Changed your mind?
You can return any non-personalised item for any reason within 30 days of receiving it. That’s longer than the 14 days UK law requires. To start a return, email support@mauzek.com with your order number and the items you want to send back. Once you’ve contacted us, you have 14 days to post the items to us.
Condition of returned items
Please take reasonable care of the items while they’re with you. You may open and inspect them as you would in a shop, but please don’t use them. If an item comes back in worse condition because it was handled more than needed to inspect it, we may reduce your refund to reflect the loss in value. Original packaging helps us a lot.
Personalised products
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, items made to your specifications or clearly personalised can’t be returned for a change of mind. Each of our personalised activity books is made specially with your child’s name, so we can’t accept it back if you change your mind. This doesn’t affect your rights if the product is faulty (see below).
Faulty, damaged or incorrect items
If something arrives faulty, damaged, incomplete or not as described, email support@mauzek.com as soon as possible with your order number and photos. Your rights under the Consumer Rights Act 2015 apply, including to personalised items. In short, within 30 days of delivery you can reject a faulty item for a full refund, and you can also ask for a repair or replacement. After that, you may still be entitled to a repair, replacement, price reduction or refund. We cover return costs for faulty or incorrect items.
How to return an item
Email support@mauzek.com with your order number. We’ll confirm and send you the return address and instructions.
Return shipping costs
If you’re returning an item because you changed your mind, you pay the return postage. We recommend a tracked service, as you’re responsible for the item until it reaches us.
Exchanges
To exchange an item, return the original following the process above. Once we’ve processed your return, you can place a new order for the item you want.
Refunds
When you return an item, we refund its price and the standard delivery cost you paid. If you chose a more expensive delivery option such as Express, we refund only the cost of standard delivery. We refund you within 14 days of receiving the item back, or of receiving proof that you’ve sent it, whichever comes first. Refunds go to your original payment method at no charge. Your bank may need some time to show it. If you haven’t received your refund after 14 days, contact us at support@mauzek.com.
