Refund Policy

Last updated: 19/09/2026

We want you to be happy with your purchase. This policy explains your rights to cancel, return and get a refund. It applies to orders placed on mavivi.uk with Mavivi [TRADING NAME] ("we", "us"). Nothing in this policy affects your statutory rights.

1. Changing your mind (14-day cancellation right)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving a reason within 14 days of the day you (or someone you nominate) receive the goods. If your order is delivered in separate parts, the 14 days start when you receive the last item.

To cancel, tell us clearly that you wish to cancel, by email. You may use the form at the bottom of this page, but you don't have to. Please include your name, order number and the items concerned.

You then have a further 14 days from telling us you're cancelling to send the goods back to us.

2. Conditions for returns

Items should be:

  • Unused, in the same condition you received them, and in their original packaging where possible

  • Returned with reasonable care. You are responsible for the goods while they are in transit back to us, so we recommend using a tracked service and keeping proof of postage

  • Returned to: [RETURNS ADDRESS]

If goods are returned damaged, used or incomplete because you did not take reasonable care of them, we may deduct an amount from your refund to reflect the loss in value.

3. Return costs

If you are cancelling because you changed your mind, you pay the cost of returning the goods [OR: "we provide a free returns label for UK orders" - choose one]. If the goods are faulty or not as described, we pay return costs (see section 6).

4. When you'll get your refund

We will refund the price of the goods and the standard delivery cost within 14 days of the earliest of: (a) receiving the goods back, or (b) receiving proof from you that you have sent them back.

  • Refunds go to the original payment method, at no charge to you.

  • If you chose a more expensive delivery option than our standard one, we are not required to refund the extra cost.

5. Items that cannot be returned for change of mind

The cancellation right does not apply to:

  • Goods made to your specification or clearly personalised

  • Goods that could deteriorate or expire rapidly

  • Sealed goods that are not suitable for return for health-protection or hygiene reasons (for example, cosmetics or underwear) once unsealed

  • Sealed goods that become inseparably mixed with other items after delivery

  • [Add anything else relevant to your products]

We will say when a product falls into one of these categories on its product page.

6. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something is wrong:

  • Within 30 days of delivery: you can reject the item and get a full refund.

  • Within 6 months: you can ask for a repair or replacement. If that is not possible or fails, you may be entitled to a refund (which may be reduced to reflect use).

  • After 6 months: you may still have rights, but you may need to show the fault was present when the goods were delivered.

Please contact us at [EMAIL ADDRESS] as soon as you can, with your order number and a description and photographs of the problem. We will pay reasonable return costs for faulty or wrongly supplied goods, and refund you within 14 days of agreeing you're entitled to one.

7. Damaged in transit or missing items

Please inspect your order on arrival and tell us within [7] days if it is damaged, incorrect or incomplete. Keep the packaging until we have resolved the issue.

8. Exchanges

If you would like a different size, colour or product, contact us within 14 days of receipt. Depending on stock, the simplest way is often to return the original for a refund and place a new order.

9. Late or non-delivery

If your order has not arrived, see our Shipping Policy and contact us. If we cannot deliver within the agreed time, you may be entitled to cancel and receive a full refund.

10. Contact

You can contact us at mavivi.enquiries@gmail.com

Model cancellation form (optional)

Complete and return only if you want to cancel the contract.

To: [EMAIL ADDRESS]

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods: ______________

Ordered on / received on: ______________ Order number: ______________ Name of consumer(s): ______________ Address of consumer(s): ______________ Signature (only if this form is on paper): ______________ Date: ______________