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.
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.
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. We aim to have a resolution within 7 working days of the request being raised. Any delays on our end will not affect the timeline by which goods must be returned.
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. This needs to be in writing by emailing [email protected] along with your order number and supporting images of damages. Failing to do so may result in our suppliers rejecting the return/replacement request.
4. Condition of Goods for Return
All items must be in their original and resealable condition for return. (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.
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 UK addresses. Returns should only be scheduled between Monday-Friday 9am-5pm.
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.
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. Please note that it can take up to 10 working days to process your refund once the goods are returned.
With this simple and streamlined process, we aim to make your shopping experience with Mix a pleasure.