Returns
At Mix, we want to ensure your shopping experience is as enjoyable as possible. If you've changed your mind about your purchase, we offer a straightforward returns process.
1. Right to Cancel
You have the right to cancel your order within 14 days after your order has been delivered.
Once an order has been placed, we cannot cancel or amend it for any reason. If you change your mind and want to cancel your order/item(s) before delivery, you will need to return the order/item(s) once delivered following our returns process below.
2. Returns Initiation
To initiate the returns process, please contact our customer service team via email at [email protected] within 14 days of receiving your goods, providing your order number and specifying whether you wish to return all or part of your order. You have 14 days from the day of notifying us to return your order/goods.
We will then contact the supplier/s from which the order is from to authorise the return/replacement/refund process. (We do not hold any physical stock, returns have to go back to the original supplier they were from which requires their authorisation first, this can take 1-5 working days). Once approved you will be provided with an RMA reference to include in your return, along with the return instructions.
(The request needs to be sent from the email address the order was placed with/from the customer who placed the order).
Note: As per the Distance Selling Act, we only accept returns within 28 days from the date of delivery.
3. Inspection Upon Delivery
You are responsible for inspecting your order upon delivery for any damages or missing parts. Any issues must be reported to us within 48 hours of delivery by emailing [email protected]. For self-assembly goods, please check all parts have been delivered and inspect for any damages before starting assembly. (If the goods are assembled we will accept this as your acceptance of the product as is and may not be able to assist with delivery damages/quality issues).
Damages/missing parts/incorrect items need to be raised in writing by emailing [email protected] along with your order number, supporting photos/videos of any product issues and if applicable, part numbers/identifiers from the product manual. Once all information is received we will pass this on to the supplier/s for a resolution, this may take 1-5 working days. (If you do not supply us with all the information when you first contact us this will delay the resolution).
Failing to inform us of any issues within 48 hours of receipt of the goods may result in our suppliers rejecting the return/replacement/refund request.
If you do not provide proof of damages/faults or you do not inform us of any issues in your initial contact, your request will be rejected or be classed as a change of mind and you will be liable for the arrangement and cost of returning.
(The request needs to be sent from the email address the order was placed with/from the customer who placed the order).
4. Condition of Goods for Return
All items must be in their original and resealable condition for return, including all packaging. (Opened electricals, clothing, jewellery, bedding, and mattresses, unless otherwise specified, cannot be returned). Goods will be inspected upon return to the supplier's warehouse before any refunds will be actioned. If the condition of the item(s) has diminished in value in any way, we reserve the right to deduct a reasonable amount from the refund to cover any losses. In cases of damages/loss, no refund may be processed and a claim would need to be made with the courier.
5. Returns Address
The return address for your order will vary depending on the size and items ordered, the address will be provided by our customer service team during the returns process. If your order contains products from different brands/manufacturers you may be required to return items to multiple addresses. Returns should only be scheduled between Monday-Friday 9am-5pm. Whilst we are based in the UK, some of our suppliers ship from abroad, this could mean your return would need to be sent to an address outside of the UK. Unauthorised/late returns will not be processed/not refunded.
6. Responsibility and Cost of Returns
All items remain your responsibility until they are delivered back to the supplier from whom the order was purchased. The cost of returns is borne by the customer and is non-refundable (unless otherwise stated during your returns process). We highly recommend using an insured and tracked courier service as we take no liability for returned goods that are lost or damaged in transit.
If the return is due to damages, collection may not always be possible, you may require a printer for the label/returns note or/and to take it to a local depot/local post office. Our liability shall not exceed the amount that you have paid us.
7. Refunds
When the return item/s has been passed on to the courier/delivery company we need to be provided with the return/tracking reference to track the return and confirm when it has been delivered to the return address provided in the instructions. (Without this information no refund can be processed).
Once your return is received and inspected, we will notify you about the status of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original payment method within a number of days depending on your payment method. It can take up to 10 working days to process your refund once the goods are returned. No refunds will be processed before the item/s are received and inspected, this also applies for damaged/collected orders.
With this simple and streamlined process, we aim to make your shopping experience with Mix a pleasure.