1) Return window

Our voluntary return window is 30 days from delivery for eligible items.

For eligible distance purchases, customers may also have statutory cancellation rights. In the UK and EU, this generally includes a 14-day cooling-off period after delivery. These statutory rights are separate from, and are not reduced by, our voluntary 30-day policy.

2) Condition of returned items

For a voluntary return, items should be unused, unworn and unwashed, with original tags and packaging where reasonably possible. You may inspect an item in the way you could reasonably inspect it in a shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the item, a lawful deduction may apply where permitted.

3) Sale, final-sale and non-returnable items

Sale items have the same statutory rights as full-price items. A promotional price does not remove your legal rights.

Our voluntary return policy may exclude an item that is clearly identified before purchase as final sale, custom-made or personalised, or a sealed hygiene-sensitive item after its hygiene seal has been broken, where permitted by law. Gift cards are also excluded from voluntary returns. None of these exclusions removes rights that cannot legally be excluded, including rights relating to faulty, damaged, incorrect or misdescribed goods.

4) Pre-orders and made-to-order products

A pre-order is not automatically non-returnable. Standard statutory rights continue to apply to ordinary pre-orders. A genuinely custom-made or personalised product may fall within a statutory cancellation exception where applicable; if so, this will be made clear before purchase.

5) Start a return

Use the return option in your customer account or order confirmation where available, or email [email protected] with your order number and the item(s) you want to return. We will confirm the next steps.

6) Return shipping and costs

• UK: £1.99 return-label fee for eligible voluntary returns.
• Europe: £5.99 return-label fee for eligible voluntary returns.
• International: £5.99 return-label fee for eligible voluntary returns.

For an eligible statutory distance-sale cancellation, the customer is normally responsible for the direct cost of returning the goods unless we have agreed otherwise. If goods are faulty, damaged, incorrect or not as described, we will handle return costs in accordance with your statutory rights.

7) Original delivery charges

Under our voluntary return policy, original delivery charges are normally non-refundable. However, where you exercise an eligible statutory distance-sale cancellation right, we will refund the standard outbound delivery charge as required by applicable law. If you selected a more expensive delivery service, any amount above the standard-delivery cost may be excluded from that refund where the law permits.

8) Exchanges

The fastest way to change size or product is normally to return the original item and place a new order. Contact us if you need help before doing so.

9) Refund timing and method

Approved refunds are returned to the original payment method. For statutory cancellations, refunds are made within the timeframe required by applicable law. We aim to process eligible returns promptly and normally within 10 business days of the relevant return being received and checked. Your bank or payment provider may take additional time to post the funds.

10) Damaged, wrong or faulty items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is defective, damaged, incorrect or not as described. Reporting an issue promptly helps us investigate and resolve it, but a suggested reporting period does not remove statutory rights.

11) Customs and duties

Where international duties and taxes are collected by us at checkout and the shipment is sent Delivered Duty Paid (DDP), the amount is included in the checkout total. If a parcel is refused and returned to us, we may deduct costs only where we are legally entitled to do so.

12) Lost parcels and passing of risk

Risk of loss or damage remains with Haus of Mx. until you, or a person you nominate, take physical possession of the goods. If you arrange your own carrier and that carrier was not one of the options we offered, risk passes when the goods are delivered to that carrier. If a parcel is lost or damaged before risk passes to you, contact us and we will investigate with the carrier.

13) Address issues and undeliverable parcels

If an order is returned because the delivery address supplied was incorrect or incomplete, delivery repeatedly failed, or the parcel was refused, we can discuss reshipment or an eligible refund. Any deduction will be limited to costs we are legally entitled to deduct.

Contact

Haus of Mx. / MX Labs Ltd
Email: [email protected]

Last updated: August 2026