MIDU Customer Care
Return & Refund Policy
This policy explains how cancellations, returns, refunds, exchanges, faulty items, and delivery-related issues are handled for orders placed through www.midu.uk.
Your cancellation right
If you are a consumer buying online, you may have the right to cancel your order without giving a reason within 14 days after the day you receive the goods.
After telling us that you wish to cancel, you usually have another 14 days to return the goods. This does not affect your statutory rights.
How to request a return
To request a return, contact us at [email protected] with your order number, the item you want to return, and the reason for your request if you wish to provide one.
Email [email protected] with your order number and return request.
Wait for return instructions before sending the item back.
Return the item in suitable packaging with all included accessories, tags, and documents where applicable.
After inspection, we will process the eligible refund or resolution.
Condition of returned items
Returned items should be in a condition consistent with normal inspection. You may handle goods in a way that is necessary to check their nature, characteristics, and function, similar to how you would inspect them in a shop.
We may reduce the refund if an item has been used, damaged, altered, missing parts, or handled beyond what is necessary to inspect it.
Items that may not be eligible for change-of-mind returns
Some items may only be returnable if faulty or misdescribed. This may include:
Personalised items
Goods made to your specifications or clearly personalised.
Sealed hygiene goods
Sealed items that cannot be returned for health or hygiene reasons once opened.
Damaged or altered goods
Items used beyond normal inspection, altered, damaged, or missing key parts.
Specific exceptions
Other items where legal exceptions apply or where the product page clearly states special conditions.
Refund timing
Where a refund is due, we will process it without undue delay. For returned goods, refunds are usually processed within 14 days after we receive the goods back or after you provide evidence that you have sent them back, where applicable.
Refunds are normally made to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to make the funds available.
Delivery charges and return costs
If you cancel an eligible online order, we will refund the standard delivery cost where required by law. If you selected a more expensive delivery option, we may only refund the standard delivery amount.
Unless the item is faulty, misdescribed, or we agree otherwise, you may be responsible for return shipping costs. Please keep proof of postage until your return has been processed.
Faulty, damaged, or incorrect items
If you receive an item that is faulty, damaged, incorrect, or not as described, contact us as soon as possible with your order number and clear photos where relevant.
Depending on the situation and your legal rights, we may offer a repair, replacement, refund, or another suitable resolution.
Exchanges
Exchanges may be available depending on stock, item condition, and product type. If an exchange is not available, we may offer a refund or ask you to place a new order.
Request return support
Email us with your order number and return details. Please wait for return instructions before sending goods back.
