where applicable.

• The item must be returned in its original condition, with its original packaging where reasonably available.

• The item must not have been altered, customised by the customer, damaged through misuse or exposed to substances such as perfume, smoke or stains.

• Proof of purchase or a valid order number must be provided.

• The return must be authorised through our official returns process before the item is sent back.

Items showing use or damage beyond reasonable inspection may qualify for a lawful deduction reflecting the loss in value.

These conditions do not remove your statutory rights if an item is faulty, damaged on arrival or not as described.

3. Items We Cannot Accept for Change-of-Mind Returns

Unless applicable law requires otherwise, we do not accept change-of-mind returns for:

• Items that have been worn, washed, altered or damaged beyond reasonable inspection.

• Items returned with missing components or signs of misuse.

• Personalised or custom-made products that qualify for the legal exemption from cancellation rights.

• Items returned outside the applicable legal cancellation period, unless MAIREZ has expressly offered an extended return period.

Important: Made-to-order products are not automatically exempt from cancellation rights. The exemption generally applies to goods made to the customer's specifications or clearly personalised for them.

Nothing in this section excludes your legal rights concerning faulty or misdescribed goods.

4. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, contact us as soon as reasonably possible at our official customer support email.

Please include:

• Your order number.

• A clear description of the problem.

• Photographs or videos showing the issue, where reasonably available.

We may request reasonable evidence to investigate the issue. However, a lack of photographs alone will not automatically remove your legal rights.

Faulty, damaged or misdescribed products will be handled in accordance with applicable consumer law. We will not treat these requests as ordinary change-of-mind returns.

5. Return Authorisation & Shipping

Contact MAIREZ before sending an item back. We will provide the appropriate return instructions and address.

Unless we have agreed otherwise or the law requires us to cover the cost, customers are responsible for the direct cost of returning an item because they changed their mind, provided this was made clear before purchase.

We strongly recommend using a tracked delivery service and retaining proof of postage. Customers remain responsible for arranging their return shipment appropriately, subject to applicable law.

Do not send returns to an address that has not been confirmed by MAIREZ.

6. Refund Processing

For eligible change-of-mind cancellations, refunds will be processed in accordance with applicable law, normally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will ordinarily be issued to the original payment method.

Where legally permitted, we may deduct an amount reflecting any loss in value caused by handling beyond what is necessary to inspect the goods. We will not impose arbitrary restocking fees or unlawful deductions.

Original standard delivery charges will be refunded where required by law. Additional charges for premium delivery may be excluded to the extent permitted by law.

7. Exchanges

Exchanges are subject to stock availability and approval. Contact our customer support team before returning an item.

Where an exchange is unavailable, we will explain the available options. Your statutory rights will not be affected.

8. Order Cancellations

If you wish to cancel an order before dispatch, contact us immediately. We will try to stop the order where fulfilment has not already progressed too far.

Once an order has been dispatched, the normal cancellation and return process applies. Nothing in this section overrides your statutory cancellation rights.

9. Our Right to Investigate Suspected Abuse

MAIREZ reserves the right to investigate suspected fraudulent activity, materially inconsistent claims, duplicate refund requests and evidence of deliberate misuse of our returns process.

We may request reasonable supporting information, retain relevant order records and decline requests that are not supported by the facts or that fall outside applicable legal rights.

We will assess each case individually. We will not refuse a valid statutory claim merely because a customer has previously returned an item or because we suspect abuse without a reasonable basis.

10. Contact Us

For return, refund or exchange enquiries, please contact:

MAIREZ Customer Support
Email: mairezofficial@gmail.com
Website: https://mairez.co.uk

Please include your order number in all enquiries so we can review your request efficiently.

11. Your Statutory Rights

This policy does not affect any rights you may have under applicable consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, as applicable.

Where this policy conflicts with a mandatory legal right, the applicable law will take precedence.