Refund policy
1. Your Legal Rights
Nothing in this policy affects your statutory rights under UK law.
Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if goods are faulty, not as described, or unfit for purpose.
2. Cooling-Off Period for Online Orders
If you purchase from Mylo Spirit online, you have the right to cancel your order within 14 days of receiving your goods, even if the items are not faulty, in accordance with the Consumer Contracts Regulations 2013.
Once you notify us of your decision to cancel, you have a further 14 days to return the goods.
We will issue your refund within 14 days of receiving the returned goods, or evidence that the goods have been returned, whichever is earlier.
3. Faulty, Damaged or Not as Described Items
If an item you receive is faulty, damaged, or not as described, please contact us as soon as reasonably possible.
Your rights include:
- A full refund if you reject the item within 30 days of delivery.
- A repair or replacement in the first instance if the 30-day period has passed.
- If repair or replacement is not possible or unsuccessful, you may be entitled to a price reduction or refund.
Where an item is confirmed to be faulty, we will cover reasonable return postage costs.
4. Exclusions
We are unable to accept returns for:
- Products that have been opened or used where hygiene or health-protection reasons apply (unless faulty).
- Personalised or custom-made items.
- Items returned outside the timeframes set out in this policy.
These exclusions do not affect your statutory rights in relation to faulty or misdescribed goods.
5. How to Return Items
To start a return, please contact our customer support team and provide:
- Your order number
- The item(s) you wish to return
- The reason for the return
Returned items must be:
- Unused and in their original packaging (unless faulty)
- Securely packaged to prevent damage during transit
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer, as permitted under UK law.
6. Processing Your Refund
Once your return has been received and inspected, we will process your refund to your original payment method within 14 days.
Original delivery charges are non-refundable, unless the return is due to a faulty or incorrect item.
7. Exchanges
We currently offer exchanges only for faulty or damaged items, subject to availability.
For non-faulty items, please follow the returns process for a refund and place a new order if you wish to receive a replacement.
8. Extended Warranty (Optional)
Some of our products may be eligible for an optional extended warranty when registered after purchase.
The extended warranty is provided in addition to, and does not replace or limit, your statutory rights under UK law.
Registration is not required to exercise your legal rights to refunds, repairs, or replacements.
9. Extended Warranty Coverage
Where offered, the extended warranty:
- Applies only to eligible products purchased directly from Mylo Spirit
- Is available to the original purchaser only and is non-transferable
- Extends the standard warranty period by the duration stated at the time of registration
- Begins after the standard warranty period ends
During the extended warranty period, we will, at our discretion:
- Repair the product, or
- Replace it with the same or a functionally equivalent product, or
- Provide an appropriate alternative remedy if repair or replacement is not possible
Coverage applies to faults arising from manufacturing defects or workmanship under normal domestic use.
10. What the Extended Warranty Does Not Cover
The extended warranty does not cover:
- Normal wear and tear
- Accidental damage, misuse, abuse or neglect
- Damage caused by improper use, storage or maintenance
- Damage caused by unauthorised repairs or modifications
- Cosmetic damage that does not affect functionality
- Consumable parts unless failure is due to a manufacturing defect
- Loss or theft
This does not affect your statutory rights.
11. Making an Extended Warranty Claim
To make a claim under the extended warranty, please contact our customer support team and provide:
- Proof of purchase
- Product registration details (if applicable)
- A description of the issue
- Photos or further information if requested
If a claim is approved, we will cover reasonable return postage costs.
12. Replacement Products Under Warranty
If a product is replaced under the extended warranty:
- The replacement will be covered for the remaining period of the original extended warranty
- The warranty period will not restart or be extended
13. Contact Us
For questions about refunds, returns, or the extended warranty, please contact us:
Mylo Spirit t/m OXV Holding Co
Email: contact@mylospirit.com
Unit G4, Kingston Business Park
Kingston Bagpuize
OXON, OX13 5FE
Tel: 01235 426 300
VAT: GB 183157109