Refund policy

Refund & Returns Policy

We hope you love your Mzube purchase. If something isn’t right, please contact info@mzube.com and we’ll help.

This policy applies to consumer purchases made directly from our website. Nothing in this policy limits your statutory rights.

Changing your mind

For most online purchases, you must notify us that you wish to cancel within 14 days after the day you receive your goods. Where goods from one order arrive separately, this period normally starts after you receive the final item.

You must then send the goods back within 14 days of notifying us of your cancellation. You do not need to give a reason for cancelling.

To cancel, email info@mzube.com with a clear statement that you wish to cancel. Please include your name and order number, if available. You can also use our website contact form.

You do not need our approval or a returns number to exercise your statutory cancellation rights.

These time limits apply to change-of-mind cancellations. Your rights concerning faulty, damaged or incorrectly described goods remain unaffected.

Condition of returned items

You may unpack and inspect goods as you reasonably would in a shop to establish their nature, characteristics and function.

Opening ordinary packaging does not automatically prevent a return. Please include all accessories and instructions, and use the original packaging where possible.

Please handle items carefully and package them securely for their return journey.

Where permitted by law, we may reduce your refund to reflect a loss in value caused by handling beyond what is reasonably necessary to inspect the goods. We will explain any deduction. We do not charge cancellation or restocking fees for statutory cancellations.

Exceptions to change-of-mind returns

Where applicable, change-of-mind cancellation rights do not cover:

• Goods made to your specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed.
• Sealed audio recordings, video recordings or computer software, once unsealed.

An item is not automatically excluded simply because we ordered it from a supplier for you.

These exceptions do not remove your rights where goods are faulty or not as described.

Sale items

Sale items have the same statutory cancellation and refund rights as full-price items. An item is not excluded from return or refund simply because it was purchased in a sale.

Refunds are based on the price actually paid, including any discount applied.

How to return an item

Email info@mzube.com for the correct return address and instructions. Please include your order number or other proof of purchase so we can identify your order.

Pack the goods securely and include a note with your name and order number. Please do not send your purchase to the manufacturer.

We recommend keeping proof of postage. Tracking or insurance may be useful for higher-value items, but purchasing these services is not a condition of your statutory rights.

Return postage

For change-of-mind returns, you are responsible for the direct cost of sending the goods back, provided this responsibility was disclosed before purchase.

If goods are faulty, damaged on arrival or incorrect, we will cover reasonable necessary return costs. Please contact us so we can arrange a suitable return method.

Refunds and original delivery costs

For statutory cancellations, we will refund you without undue delay. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever is earlier. We will issue the refund no later than 14 days after that point.

If you cancel before dispatch, we will refund you within 14 days of being told of your cancellation.

When you cancel your entire order under your statutory cancellation rights, we will also refund any original delivery charge up to the cost of our least expensive standard delivery option. Any extra amount paid for express or premium delivery is not refundable under those cancellation rights.

For a partial return, original delivery charges are not normally refunded if the same delivery charge would have applied to the items you keep.

Refunds will go to the original payment method unless we expressly agree otherwise. We do not charge a refund processing fee. Your payment provider may take additional time to show the credit.

Faulty, damaged or incorrect goods

If your order arrives damaged, contains the wrong item or develops a fault, please email info@mzube.com with your order details and a description of the problem. Photographs can help us resolve the issue, where available.

You normally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund. After that, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.

The change-of-mind cancellation deadlines do not limit these rights. Original packaging is not required to make a faulty-goods claim.

Where you are entitled to a refund for faulty goods, we will provide it without undue delay and within 14 days of agreeing that you are entitled to it.

Exchanges

Please contact us if you would like an exchange. Availability depends on stock. If an exchange is unavailable, we will explain your return and refund options.

You do not have to accept an exchange or store credit where you are legally entitled to a refund.

Missing or delayed orders

If your delivery has not arrived within the expected timeframe, contact info@mzube.com and we will investigate with the delivery provider.

We remain responsible for goods until they reach you or a person you nominate, except where you independently appoint a carrier that we did not offer.

A carrier’s claim timetable does not override your statutory rights. You do not need to place a second order to report or resolve a missing delivery.

Gifts

If you received an item as a gift, please contact us with the order details or other proof of purchase so we can explain the options available.

Refunds are normally returned to the original purchaser’s payment method.

Cancellation notice

You may use the wording below to notify us by email, but you do not have to use it:

To: Mzube, info@mzube.com

I give notice that I wish to cancel my contract for the following goods:

Goods:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date of notice:

Contact

For cancellations, returns or order problems, email info@mzube.com.