Return Policy
Last updated: December 5, 2024
This Return Policy outlines the terms and conditions for returns and exchanges at Mekhann. Please review the following details carefully to ensure a seamless process.
Table of Content
1. Eligibility for Returns
1.1 Timeline for Returns
1.2 Conditions for Return
1.3 Proof of Purchase
1.4 Exclusions
2. Gift Returns
3. Holiday Return Policy
4. How to Initiate a Return
4.1 Contact Us
4.2 Approval and Return Authorisation
5. Preparing Your Return
5.1 Packaging Requirements
5.2 Eco-Friendly Practices
5.3 Return Authorisation Number (RA#)
6. Shipping Your Return
6.1 Return Shipping Costs
6.2 Tracking and Insurance
7. Refunds and Processing
7.1 Timelines
7.2 Refund Method
7.3 Refund Status Updates
8. Exchanges at Mekhann
8.1 Eligibility
8.2 Higher-Value Exchanges
8.3 Timeline for Exchanges
8.4 International Exchanges
9. Defective or Damaged Items
9.1 Reporting Issues
9.2 Resolution Options
10. International Returns
10.1 Customs Duties and Taxes
10.2 Customs Delays
11. Bulk and Corporate Orders
12. Important Notes for Returns
12.1 Care Instructions
12.2 Responsibility for Returns
Changes to Return Policy
We may update this Return Policy at any time. Please review it regularly to stay informed of any changes. Continued use of the Site or placing returns after updates signifies your acceptance of the revised policy.
Changes will not apply retroactively to prior transactions unless required by law.
1. Eligibility for Returns
1.1 Timeline for Returns
- We accept returns for eligible items within 14 days of receipt.
- The return process must be initiated within 7 days by contacting us at store@mekhann.co.uk
1.2 Conditions for Return
- Items must be unused, unwashed, and in their original condition.
- All original packaging, tags, and labels must be intact.
1.3 Proof of Purchase
- A valid order confirmation email, receipt, or other proof of purchase is required for returns.
1.4 Exclusions
- Customised, bespoke, or made-to-order items are non-returnable and non-refundable.
1.5 Final Sale & Excluded Items
The following items are non-returnable and non-refundable:
- Customised, bespoke, or made-to-order items.
- Personalised products (e.g., monogrammed items).
- Gift cards and store credits.
- Final sale items or products purchased at a discount.
- Items marked as ‘Final Sale’ or ‘Non-Returnable’ at checkout cannot be returned, exchanged, or refunded under any circumstances. Please review product details carefully before purchasing.
1.6 Final Sale & Excluded Items
For orders valued at £2,000 or above, returns must be initiated within 7 days of delivery and received by Mekhann within 14 days. Items must be in unused, original condition with all packaging and authentication documents intact.
Returns for high-value orders may be subject to additional security checks before processing. Mekhann reserves the right to decline high-value returns that show signs of use or handling.
2. Gift Returns
- Items received as gifts can be returned or exchanged by the recipient.
- Refunds for gift returns are issued to the original purchaser only.
- Proof of purchase (e.g., receipt or order confirmation) is required for all gift returns.
3. Holiday Return Policy
- Purchases made between November 15 and December 25 qualify for returns until January 15.
4. How to Initiate a Return
4.1 Contact Us
Email us at store@mekhann.co.uk within 14 days of receiving your order. Include:
- Your order number.
- The item(s) you wish to return.
- A concise reason for return (e.g., incorrect item, dissatisfaction, defect).
4.2 Approval and Return Authorisation
Returns are approved based on:
- The item’s condition.
- Adherence to the return timeframe.
- Completeness of documentation.
Approved returns will receive a Return Authorisation Number (RA#) and detailed instructions for the return process.
Returns sent without a valid RA# or with incorrect documentation may result in delays or rejection.
5. Preparing Your Return
5.1 Packaging Requirements
- Securely package items to prevent damage during transit.
- Use the original packaging or equivalent protective materials.
- Include a copy of your order confirmation or invoice inside the return package.
5.2 Eco-Friendly Practices
- Mekhann encourages the use of digital invoices to minimise waste.
- We recommend using recyclable and sustainable materials for return packaging.
5.3 Return Authorisation Number (RA#)
- Write the RA# clearly on the outside of the package.
5.4 Partial Returns & Multi-Items Orders
If you purchased multiple items in one order and wish to return part of it, each item must meet the return conditions outlined in our policy.
For multi-item orders, Mekhann reserves the right to limit excessive returns from the same customer. Customers who frequently return 75% or more of their purchases may have future return eligibility restricted.
6. Shipping Your Return
6.1 Return Shipping Costs
- Customers are responsible for return shipping costs, except in cases of defective or incorrect items.
- For defective or incorrect international orders, Mekhann will reimburse reasonable return shipping costs upon receipt of proof of payment (limited to standard shipping rates).
6.2 Tracking and Insurance
- Use a tracked and insured shipping method to ensure safe delivery.
- Mekhann is not responsible for lost return shipments.
6.3 Restocking Fees for Discretionary Returns
Returns that are not due to a defect or an incorrect item may be subject to a restocking fee of 5% of the product price. This fee covers processing, inspection, and restocking costs.
Restocking fees will not apply to defective items or returns resulting from an error on Mekhann’s part.
7. Refunds and Processing
7.1 Timelines
- Refunds are processed within 5-7 business days after receiving and inspecting the returned item.
- During peak periods (e.g., holidays), refunds may take up to 15 business days.
- For international transactions, refunds may take longer due to banking delays or currency exchange handling.
7.2 Refund Method
- Refunds are issued to the original payment method in GBP.
- Customers may opt for store credit instead of a refund.
- Items missing significant elements or showing heavy use may not qualify for any refund.
7.3 Refund Status Updates
Customers will receive email notifications at key stages of the process:
- When the return is received.
- After the inspection is completed.
- When the refund or store credit is issued.
7.4 Expiry of Store Credit for Returns
Store credit issued for returns is valid for 12 months from the date of issuance. After this period, unused store credit will expire and cannot be reinstated.
8. Exchanges at Mekhann
8.1 Eligibility
- Exchanges are accepted for items of equal or lesser value, subject to availability.
8.2 Higher-Value Exchanges
- For exchanges where the replacement item exceeds the original purchase value, the price difference must be paid before processing.
8.3 Timeline for Exchanges
- Exchanges must be initiated within 14 days of receipt of the original item.
8.4 International Exchanges
- International exchanges are subject to shipping costs covered by the customer.
- Availability of replacement items for international exchanges cannot be guaranteed.
9. Defective or Damaged Items
9.1 Reporting Issues
If your product arrives damaged or defective, contact us at store@mekhann.co.uk within 48 hours of delivery.
Include:
- Photographs of the damaged item.
- Images of the packaging.
- A brief description of the issue.
9.2 Resolution Options
- For defective or damaged items, Mekhann will arrange for a replacement, repair, or full refund, as appropriate.
- Mekhann covers return shipping costs for defective or damaged items.
- Replacements are shipped using tracked courier services.
9.3 Deadline for Reporting Defective Items
All defect or damage claims must be reported within 14 days of delivery. Claims made after this period will not be eligible for a replacement or refund.
10. International Returns
10.1 Customs Duties and Taxes
- Import duties, taxes, and fees are non-refundable.
10.2 Customs Delays
- International returns may take longer to process due to customs inspections.
11. Bulk and Corporate Orders
- Returns for bulk or corporate orders are subject to separate agreements and may have unique terms. Contact us at store@mekhann.co.uk for assistance.
12. Important Notes for Returns
12.1 Care Instructions
- Items must be handled according to the care instructions provided at the time of purchase.
- Damage caused by improper care, misuse, or alterations may void eligibility for returns or exchanges.
12.2 Responsibility for Returns
- Customers are responsible for securely packaging items to prevent damage during transit.
- Mekhann is not liable for items lost or damaged during return shipping.
12.3 Responsibility for Damaged Returns
Mekhann is not responsible for return items that are damaged due to insufficient packaging during return shipping. To ensure a successful return, customers must securely package items to prevent transit damage.
If a returned item is received damaged, Mekhann reserves the right to refuse the return or issue only a partial refund
12.4 Return Abuse & Account Restrictions
Mekhann actively monitors return patterns to prevent policy abuse. Customers who exhibit excessive returns, fraudulent claims, or repeated violations of our return policy may have their account flagged, restricted, or permanently banned from future purchases.
Mekhann reserves the right to refuse returns from customers engaging in abuse.
FAQ on Returns and Exchanges
Visit our FAQ page for quick answers to common questions about Mekhann’s return and exchange process. Whether you’re curious about timelines, international returns, or specific requirements, this section offers clear guidance to ensure a hassle-free experience.
Contact Us
We are dedicated to providing outstanding customer support. For any questions, assistance with your order, or additional information, please reach out to us through the following channels:
Live Chat
Visit www.mekhann.co.uk to live chat with our customer care team in real-time. Available during business hours for quick assistance with any inquiries.
Email Support
Reach out to us at store@mekhann.co.uk for detailed support. We aim to respond within 24 hours.
Phone Support
Call us at +44 020 7584 9490 during the following hours:
Monday-Saturday: 9 AM - 6 PM
Sunday: 12 PM - 5 PM