Refund Policy
Last updated: 01/01/2026
This Refund & Returns Policy sets out the conditions under which refunds may be issued and defines the legal relationship between MIRA and its customers in accordance with UK consumer protection laws.
1. Nature of Our Products
MIRA products are handmade and, in many cases, produced to order or in small batches.
Because of this:
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We do not offer refunds or returns for change of mind
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We do not offer exchanges, except where legally required
This policy is permitted under UK law for handmade and made-to-order goods.
2. Time frame for Reporting Issues
Any issues with an order must be reported within a maximum of 7 days of delivery.
Claims made outside this time frame may not be accepted unless required by law.
3. Faulty or Damaged Goods (Legal Requirement)
Under the Consumer Rights Act 2015, customers are entitled to a refund, repair, or replacement if goods are faulty, damaged, or not as described.
If an item arrives faulty or damaged, the customer must provide:
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The order number
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A description of the issue
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Clear photographic evidence of the item and packaging
Once assessed, we will provide:
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A replacement, or
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A refund, where legally required
The chosen remedy will comply with UK consumer law and may be at our discretion where the law allows.
4. Refund Amounts
Where a refund is issued:
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Refunds will be full or partial, depending on the nature of the issue and legal requirements
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Original shipping costs are refunded only where required by law
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Refunds are issued to the original payment method
Refunds will be processed within 5-10 business days after approval.
5. Pre-Orders & Made-to-Order Items
Pre-order and made-to-order items require production time.
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Orders cannot be cancelled or refunded once production has begun, unless the item is faulty or damaged
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If an order is cancelled by us, a full refund will be issued
This complies with the Consumer Contracts Regulations 2013 exemptions for made-to-order goods.
6. Right to Cancel (Distance Selling)
Customers normally have a 14-day right to cancel online purchases.
However, this right does not apply to goods that are made to order or clearly personalised once production has started.
7. Incorrect Address or Customer Error
Refunds will not be issued for:
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Orders delivered to an incorrect address provided by the customer
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Failure to collect or receive a parcel
8. Returns
In addition to our refund terms, customers have the right to return eligible items in accordance with UK consumer law.
You may request a return within 14 days of receiving your order. To qualify:
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Items must be unused and unlit
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Products must be returned in their original packaging
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Proof of purchase is required
To initiate a return, please contact us at mira.h.fragrance@gmail.com with your order number before sending the item back.
Customers are responsible for return shipping costs unless the item is faulty or damaged upon arrival.
Once the returned item has been received and inspected, any approved refund will be processed to the original payment method within 14 days.
For hygiene and safety reasons, we cannot accept returns on products that have been used, lit, or altered.
9. Exchanges
We only offer exchanges for items that arrive damaged or faulty.
If your product arrives damaged, please contact us within 48 hours of delivery with clear photos of the item and packaging. Once assessed, we will arrange a replacement where appropriate.
We do not offer exchanges for scent preference or change of mind once the product has been used or lit.
Returns must be requested within 14 days of delivery. Once a return is approved, items must be sent back within 14 days. Products must be unused, unlit, and in their original packaging to qualify.
Approved returns must be sent back using a tracked postal service. We recommend retaining proof of postage, as we cannot be held responsible for items lost in transit.
Return shipping costs are the responsibility of the customer unless the item is faulty or damaged upon arrival.
Original shipping fees are non-refundable unless the return is due to a confirmed fault.
We reserve the right to refuse a refund if returned items do not meet our return conditions.
Method
Returns must be sent by mail.
Return Label
Customers are responsible for arranging and printing their own return label. We recommend using a tracked postal service and keeping proof of postage, as we cannot be held responsible for items lost in transit.
Restocking Fees
We do not charge restocking fees.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is faulty or damaged upon arrival.
Refund Processing Time
Once the returned item has been received and inspected, approved refunds will be processed within 7 days to the original payment method.
10. Contact
For refund-related enquiries, please contact: