Refund policy
Last updated: 23 August 2026
We want you to feel confident when ordering from Mamutino. We accept eligible returns within 30 days of delivery and aim to make the process clear and straightforward.
This policy applies to purchases made directly through mamutino.co.uk and does not affect your statutory rights under UK consumer law.
1. 30-Day Returns
Yes — we accept eligible returns within 30 days of delivery.
If you change your mind, please contact us at contact@mamutino.co.uk within 30 days of receiving your order.
For change-of-mind returns, items should be unused, in their original condition and suitable for resale. Please include the original packaging, tags and inserts where reasonably possible.
We recommend contacting us before sending anything back so we can provide the correct return address and instructions.
2. Your Statutory Cancellation Rights
For most goods purchased online, UK consumer law gives you the right to tell us that you wish to cancel your order within 14 days of receiving it, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
When you exercise this statutory cancellation right, we will refund the price paid for the returned goods and the cost of our standard delivery option, where applicable.
If you selected a more expensive delivery service, such as an express option, we are only required to refund the equivalent cost of our standard delivery service.
3. Returns Between 15 and 30 Days
Our 30-day returns policy gives you additional time beyond the standard statutory cancellation period.
For eligible change-of-mind returns requested after the statutory cancellation period but within 30 days of delivery, we will refund the purchase price of the returned item.
Original delivery charges are not normally refunded for these additional goodwill returns.
4. Return Postage
For change-of-mind returns, the customer is normally responsible for the cost of returning the goods to us.
If an item is faulty, damaged, incorrect or not as described, we will deal with the return separately and will not expect you to pay reasonable return costs where we are responsible for the problem.
Please contact us before returning an item so we can provide the appropriate instructions.
5. Condition of Returned Goods
You may inspect an item in the same way you reasonably would when examining it before purchase.
For statutory cancellations, we may make an appropriate deduction from the refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Our additional 30-day goodwill return period applies to products that remain unused and in a condition suitable for resale.
6. Refunds
Once your return has been received, we will inspect it and confirm the outcome by email.
Approved refunds will be issued to the original payment method. We aim to process refunds promptly, normally within 3–5 working days after the return has been inspected.
Where statutory cancellation rights apply, refunds will always be processed within the timeframe required by UK law.
Your bank or payment provider may take additional time to show the refund in your account after it has been issued.
7. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at contact@mamutino.co.uk.
Please include your order number and, where useful, clear photographs of the item and packaging. This helps us understand the issue and resolve it quickly.
Depending on the circumstances and your statutory rights, the appropriate solution may include a refund, repair or replacement.
Faulty or incorrectly supplied goods are handled separately from our change-of-mind returns policy. Your statutory rights are not limited by our 30-day voluntary return period.
8. Delayed or Missing Parcels
If tracking shows that your parcel has been delivered but you cannot find it, please first check any safe places around the property and with other members of your household or neighbours where appropriate.
If the parcel still cannot be located, contact us promptly at contact@mamutino.co.uk with your order number and we will investigate the delivery with Royal Mail.
If you notice an error in your delivery address after placing an order, please contact us as soon as possible. We may be able to correct it before dispatch, but changes cannot always be made once the parcel has entered the delivery network.
9. Return Address
Please contact us before returning an item. We will provide the correct return address and return instructions by email.
Our registered office shown below is provided for company and legal correspondence and is not our customer returns facility or a physical shop.
10. Need Help?
If you have any questions about a return or refund, email us at contact@mamutino.co.uk.
We aim to handle every request fairly, clearly and as quickly as possible.
Nothing in this policy affects your statutory rights.
MKT PARTNERS LTD trading as Mamutino
Company No. 16641208
Registered office: 2 Amber Court, Marischal Road, London SE13 5LG, United Kingdom
Please note: this is our registered office and is not a returns facility or physical store.