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 refuse delivery and inform us you have done so or return the order/item(s) once it's been 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.  

 

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. 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 need to be raised in writing by emailing [email protected] along with your order number, supporting photos/videos of damages and if applicable, part numbers/identifiers from the product manual. 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.

 

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.

 

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.

 

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

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.