Returns & Refunds Policy

Last Updated: July 5, 2026

At The MJS Group, we want you to shop with confidence. If you’re not completely satisfied with your purchase, we’re here to help. Please read our Returns & Refunds Policy below.


Change of Mind

If you change your mind about your purchase, you generally have the right to cancel your order within 14 days of receiving your goods, in accordance with UK consumer protection laws.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the direct cost of returning the item. We will make this clear before you complete your purchase.

Returned items should be unused and, where reasonably possible, returned in their original packaging and in a condition suitable for resale. You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functionality.

Some products may be excluded from cancellation rights where an applicable legal exception applies.

Faulty, Damaged or Incorrect Items

If your item:

  • Arrives damaged;
  • Is faulty;
  • Is significantly different from the product description; or
  • Is the wrong item,

please contact us as soon as possible with your order number and, where appropriate, photographs or video showing the issue.

Where the item is faulty, damaged, incorrect, or otherwise covered by your statutory rights, we will arrange an appropriate remedy in accordance with applicable UK consumer law. This may include a replacement, repair or refund.

We will not require you to pay the return cost where we are responsible for the problem with the goods.

How to Request a Return

Please contact us before sending anything back.

Include:

  • Your order number;
  • The name of the item;
  • The reason for the return; and
  • Photographs or other evidence if the item is damaged, faulty or incorrect.

We will provide the appropriate return instructions.

Please do not send your return to the address on the parcel or shipping label unless we have specifically instructed you to do so.

Refunds

Once we receive and assess a returned item, we will process any refund due to you in accordance with applicable UK consumer law.

Where you exercise your statutory right to cancel an order, refunds will generally be made using the original payment method.

Where applicable, the cost of standard delivery to you will be refunded. We are not required to reimburse additional delivery costs where you selected a more expensive delivery option than the least expensive standard delivery method we offered.

Important

Nothing in this policy affects your statutory rights as a UK consumer. Where your legal rights provide greater protection than the terms above, your legal rights will apply.

If you have any questions about a return or refund, please contact our customer service team.

Non-Returnable Items

The following items cannot be returned unless they are faulty or damaged on arrival:

  • Personalised or custom-made products
  • Hygiene or personal care items
  • Perishable goods
  • Gift cards
  • Digital products or downloadable content
  • Clearance or final sale items

Delivery Delays

We work with trusted international fulfilment partners to bring you quality products at competitive prices.

While we aim to deliver all orders within the estimated delivery timeframe, customs clearance, weather, peak seasons, and courier delays may occasionally affect delivery times. Delays in transit do not automatically qualify an order for cancellation or refund while the parcel remains in transit.

Lost Packages

If your tracking indicates your parcel has been lost in transit, please contact us. We will investigate with the shipping carrier and arrange a replacement or refund where appropriate.

Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws, including your rights under UK consumer legislation.

Contact Us

If you need help with a return or have any questions about your order, we’re happy to assist.

The MJS Group

Visit our Contact Us page

We aim to respond to all enquiries within 1–2 business days