Refund policy

Вот ваш текст с примененным форматированием для лучшей читаемости:

REFUND AND RETURNS POLICY

Last updated: 05 June 2026

This Refund and Returns Policy explains how returns, cancellations, refunds, damaged items and faulty goods are handled by MIRAFELINE LIMITED (“MIRAFELINE”, “we”, “us” or “our”).

This policy applies to purchases made through our website.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Company information

  • Company name: MIRAFELINE LIMITED

  • Company registration number: 17248119

  • Registered office: Centurion House, London Road, Staines-Upon-Thames, England, TW18 4AX

  • Email: info@mirafeline.ltd

Please do not return products to our registered office address unless we specifically instruct you to do so. Returns must be sent to the return address provided by us after you contact us.

2. Our business model

MIRAFELINE operates an e-commerce business and may use a private UK supplier to fulfil and dispatch orders.

Although some products may be shipped directly by our supplier, MIRAFELINE remains responsible for customer service, returns, refunds and handling your statutory consumer rights.

3. Your legal right to cancel an online order

If you are a consumer in the United Kingdom, you have the legal right to cancel most online orders without giving a reason.

  • You must tell us that you wish to cancel your order within 14 days after the day you receive the goods.

  • After you tell us that you wish to cancel, you then have a further 14 days to send the goods back.

To cancel your order, contact us at: info@mirafeline.ltd

Please include:

  • your full name;

  • order number;

  • email address used for the order;

  • the item or items you wish to return;

  • the date you received the goods.

You may also use the model cancellation form at the end of this policy, but you do not have to use that form.

4. Our extended 30-day return policy

In addition to your statutory cancellation rights, we accept return requests within 30 days of the delivery date, subject to the conditions in this policy.

This extended 30-day return period does not reduce or replace your statutory rights.

To request a return, contact us at: info@mirafeline.ltd Please include your order number and the reason for the return.

5. Condition of returned goods

Returned goods should be in a clean and reasonable condition.

You may inspect the goods in the same way you would be allowed to inspect them in a shop. You are responsible for any reduction in the value of the goods caused by handling them more than necessary to inspect them.

We may reduce your refund if the returned goods:

  • have been used beyond what is necessary to inspect them;

  • are damaged after delivery due to your handling;

  • are returned incomplete;

  • are missing parts, accessories, manuals or packaging where this reduces the value of the item;

  • are not returned in a reasonable condition.

6. Items that cannot be returned for change of mind

Some items cannot be returned for change of mind unless they are faulty, damaged, not as described or otherwise required by law. This may include:

  • custom-made or personalised items;

  • sealed goods that are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery;

  • perishable goods;

  • items that have been used, damaged or altered beyond what is necessary to inspect them;

  • items that are inseparably mixed with other goods after delivery.

If an item is excluded from change-of-mind returns, we will make this clear where applicable. This does not affect your rights if the item is faulty, damaged, not as described or not fit for purpose.

7. How to start a return

To start a return, email us at: info@mirafeline.ltd

Please include:

  • your order number;

  • your full name;

  • the email address used for the order;

  • the item or items you wish to return;

  • the reason for the return;

  • photos or videos, if the item is damaged, faulty or incorrect.

Once we receive your request, we will provide return instructions and the correct return address.

Important: please do not send your purchase to our registered office address in Staines-Upon-Thames unless we specifically instruct you to do so. Items sent to the wrong address may be delayed or may not be accepted.

8. Return shipping costs

  • Change of mind: If you are returning an item because you changed your mind, ordered the wrong item or no longer want the product, you are normally responsible for the cost of returning the item.

  • Faulty/Incorrect items: If the item is faulty, damaged, not as described, incorrect or supplied due to an error on our part, we will cover reasonable return shipping costs.

You should keep proof of postage or tracking information.

9. Refund of delivery charges

If you cancel your order under your statutory cancellation rights, we will refund the price paid for the goods and the cost of standard delivery. If you chose a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option.

10. Refund timing and payment method

Once we receive the returned goods, or where applicable evidence that you have sent the goods back, we will inspect the return and process any refund due to you within 14 days.

Refunds will be made to the original payment method used for the order, unless we agree otherwise with you.

11. Faulty, damaged, incorrect or not as described goods

You have statutory rights if goods are faulty, damaged, not as described, not of satisfactory quality or not fit for purpose.

If your order arrives damaged, defective, incorrect or with missing items, please contact us at info@mirafeline.ltd as soon as possible. Where possible, please contact us within 48 hours of delivery.

Please include:

  • your order number;

  • a description of the issue;

  • photos or videos of the item;

  • photos of the packaging;

  • details of any missing parts or incorrect items.

12. Wrong item received

If you receive the wrong item, please contact us at info@mirafeline.ltd. If the wrong item was sent due to an error by us, our supplier or our fulfilment process, we will provide instructions and cover reasonable return shipping costs.

13. Missing items

If part of your order is missing, please contact us at info@mirafeline.ltd. We may ask for photos of the parcel, packaging and items received to investigate. If an item is confirmed missing, we will arrange a suitable solution.

14. Orders not delivered

If your order has not arrived within the expected delivery timeframe, please contact us at info@mirafeline.ltd. We will investigate the delivery status and offer an appropriate solution, such as a replacement or refund.

15. Refused deliveries and incorrect address

You are responsible for providing a complete and accurate delivery address. If an order cannot be delivered because the address provided was incorrect or incomplete, or because delivery was refused without valid reason, we may deduct reasonable costs incurred from any refund, where permitted by law.

16. Exchanges

We do not guarantee direct exchanges. If you would like a different item, size, colour or model, please contact us first.

17. Sale items and discount codes

Items purchased using a discount code or during a sale may still be returned. If you are entitled to a refund, we will refund the amount you actually paid for the item, not the original full price.

18. Chargebacks and disputes

If you have an issue with your order, please contact us first at info@mirafeline.ltd. We will try to resolve the issue promptly.

19. Model cancellation form

You may use the form below to cancel your order, but you do not have to use this form.

  • To: MIRAFELINE LIMITED

  • Email: info@mirafeline.ltd

  • I hereby give notice that I cancel my contract of sale for the following goods:

    • Order number:

    • Goods ordered:

    • Ordered on:

    • Received on:

    • Customer name:

    • Customer address:

    • Customer email:

    • Date:

20. Contact us

If you have any questions about returns, refunds, cancellations or damaged items, please contact us:

MIRAFELINE LIMITED Company registration number: 17248119 Registered office: Centurion House, London Road, Staines-Upon-Thames, England, TW18 4AX Email: info@mirafeline.ltd