Refund Policy

Changing your mind

If you buy an eligible item online, you can cancel your order within 14 days after the day you receive it. You do not need to give a reason.

To tell us you wish to cancel, email info@mavisse.co.uk with your order number and the item you wish to return. You do not need to wait for us to approve your cancellation or issue a return reference.

After telling us you wish to cancel, you have a further 14 days to send the item back.

Returns to the Czech Republic

Please send returns to:

Mavisse/Roman Roudnický, Malá Lečice 39, Bojanovice, Nový Knín, 262 03

For change-of-mind returns, you are responsible for the direct cost of posting the item from the United Kingdom to our returns address in the Czech Republic. You may choose a suitable postal or courier service.

You can check Royal Mail’s international posting options to the Czech Republic here:
https://www.royalmail.com/sending/international/country-guides/czech-republic

We recommend obtaining proof of postage and keeping it until your refund has been processed. Before posting, check any packaging or customs-documentation requirements with your chosen carrier.

You are welcome to email us for return instructions, but you do not need a return reference or our approval to exercise your statutory right to cancel. Please do not send the item to the sender address on the original parcel: our fulfilment partner cannot process returns sent directly by customers.

Condition of returned items

Please handle the item only as you would be able to in a shop to establish its nature and characteristics. We may make a deduction from the refund if the item has lost value because it has been handled beyond what is necessary for that purpose.

Original packaging is appreciated but is not required to exercise your statutory cancellation right.

Refunds

For an eligible cancellation, we will refund the price paid for the returned item. Where applicable, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered for the order. If you chose a more expensive delivery service, we do not refund the additional cost of that service.

We will refund you to the original payment method without undue delay and no later than 14 days after we receive the item back, or, if earlier, 14 days after you provide evidence that you have sent it back.

We do not charge restocking fees. Your bank or payment provider may take additional time to show the refund in your account.

Personalised items

The change-of-mind cancellation right does not apply to items made to your specifications or clearly personalised for you. Choosing a standard, pre-made item or a stocked variant does not automatically make it personalised.

This exception does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Earrings

We do not currently apply a separate hygiene-seal exclusion to earrings. Eligible earrings may be returned under the change-of-mind terms above. Your statutory rights for faulty, damaged or incorrectly described items are unaffected.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, is incorrect or is not as described, email info@mavisse.co.uk with your order number and a description of the issue. Photos can help us assess and resolve the issue more quickly, but they are not a condition for contacting us or exercising your statutory rights.

Please contact us before sending a faulty or incorrect item back so we can explain the appropriate next steps and arrange any necessary return. We will cover reasonable return costs where required for a valid faulty, damaged, incorrect or not-as-described claim.

Exchanges

We do not offer direct exchanges. If you want a different item, you can return an eligible item for a refund and place a new order. This does not affect your statutory rights if the original item is faulty or not as described.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.