Refund policy

Return & Refund Policy

Thank you for shopping at Mustik Supply Store.

If you are not entirely satisfied with your purchase, we are here to help. Under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you have clear statutory rights when purchasing goods online.

1. Right to Cancel (Cooling-Off Period)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

  • Cancellation period: The cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) physically receive the goods.

  • How to notify us: To exercise your right to cancel, you must inform us of your decision by a clear statement via email at info@mustiksupply.com. Please include your order number and full name.

2. Returning the Item

Once you have notified us of your cancellation:

  • You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicated your cancellation to us.

  • Items must be returned in their original condition, unused, undamaged, and preferably in their original packaging.

Return Shipping Costs:

  • If you simply changed your mind: You will be responsible for paying the direct cost of returning the item(s) to us. We strongly recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • If the item is faulty, damaged, or incorrect: We will cover all reasonable return shipping costs (see Section 5 below).

3. Non-Returnable & Non-Refundable Items

Certain types of items cannot be returned due to health, hygiene, or legal reasons unless they arrive faulty or damaged:

  • Custom-made, personalized, or bespoke items created specifically for you.

  • Perishable goods (such as food, flowers, or plants).

  • Sealed items that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (e.g., underwear, cosmetics, earrings).

  • Unsealed audio, video recordings, or computer software.

4. Refunds & Processing

  • Method of Refund: Refunds will be issued using the same payment method that you used for the initial transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

  • Outbound Shipping Costs: If you cancel your entire order within the 14-day cooling-off period, we will refund the full cost of the item plus the standard shipping fee you paid when placing the order. (If you selected express shipping, only the cost of standard shipping will be refunded).

  • Processing Time: Refunds will be processed within 14 calendar days after:

    1. We receive the returned items at our warehouse/return address, OR

    2. You provide proof of postage showing that you have sent the items back (whichever is earlier).

5. Damaged, Faulty, or Incorrect Goods (Consumer Rights Act 2015)

If the item you received is faulty, defective, or does not match the description on our website:

  • Within 30 days of delivery: You are entitled to an immediate full refund or a replacement (at your choice).

  • After 30 days (up to 6 months): You are entitled to a free repair or replacement. If repair or replacement is not possible or successful, you are entitled to a full or partial refund.

  • Return Expenses: In case of faulty, damaged, or wrong items, we will provide you with a pre-paid return shipping label or reimburse reasonable return shipping expenses.

6. How to Start a Return

  1. Email our support team at info@mustiksupply.com with your order number and details of the item(s) you wish to return.

  2. Our team will provide you with the return address and instructions.

  3. Package the item securely and ship it to the provided address.

  4. Keep your proof of postage/tracking number until the return is processed.

Contact Information

If you have any questions about our Return and Refund Policy, please contact us:

  • Company Name: Mustik Supply LTD

  • Company Number: 17063689

  • Email: info@mustiksupply.com

  • Address: 128, City Road, London, EC1V 2NX, UNITED KINGDOM