This Return & Refund Policy explains the conditions under which customers may cancel an order, return cardigans purchased through our website, request a refund, or exercise statutory rights relating to faulty, damaged, incorrect, or misdescribed goods. This policy is intended for customers purchasing online in the United Kingdom and should be read together with the other terms and policies displayed on our website.
1. Your Right to Cancel an Online Order
If you purchase a cardigan from us online, you generally have the legal right to cancel your order without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Where an order contains multiple items delivered separately, the cancellation period generally begins after the final item from that order has been received.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period. You may contact us by email using:
Your cancellation notice should include enough information for us to identify your order, such as your name, order number, the item you wish to return, and your contact information.
Your statutory right to cancel an eligible online purchase is not dependent on you providing a reason.
2. Returning Goods After Cancellation
After informing us that you wish to cancel an eligible purchase, you should return the goods without unnecessary delay and within 14 days of notifying us of your cancellation.
Customers should contact us before sending a return so that we can provide appropriate return instructions.
Do not send a return to an address other than the return address or instructions provided by us unless we have specifically confirmed that address for your return.
When returning an item, customers should retain evidence of postage or another form of proof showing that the goods have been sent back.
3. Condition of Returned Cardigans
Customers may inspect a cardigan after receiving it in the same way they would reasonably be permitted to inspect the product in a physical shop.
Returned goods should, where reasonably possible, be:
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Clean
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Unwashed
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Unaltered
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Free from stains
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Free from perfume, smoke, cosmetics, deodorant, or other noticeable odours
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Free from excessive wear
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Returned with any original labels or tags that remain available
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Packaged carefully to prevent unnecessary damage during transit
You may handle the cardigan only to the extent reasonably necessary to establish its nature, characteristics, size, fit, and basic functionality.
If the value of a returned item has been reduced because it has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make an appropriate deduction from the refund where permitted by law.
4. Change-of-Mind Returns
Subject to your statutory rights and any applicable exclusions, you may return an eligible cardigan because you have changed your mind, including where:
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The size is unsuitable
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The fit is unsuitable
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The colour is not suitable for you
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The style is not what you expected
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You no longer require the product
For qualifying online purchases, you do not have to provide a reason for cancellation during the statutory cancellation period.
The product must nevertheless be returned in accordance with the requirements set out in this policy.
5. Faulty, Damaged, or Misdescribed Goods
Our products must comply with applicable UK consumer law. Goods supplied to consumers must be of satisfactory quality, fit for their intended purpose where applicable, and match their description.
If you receive a cardigan that is faulty, materially damaged, incorrect, or does not match the description provided at the time of purchase, please contact us as soon as reasonably possible.
When contacting us, please provide:
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Your name
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Your order number
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Identification of the affected product
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A clear description of the problem
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Photographs of the item where photographs can reasonably demonstrate the issue
Requesting photographs does not remove or limit your statutory rights.
Depending on the circumstances and your legal rights, an appropriate remedy may include a refund, repair, replacement, or price reduction.
6. Short-Term Right to Reject Faulty Goods
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.
This right generally applies for 30 days from the relevant date and may allow a consumer to reject qualifying faulty goods and request a refund.
This statutory right is separate from the 14-day cancellation right that generally applies to eligible distance purchases where a customer simply changes their mind.
Nothing in this policy is intended to restrict your statutory rights relating to faulty goods.
7. Faults Discovered After the Initial 30-Day Period
If a product develops a qualifying fault after the short-term right to reject has expired, you may still have statutory rights.
Depending on the circumstances, applicable law may provide a right to request a repair or replacement before becoming entitled to a further remedy such as a price reduction or final rejection.
The remedy available will depend on factors including the nature of the fault, when it arose, whether repair or replacement is possible, and the requirements of applicable UK consumer law.
This policy does not reduce any rights you may have under the Consumer Rights Act 2015.
8. Incorrect Items
If we send you a product that is materially different from the item you ordered, please contact us promptly.
For example, this may include receiving:
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The wrong cardigan
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The wrong size compared with the size ordered
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The wrong colour compared with the colour ordered
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A different product from the product confirmed in your order
We may ask you to provide photographs or other reasonable information so that we can verify the error and arrange an appropriate solution.
Where the mistake is ours, your statutory rights will not be affected.
9. Damage During Delivery
If your parcel or cardigan appears damaged when delivered, please inspect the item carefully.
Contact us promptly if the goods have been damaged during delivery.
Where possible, provide photographs showing:
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The external packaging
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Any damaged internal packaging
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The damaged product
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Any delivery label relevant to the shipment
These materials can help us investigate what happened.
Damage caused before the customer legally assumes responsibility for the goods will be handled in accordance with applicable consumer law.
10. Return Shipping Costs
For ordinary change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the customer has been appropriately informed.
Where goods are faulty, incorrect, damaged before delivery, or otherwise fail to conform to the contract, return costs will be handled in accordance with applicable UK consumer law.
Customers should contact us before returning faulty or incorrect goods so that suitable return arrangements can be confirmed.
Do not use an unusually expensive return service unless we have agreed to it in advance.
11. Refund Amount
Where you validly cancel an eligible online purchase, your refund will generally include the amount paid for the returned goods.
Where required by law, we will also refund the basic standard delivery charge paid to receive the goods.
If you selected a more expensive delivery method than the least expensive standard delivery option available, we are generally not required to refund the additional amount attributable to the upgraded delivery method.
Any lawful deduction relating to diminished value caused by excessive handling may be applied where appropriate.
12. Refund Processing Time
Where a refund is due following a valid cancellation and return, we will process the refund within the period required by applicable UK law.
For returned goods, this is generally no later than 14 days after we receive the goods back or, where applicable, after you provide satisfactory evidence that the goods have been returned, whichever occurs first.
The time it takes for a completed refund to appear in your account may also depend on your payment provider or financial institution.
13. Refund Method
Unless otherwise agreed or required by law, refunds will normally be made using the same payment method used for the original transaction.
We will not intentionally substitute another refund method without a legitimate reason or your agreement.
If the original payment method is no longer available, please contact us so that we can determine an appropriate lawful refund method.
14. Exchanges
If you wish to obtain a different size, colour, or other cardigan, please contact us to determine the appropriate return procedure.
An exchange may depend on product availability.
If an exchange cannot be completed, you may be required to return the original item for a refund and place a new order for the desired product.
Any exchange procedure offered by us does not reduce your statutory rights.
15. Items That Cannot Be Resold Because of Customer Handling
We understand that customers need to inspect clothing to determine whether it is suitable.
However, customers should take reasonable care while examining the cardigan.
Examples of handling that may reduce the value of a product include:
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Wearing it for an extended period rather than briefly trying it on
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Washing the garment
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Altering the garment
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Damaging the fabric
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Removing components in a way that affects resale value
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Staining the product
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Exposing the product to strong perfume, smoke, cosmetics, or similar substances
Where permitted by law, a reasonable deduction may be made if excessive handling causes a genuine reduction in value.
This does not affect your rights if the product itself was faulty or did not conform to the contract.
16. Proof of Purchase
We may request reasonable proof of purchase before processing a return or refund.
Acceptable information may include:
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Your order confirmation
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Your order number
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The email address used to place the order
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Other reasonable transaction information capable of identifying the purchase
The purpose of requesting this information is to verify that the product was purchased from us and to identify the relevant transaction.
17. Return Responsibility
Until returned goods are delivered to the appropriate return location, customers should package the goods securely and use a suitable return method.
We recommend keeping evidence of dispatch.
Customers should ensure that returned packages contain enough information for us to identify the relevant order.
We are not responsible for delays caused solely by a return being sent to an incorrect address contrary to the return instructions we provided.
This provision does not restrict any statutory rights that cannot legally be excluded.
18. Refunds for Promotional or Discounted Purchases
Products purchased during promotions or at discounted prices remain subject to applicable statutory consumer rights.
If a qualifying discounted item is returned, the refund will normally be based on the amount actually paid for that item rather than its previous or undiscounted price.
If a promotion applies across multiple products and returning one product affects the conditions of the promotion, any adjustment will be handled reasonably and in accordance with applicable law and the terms of the promotion.
19. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace rights that consumers are entitled to under mandatory UK law.
In particular, customers may have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations applicable to online purchases.
Where any provision of this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.
20. Contact Information
If you have questions about a cancellation, return, exchange, faulty product, incorrect item, or refund, please contact us using the following details:
Company: Mirvane
Address:
5 ALDWINCKLE HOUSE
34 TELLSON AVENUE
LONDON
SE18 4ED
United Kingdom
Email: support@mirvane.online
Telephone: +44 7741542943
When contacting us about an existing order, please include your order number and enough information for us to identify the purchase and assist you efficiently.