At Maera, we want you to feel confident when shopping with us.
This Returns & Refund Policy explains how cancellations, returns, faulty or incorrect products and refunds are handled.
This policy does not limit or exclude any statutory rights you may have under applicable consumer protection law.
1. STATUTORY RIGHT TO CANCEL
For certain online purchases made by consumers in the United Kingdom, the law provides a statutory right to cancel an order within a 14-day period, without having to provide a reason, subject to the exceptions provided by law.
The cancellation period will normally begin on the day after you receive the goods.
If you decide to exercise this right, you must notify Maera within the applicable statutory period.
You can contact us at:
You do not need to use specific wording to exercise your cancellation right, provided that your communication clearly states your decision to cancel the contract.
2. AFTER REQUESTING CANCELLATION
After notifying us of your cancellation, you must return the goods within the period required by applicable law.
The goods should be returned in an appropriate condition, taking into account your legal right to handle and inspect the goods as you would reasonably be permitted to do in a physical shop.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality, where permitted by applicable law.
3. EXCEPTIONS TO THE CANCELLATION RIGHT
The statutory cancellation right does not necessarily apply to every product or situation.
Exceptions provided by law may include certain products that:
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are personalised or made to the consumer's specifications;
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are perishable;
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are sealed for health or hygiene reasons and have been unsealed after delivery; or
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fall within another applicable statutory exception.
Where a statutory exception applies to a particular product, Maera will provide appropriate information before the purchase is completed where required by law.
4. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is:
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faulty;
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damaged;
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incorrect;
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different from the product advertised; or
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not as described,
please contact us as soon as reasonably possible:
Where possible, please provide:
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your order number;
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the name used for the purchase;
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a description of the issue; and
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photographs or videos of the product where relevant.
This information may help us assess and resolve the issue more quickly.
Where the product is covered by your statutory rights, Maera will provide the remedy required by applicable law.
Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
5. HOW TO REQUEST A RETURN
Please contact us before sending any product back.
Send an email to:
Please include:
Subject: Return Request – [ORDER NUMBER]
And provide:
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your order number;
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the name used for the order;
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the product you wish to return;
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the reason for the return, where applicable; and
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photographs, where relevant.
Our customer service team will provide the applicable return instructions.
Please do not send products to an address found online or directly to a supplier without first receiving return instructions from Maera.
This is particularly important because Maera operates using an international supply chain.
6. RETURN SHIPPING COSTS
Where you exercise a statutory cancellation right that is not related to a faulty or incorrect product, you may be responsible for the direct cost of returning the goods where this has been properly disclosed before purchase and where permitted by applicable law.
Where a product is faulty, incorrect or not in conformity with the contract, responsibility for return costs will be determined in accordance with your statutory rights and the circumstances of the case.
Maera will not require you to pay costs that the law requires the seller to bear.
7. REFUNDS
Where a refund is due, Maera will process the refund in accordance with applicable law.
Where a statutory cancellation right applies, the refund will normally include:
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the amount paid for the returned goods; and
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the cost of the least expensive standard delivery option offered at the time of purchase, where required by applicable law.
Additional costs resulting from choosing a more expensive delivery method may not be refunded where permitted by law.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you or where another procedure is required or permitted by applicable law.
8. REFUND TIMING
Where you exercise a statutory cancellation right, applicable law determines the period within which the refund must be made.
In certain circumstances, we may wait until we have received the returned goods or evidence that they have been sent back before processing the refund.
This does not reduce any statutory consumer rights.
Once the refund has been processed, the time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.
9. SALE AND PROMOTIONAL ITEMS
Products purchased during promotions or using discount codes remain subject to statutory consumer rights.
A discount or promotion does not remove your legal rights in relation to faulty, incorrect or non-conforming products.
Where a refund is due, the amount will be calculated based on the amount actually paid and the applicable statutory rights.
10. EXCHANGES
Maera may offer voluntary exchanges in certain circumstances, subject to product availability.
A voluntary exchange does not replace or reduce your statutory rights to cancellation, return, repair, replacement or refund.
If you wish to request an exchange, please contact us at:
11. UNAUTHORISED OR UNRECOGNISED ORDERS
If you believe an order was placed without your authorisation, please contact us immediately at:
We also recommend contacting your bank or payment provider where you suspect that your payment method has been used without authorisation.
12. RETURN ADDRESS
As Maera operates using an international supply chain, the return address may vary depending on the product and the circumstances of the return.
For this reason, please do not send products to a supplier's address without receiving specific instructions from Maera.
The applicable return address and instructions will be provided by our customer service team when a return is approved or when required for the exercise of your statutory rights.
13. STATUTORY RIGHTS
This Returns & Refund Policy does not replace your statutory rights.
Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded or limited.
If there is any conflict between this policy and a mandatory statutory consumer right, the applicable statutory right will prevail.
14. CONTACT
To request a return, refund or assistance relating to a product:
Email: Support@maeraco.com
Website: Maeraco.com