1. Overview
This Refund and Returns Policy applies to all purchases made through the MistWorks UK online store. Our products are primarily sold to business customers (B2B) and are classified as industrial equipment. As such, statutory consumer returns rights (under the Consumer Contracts Regulations) do not typically apply.
2. Eligibility for Returns
We accept returns only in the event of a verified manufacturing defect or if the product is delivered in a damaged or non-functional state.
To be eligible for a return:
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You must contact us within 7 days of receipt of the goods.
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The product must be unused and in its original packaging.
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Photographic evidence of the damage or fault must be provided.
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Returns must be authorised by MistWorks UK in writing.
We reserve the right to inspect the returned item before approving any refund or replacement.
3. Non-Returnable Items
We do not accept returns for the following:
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Products damaged due to improper installation, misuse, or unauthorised modifications
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Any product used in a commercial setting and showing signs of wear
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Spare parts, filters, or consumables
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Customised orders or special imports arranged specifically for the customer
4. Refunds (if applicable)
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, a refund will be processed within 7 business days, minus any applicable restocking or handling fees. Refunds are issued via the original payment method.
5. Shipping Costs
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Shipping costs are non-refundable.
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The customer is responsible for the cost of return shipping unless the return is due to a confirmed defect or error on our part.
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If a replacement unit is issued, we will cover outbound shipping of the replacement item.
6. Contact for Returns
To initiate a return, please contact:
Email: info@mistworks.co.uk
Subject line: RETURN REQUEST – [Your Order Number]
We will respond with return instructions and shipping details.
7. Legal Compliance
This policy complies with UK commercial sale and goods legislation and does not affect any statutory rights afforded to customers under applicable law. MistWorks UK reserves the right to amend this policy at any time.
