Refund policy
Returns & Refunds
We hope you love your Mehervaan order. If something isn't quite right, we're here to help.
Changed Your Mind?
If you've changed your mind about your purchase, please contact us within 14 days of receiving your order to let us know you'd like to return it.
Once you've notified us, you have a further 3 days to send your return back to us.
To start a return, please contact us at [your customer service email] with your order number and the item(s) you'd like to return. We'll provide you with the return instructions and return address.
Please do not send a return before contacting us.
Returning Fragrances
We understand that choosing a fragrance online can be difficult. However, please take reasonable care of products while deciding whether to keep them.
Where a fragrance or its packaging has been opened, sprayed, used, damaged or handled beyond what would reasonably be necessary to inspect it, this may affect its resale value and we may be entitled to make an appropriate deduction from the refund.
Where a product is supplied sealed for health protection or hygiene reasons and is not suitable for return once unsealed, the statutory cancellation right may not apply after that seal has been broken.
This does not affect your legal rights where an item is faulty, damaged, incorrectly supplied or not as described.
Returning Jewellery
Jewellery should be returned unworn, unused and with its original packaging, tags and accessories where applicable.
Please take reasonable care when inspecting jewellery. If an item has been worn or handled beyond what is reasonably necessary to inspect it and this reduces its value, an appropriate deduction may be made from the refund.
Any statutory hygiene exception that applies to a particular item will be clearly communicated where relevant.
Return Postage
For change-of-mind returns, customers are responsible for the cost of returning the item to us.
We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange the appropriate solution. Where we are legally responsible for the return costs, you will not be required to pay them.
Damaged, Faulty or Incorrect Items
Please check your order when it arrives.
If you receive an item that is damaged, faulty, incorrect or not as described, contact us as soon as possible at [your customer service email], including:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where helpful
We'll review the issue and arrange the appropriate refund, replacement or other remedy in accordance with your statutory rights.
Refunds
Once your return has been received, we'll inspect it and process any refund due.
Where you exercise your statutory right to cancel, refunds will be made to your original payment method and processed within the applicable legal timeframe.
Where required by law, your original standard delivery charge will also be refunded. If you selected a more expensive delivery service, any additional amount above our standard delivery charge is not refundable.
Please remember that your bank or card provider may take additional time to show the refund in your account.
Orders Arriving in Separate Parcels
Some Mehervaan products may be dispatched separately. If you've ordered more than one item, your order may therefore arrive in more than one parcel and at different times.
For an order containing multiple goods delivered on different days, your statutory cancellation period is calculated in accordance with applicable UK consumer law.
Exchanges
We do not currently offer direct exchanges.
If you'd like a different item, please contact us regarding the return of your original item and place a new order for your preferred product.
Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights.
Goods must be as described, of satisfactory quality and fit for purpose. Your rights in relation to faulty, damaged or misdescribed goods are separate from the change-of-mind cancellation rights described above.
Need Help?
If you have any questions about a return or refund, please contact us:
Email: [your customer service email]
Mehervaan