Refund Policy

Refund Policy (UK)

At Mungo and Co, we create handmade and bespoke items with care and attention. This policy outlines your rights and our obligations under UK consumer law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund in accordance with the law.

Standard (Non-Custom) Items

For standard, non-custom items purchased online, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Items must be returned unused, in their original condition and packaging.
Return postage costs are the responsibility of the customer unless the item is faulty.
Refunds will be issued once the returned item has been received and inspected.

Special Orders, Commissions & Personalised Items

Under UK law, the right to cancel does not apply to:

Made-to-order items
Commissioned pieces
Personalised or customised products

Once work has begun on a special order, commission, or personalised item, it cannot be cancelled or refunded, as it has been created specifically to your requirements.

Deposits & Non-Stock Materials

Deposits paid for special, non-stock materials are non-refundable.
These materials are purchased specifically for your order and cannot be reused or resold.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us as soon as reasonably possible with photos and details of the issue. We will assess the problem and offer a repair, replacement, or refund in line with UK consumer law.