Returns
This policy applies to purchases made directly from Mucky Nutz through our website.
We want you to be completely satisfied with your purchase. If something is not quite right, we offer a 30-day returns policy and, where applicable, support for faulty products and warranty claims.
Nothing in this policy affects your statutory rights.
Overview
You may return eligible goods to us for a refund within 30 days of receiving your order, provided that:
- the goods are unused and in saleable condition;
- all original labels and/or packaging are intact;
- proof of purchase is provided; and
- the return is made within 30 days of receiving your order.
Once we have received and inspected the returned goods, we will process any approved refund at the original purchase price.
Refunds will be made to the original payment method. Please allow up to 5 working days from the date we receive your return for the refund to be processed.
We recommend contacting us before returning anything so that we can understand the issue, advise on the best solution and guide you through the returns process.
EU Right of Withdrawal
If you are an eligible consumer based in the European Union, you have the statutory right to withdraw from an online purchase within 14 days of receiving your order, without giving a reason, subject to certain exceptions.
To exercise this right, please use our EU Withdrawal Form.
This form is specifically for EU consumers exercising their statutory right of withdrawal. For all other returns, warranty claims, damaged or incorrect items, or general return enquiries, please follow the returns process on this page or contact us before sending anything back.
Once submitted, you will receive confirmation that your withdrawal request has been received.
The EU right of withdrawal applies to eligible consumer purchases only. It does not apply to trade, distributor or other B2B purchases.
If your order has not yet been dispatched, we will cancel and refund it where possible.
If your order has already been dispatched or delivered, you will need to return the goods to us before we can complete your refund.
Where the EU right of withdrawal applies, we will refund the purchase price of the returned goods and, where required by law, the cost of our standard delivery option. We are not required to refund any additional delivery cost where you chose a more expensive delivery service.
Unless the goods are faulty, damaged on arrival or incorrect, the cost of return postage is the responsibility of the customer.
Where permitted by law, we may reduce a refund if returned goods show signs of use, damage, mishandling or handling beyond what is reasonably necessary to inspect them.
Return of Damaged or Used Goods
Goods returned under our voluntary 30-day returns policy must be unused and in saleable condition.
Where permitted by law, we may reduce a refund if returned goods show signs of use, damage, mishandling or handling beyond what is reasonably necessary to inspect them.
Please package returned goods carefully. We may not be able to provide a full refund where an item is damaged because it was inadequately packaged for the return journey.
Returns sent without sufficient information may take longer to process.
Warranty Returns
For warranty claims, please see our Warranty Policy for full details of eligibility, coverage and the claims process.
Warranty returns must be approved before goods are sent back to us.
Where return postage reimbursement has been approved, please retain and provide proof of the postage cost.
Non-Returnable Items
Custom, made-to-order, personalised or bespoke products are non-returnable and non-refundable unless they are faulty, damaged on arrival, not as described, or applicable law requires otherwise.
Postage Costs
Unless the goods are faulty, damaged on arrival, incorrect, or applicable law requires otherwise, the cost of return postage is the responsibility of the customer.
Original delivery charges are non-refundable except where required by applicable consumer law or expressly approved by Mucky Nutz.
Where return postage reimbursement has been approved, please provide proof of the postage cost so that we can process the refund.
We recommend using a tracked or insured postal service. Unless applicable law provides otherwise, we cannot accept responsibility for returned goods that are lost before they reach us.
Purchases from Stockists or Dealers
If you purchased your product from one of our authorised stockists, dealers or other retailers, please arrange the return directly with the business you purchased it from.
We are unable to process refunds for purchases made through third-party retailers.
For a product issue or warranty query, you may still contact us for advice.
Returns Address
Please send approved returns to:
Mucky Nutz
Belle Vue Lane
Bude
Cornwall
EX23 8BR
United Kingdom
Please include enough information for us to identify your order and process the return.
Contact
For any questions or to discuss a return, please contact us.
For further information, please see our Terms & Conditions and Warranty Policy
