Returns
This policy applies to all purchases made directly from Mucky Nutz through our website.
At Mucky Nutz, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not be quite right, and we are happy to offer a refund or, where applicable, a replacement under warranty.
This policy does not affect your statutory rights.
Overview
If you are dissatisfied with your order for any reason, you may return goods to us for a refund within 30 days of receiving your order, provided the following conditions are met:
- Goods are returned unused and in saleable condition, with all original labels and/or packaging intact.
- Proof of purchase is included with the return.
- The return is made within 30 days of receiving your order.
Once we have received the goods and verified they meet these conditions, we will process your refund at the purchase price. Refunds will be issued to the original payment method used for the purchase. Please allow up to 5 working days from the date we receive your return for the refund to be completed.
We recommend that customers contact us before returning any items, so we can provide the best solution for your particular issue and guide you through the process.
EU Right of Withdrawal
If you are a consumer based in the European Union, you have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
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 items, 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 the order 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. Goods should be returned unused, in saleable condition, and with all original labels and/or packaging intact.
Where the EU right of withdrawal applies, we will refund the purchase price of the returned goods and, where applicable, the standard delivery cost originally paid. We are not required to refund any additional delivery cost chosen by you above our standard delivery option.
Unless the goods are faulty, damaged on arrival, or incorrect, the cost of return postage is the responsibility of the customer.
We may reduce the refund if returned goods show signs of use, damage, mishandling, or handling beyond what is reasonably necessary to inspect the goods.
Return of Damaged or Used Goods
Any goods showing signs of damage caused by use, mishandling, or insufficient packaging when returned will not qualify for a full refund. Please ensure all items are packaged carefully to avoid damage in transit.
If goods are returned without full and correct information, processing delays may occur.
Warranty Returns
For warranty claims, please refer to our Warranty Policy for full details on eligibility, process, and coverage: Warranty
Warranty claims must be approved before goods are returned. Without prior approval, postage costs will not be reimbursed.
Non-Returnable Items
Please note that custom, made-to-order, or personalised products are non-returnable and non-refundable unless they are faulty, damaged on arrival, or not as described.
Postage Costs
The cost of postage for all returns is the responsibility of the customer and is non-refundable, except where an exception has been approved by Mucky Nutz, or where required by applicable consumer law.
If postage reimbursement has been approved, please provide proof of postage cost with your return so we can process the refund.
We recommend using a tracked or insured postal service, as we cannot be held responsible for returns lost in transit.
Purchases from Stockists or Dealers
If you purchased your goods through one of our authorised stockists or dealers, please arrange your return directly with them, as we are unable to process these returns.
Returns Address
All returns should be sent to:
Mucky Nutz
Belle Vue Lane
Bude
Cornwall
EX23 8BR
United Kingdom
Contact
For any questions or to discuss a return, please contact us.
