Return & Refund Policy

Last updated: 5 September 2026

1. Summary

This policy applies to orders placed on www.mavrakstudio.com and works alongside our Terms of Service. Nothing in it limits your statutory rights as a consumer under the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, or the Consumer Contracts Regulations 2013.

2. Your 30-day right of withdrawal

If you are a consumer in the EU or UK, you have the statutory right to withdraw from your purchase within 30 days of receiving the goods, without giving any reason.

To meet the deadline, it is enough to send us your withdrawal notification before the 30-day period expires. You can notify us:

• by email: support@mavrakstudio.com (simple wording is fine, e.g. “I withdraw from my contract of sale for order #____”), or
• by post: [Returns address], or
• by using the model withdrawal form below.

3. How to return an item

1. Email us at support@mavrakstudio.com with your order number and the item(s) you wish to return. We will reply with a returns authorisation and the returns address within [1–2 business days].
2. Pack the item(s) securely, ideally in the original packaging, including all tags, accessories, and free gifts that came with the order.
3. Send the parcel to the returns address we provide, keeping your postage receipt until your refund arrives.
4. Refund: once we receive the goods (or you provide proof of posting), we will refund you within 14 days (see section 6).

We ask (but cannot require) that you notify us before returning goods so we can process your refund faster. Unannounced returns may delay processing.

4. Condition of returned goods

Please handle the goods with reasonable care while you decide whether to keep them. You must return them in as close to original condition as possible: unused, unworn, unwashed, with tags attached and in original packaging where practical.

Under the law, you may inspect the goods as you would in a shop. If the goods lose value because you handled them beyond what is necessary to establish their nature, characteristics, and function, we may deduct that loss of value from your refund. We will always explain and evidence any deduction, and you may challenge it by contacting us.

5. Return costs

• Change of mind: you bear the direct cost of returning the goods. [If you offer free returns, replace with: “We cover return shipping — we will email you a prepaid label.”]
• Faulty, incorrect, or transit-damaged goods: we cover the full cost of return postage. We will provide a prepaid label or reimburse reasonable postage costs on presentation of a receipt.
• Original delivery costs: when you withdraw, we refund your standard delivery cost as part of your refund. Express delivery upgrades are non-refundable.

6. Refunds

• We will refund all payments received from you, including standard delivery costs, within 14 days of being notified of your withdrawal. We may withhold the refund until we have received the goods back or you have supplied proof of having returned them — so sending tracked postage helps you get refunded faster.
• Refunds are always issued to the original payment method. Depending on your bank or payment provider, it can take an additional [3–10 business days] to appear on your statement.
• Deductions, if any, are limited to loss of value from handling beyond what is necessary (section 4) and are always explained to you.
• Partial returns from a multi-item order: any promotional discount or bundle pricing that depended on the returned item(s) will be recalculated accordingly.

7. Items that cannot be returned

For the following goods, the statutory right of withdrawal does not apply (this is the closed list set by EU/UK law — we add nothing to it):

• Personalised or made-to-order items produced to your specifications (e.g. customised or engraved products) — clearly marked as personalised on the product page;
• Sealed goods unsealed after delivery for hygiene or health-protection reasons (e.g. earrings and other pierced jewellery, cosmetics, personal-care items);
• Goods that deteriorate or expire rapidly;
• Digital content supplied immediately after purchase, where you gave prior express consent and acknowledged that you lose the right of withdrawal.

These exceptions never apply to faulty goods — faulty items are always covered by section 8 regardless of category. Sale, clearance, and promotional items carry exactly the same return rights as full-price items.

8. Faulty, damaged or incorrect items

If an item arrives faulty, develops a fault, or does not match its description, you are covered by your statutory rights. In short:

• Legal guarantee: goods must be of satisfactory quality, fit for purpose, and as described. In the EU, the legal guarantee lasts a minimum of 2 years from delivery; in the UK, you have a 30-day short-term right to reject faulty goods for a full refund, followed by repair-or-replace remedies within 6 months (with the burden of proof on us) and up to 6 years for claims in contract.
• What we will do: depending on your preference and the situation, we will repair, replace, or refund the item, including any delivery charges. If a replacement is unavailable, you get a full refund.
• How to claim: email support@mavrakstudio.com with your order number, a description (and photos or video, if possible) of the issue. We will respond within [2 business days] with the next step.
• Faulty-goods claims are never refused just because the 14-day withdrawal window has passed.

9. Damaged in transit

If your parcel arrives visibly damaged, please note the damage with the carrier at the moment of delivery if you can, then contact us within [30 days] of receiving the order with photos of the packaging and the goods. We will arrange a free return and send a replacement or issue a full refund, as you prefer. Do not dispose of any packaging until your claim is resolved — we or the carrier may need it.

10. Exchanges

Want a different size, colour, or variant? The simplest way is to withdraw from the order (section 2) or use the return process (section 3) and place a new order — refunds typically arrive faster than exchange parcels ship. [If you operate a direct exchange process, describe it here: how to request it, timeframes, and whether exchange shipping is free.]

11. Late returns and goodwill

The 14-day right of withdrawal is set by law. Returns received after the deadline are assessed on a case-by-case basis as a goodwill gesture (for example, store credit), but they are at our discretion and do not affect your statutory rights or our obligations for faulty goods.

12. Cancelling or changing an order

Changed your mind before it ships? Email support@mavrakstudio.com as soon as possible with your order number — if the order has not yet been dispatched we will cancel it and refund you in full. If it has already shipped, simply use the return process once it arrives. Once a personalised or made-to-order item has entered production, cancellation is generally not possible (section 7).

13. Contact us

Mavrak Studio
Email: support@mavrakstudio.com
Returns address: Unit A1369 4-6 Greatorex Street,
London E1 5NF, United Kingdom
Response time: we reply to all return and refund enquiries within [2 business days]