Refund policy

Refund & Returns Policy

Last updated: 14/09/2026

At Mnotho Home, we want you to be happy with your purchase. If something is not right, please contact us and we will work with you to resolve the issue fairly and in accordance with applicable consumer protection laws.

This Refund & Returns Policy applies to purchases made through our online store and should be read together with our Terms of Service and Privacy Policy.

Nothing in this policy limits, excludes, or overrides any rights you may have under applicable consumer protection law.

1. Damaged, Defective, Incorrect, or Misdescribed Items

If your order arrives damaged, defective, materially different from the product description, or you receive the wrong item, please contact us as soon as reasonably possible.

To help us resolve the issue efficiently, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos of the item and packaging, where applicable

  • Any relevant delivery or shipping information

Depending on the circumstances and applicable law, we may offer:

  • A replacement

  • A repair, where appropriate

  • A partial refund

  • A full refund

  • Another legally appropriate remedy

We will not require you to accept store credit instead of a refund where applicable law requires a monetary refund.

For items damaged in transit, please notify us promptly after delivery so that we can investigate the matter with the relevant carrier. However, any statutory rights you may have remain unaffected.

2. United Kingdom Customers — Statutory Cancellation Rights

If you are a consumer purchasing from the United Kingdom, you generally have the right to cancel your order for most online purchases without giving a reason.

You may notify us of your decision to cancel within 14 days from the day after you receive your goods.

After notifying us, you generally have a further 14 days to return the goods.

Where applicable, refunds will be issued in accordance with applicable U.K. consumer protection legislation.

Unless otherwise required by law:

  • Goods must be returned without undue delay

  • Customers may be responsible for the direct cost of returning goods when the law permits this and we have properly informed them of that responsibility

  • We may make a lawful deduction from a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning

  • We will refund the cost of standard delivery where required by law

  • Any additional premium delivery charge selected by the customer may not be refundable beyond the cost of the least expensive standard delivery option offered

Certain products may be exempt from cancellation rights where permitted by law, including certain personalized, bespoke, or made-to-order goods. Such exclusions will not apply where prohibited by applicable law.

3. United States Customers — Returns

For customers in the United States, our voluntary return policy is as follows:

Unless a different period is stated on the relevant product page, customers may request a return within [30] days of delivery for eligible products.

To qualify for a voluntary change-of-mind return, items must generally:

  • Be unused

  • Be in their original condition

  • Be adequately packaged

  • Include original accessories and components

  • Not have been damaged after delivery through misuse, neglect, improper assembly, or improper handling

We reserve the right to refuse voluntary returns that do not meet these conditions, except where applicable law requires otherwise.

This voluntary return policy does not affect rights relating to defective, damaged, incorrectly supplied, or misdescribed goods.

4. Return Shipping Costs

Damaged, defective, incorrect, or misdescribed items

Where we are responsible for the issue, we will provide an appropriate remedy in accordance with applicable law and may arrange or reimburse reasonable return shipping costs where required.

Change-of-mind returns

For voluntary change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law and where this responsibility has been disclosed before purchase.

For bulky, oversized, freight, or furniture items, return shipping costs may be substantial. Where applicable, we will provide the customer with the relevant return instructions and any known estimated return costs before the return is arranged.

We do not charge undisclosed return fees.

5. Furniture, Oversized, Freight, and Bulky Items

Because furniture and homeware products may be large, heavy, fragile, or shipped by freight, customers should inspect deliveries promptly.

Customers should:

  • Check the external packaging upon delivery

  • Photograph visible damage before unpacking where possible

  • Retain packaging until the item has been inspected

  • Report transit damage promptly

  • Avoid assembling or modifying an item if it appears damaged or defective

Failure to retain original packaging does not automatically remove any statutory rights you may have. However, appropriate packaging may be necessary to safely transport a returned item.

Where a return is permitted, we may provide specific return instructions based on the item's size, weight, condition, and shipping requirements.

6. Non-Returnable or Restricted Items

Where permitted by applicable law, certain products may not be eligible for voluntary change-of-mind returns, including:

  • Personalized or customized products

  • Bespoke or made-to-order products

  • Products manufactured specifically to a customer's specifications

  • Products that cannot reasonably be resold for hygiene, safety, or other lawful reasons

  • Products clearly identified as non-returnable before purchase

These exclusions do not apply to goods that are faulty, defective, incorrectly supplied, misdescribed, or otherwise subject to mandatory consumer remedies.

7. Return Authorization

Customers must contact us before sending an item back.

Unauthorized returns may be delayed because we may be unable to identify the order or determine the appropriate return process.

We will provide return instructions where a return is approved or legally required.

Please do not send items to the address shown on our shipping label or payment confirmation unless we have specifically instructed you to do so.

8. Refund Processing

Once an eligible return has been received and assessed, we will process the applicable refund within the timeframe required by applicable law.

Refunds will generally be issued to the original payment method used for the purchase.

Depending on the payment provider, bank, or card issuer, the time it takes for the refund to appear in your account may vary.

We are not responsible for delays caused solely by a customer's bank, card issuer, payment provider, or financial institution after the refund has been processed by us.

9. Partial Refunds and Deductions

Where permitted by applicable law, a partial refund or lawful deduction may apply where:

  • An item has been used beyond what is reasonably necessary to inspect it

  • The item has been damaged after delivery

  • Components or accessories are missing

  • The item is returned in a materially diminished condition

  • A lawful deduction is permitted under the applicable consumer protection framework

We will not make deductions that are prohibited by applicable law.

10. Exchanges

Where available, exchanges may be offered at our discretion or where required by applicable law.

An exchange may be subject to product availability.

If the requested replacement is unavailable, we may offer an alternative legally appropriate remedy, including a refund where required.

11. Late, Lost, or Undelivered Orders

If your order has not arrived within the applicable estimated delivery period, please contact us so that we can investigate.

Where an order is confirmed lost, materially delayed, or otherwise subject to a legally required remedy, we will work with the relevant carrier and provide an appropriate resolution in accordance with applicable law.

Customers should not assume that a tracking scan automatically means an order has been successfully delivered.

12. How to Request a Return or Refund

Please contact us at:

Email: info@mnothohome.com

Include:

  • Full name

  • Order number

  • Product name

  • Reason for the request

  • Photographs or supporting evidence where relevant

We aim to respond to return and refund requests within [2-5 business days].

13. Important Legal Notice

This policy is intended to explain our standard returns process. It does not restrict any mandatory rights available to consumers under applicable law.

Where the laws of your country, state, or region provide stronger consumer protections than those described here, those legal protections will apply.

Mnotho Home
Mnotho Home
support@mnothohome.com
https://www.mnothohome.com