Refund policy
At Mix Stores, we are committed to transparency, security and customer satisfaction. This Refunds and Returns Policy explains the conditions under which returns, replacements and refunds may be requested for purchases made through our online store.
By placing an order on our website, you confirm that you have read, understood and accepted the terms set out in this policy.
1. Guarantee
All products sold by Mix Stores are covered by a 15-working-day guarantee, starting from the date your order is delivered.
This guarantee applies only in the following circumstances:
● The product arrives with a manufacturing defect.
● The product is damaged during transit.
● The product received is different from the item ordered.
2. Requesting a Replacement or Refund
If your order meets one of the conditions above, you must contact us within the guarantee period by email:
Once we receive your request, our team will provide you with all the necessary instructions to proceed, including the steps required to assess your claim and, where applicable, arrange the return of the product.
3. Required Evidence
To assess your request, we may ask you to provide:
● Clear photographs of the product.
● Photographs of the packaging and shipping label, where possible.
Mix Stores may request additional photographs if the initial evidence is not sufficient to complete the assessment.
Requests submitted without sufficient evidence may be rejected.
4. Eligible Claims
Following our assessment, Mix Stores may, where applicable:
● Replace the product.
● Send a new product at no additional cost.
● Issue a full refund.
The appropriate resolution will be determined based on the circumstances of each individual case.
5. Claims Not Covered
Refunds or replacements will not be approved in the following circumstances:
● The customer selected the wrong colour, size, model or product variant.
● Improper or incorrect use of the product.
● Normal wear and tear resulting from regular use.
● Damage that occurred after delivery.
● Products that have been modified, damaged or used in a manner incompatible with their intended purpose.
● Requests submitted after the guarantee period has expired.
● An incorrect delivery address provided by the customer at the time of purchase.
● Delivery delays caused by courier companies, customs authorities or circumstances beyond the reasonable control of Mix Stores.
6. Assessment of Claims
All requests are reviewed by the Mix Stores team.
Claims will normally be assessed within 1 working day once we have received all the necessary information.
We reserve the right to reject any request that does not comply with the terms of this policy.
7. Refunds
If a refund is approved, it will be issued using the same payment method used for the original purchase.
Refunds are available for payments made by credit card, debit card and PayPal.
Once approved, refunds usually take between 10 and 15 working days to appear in your account, depending on your card issuer, financial institution or payment service provider.
Mix Stores has no control over the processing times applied by financial institutions once the refund has been issued.
8. Returning Products
In certain cases, the product may need to be returned before the claim can be finalised.
If a return is required, you will receive all the necessary instructions by email before sending the item back.
Where applicable, customers will be informed in advance of any procedure, cost or responsibility associated with the return process.
If a customer refuses delivery without a valid reason covered by this policy, any applicable return costs may be deducted from the refund amount.
9. Order Cancellation
Orders may only be cancelled before they have been processed for dispatch.
Once an order has been processed or dispatched, it can no longer be cancelled and this Refunds and Returns Policy will apply.
10. Contact
If you have any questions regarding this policy or wish to submit a request, you can contact us at: