# Returns and Refunds Policy
**Last updated: 23 October 2026**
At Mandrake Miniatures, we want you to be happy with your purchase. If you need to cancel an order, return an item or report a problem, please contact us using the details below.
This policy does not affect your statutory rights under UK consumer law.
## 1. Cancelling an Order
For most online purchases, UK consumers have the right to cancel their order within 14 days of receiving the goods, without giving a reason.
To exercise this right, please email mandrakeminiatures@gmail.com within 14 days of receiving your order and clearly state that you wish to cancel.
After notifying us, you normally have a further 14 days to return the goods.
Certain exceptions apply under consumer law, including some goods made to the customer's specifications or clearly personalised items.
## 2. Returning an Item
Please contact us before returning an item so we can explain the return procedure.
Unless an item is faulty, damaged or incorrectly supplied:
- Items should be returned in a condition consistent with the inspection a customer would reasonably carry out in a shop.
- Customers are responsible for the direct cost of returning goods when exercising their cancellation rights, unless we have agreed otherwise or the law requires otherwise.
- Please package the item securely to help prevent damage during return transit.
If returned goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from the refund where permitted by law.
## 3. Refunds for Cancelled Orders
Where you exercise your statutory right to cancel, we will refund the payments due under the applicable consumer cancellation rules.
For a full order cancellation, this normally includes the cost of the least expensive standard delivery option we offered. Any additional cost arising from choosing a more expensive delivery option may be excluded.
Refunds will be made without undue delay and normally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Refunds will normally be issued using the original payment method.
## 4. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or not as described, please contact mandrakeminiatures@gmail.com with your order number and a description of the problem. Photographs may help us assess the issue.
We will work with you to resolve the problem in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, refund or another remedy required by law.
We will not require you to pay return postage for faulty or incorrectly supplied goods where the law requires us to cover those costs.
Your statutory rights are not restricted by any time limit for contacting us stated in this policy.
## 5. Custom and Made-to-Order Items
Some products may be produced or assembled after an order is placed.
Being made to order does not automatically remove your statutory cancellation rights. Exceptions may apply to goods made to your specifications or clearly personalised for you, as provided by law.
Nothing in this policy excludes rights relating to faulty goods or goods that are not as described.
## 6. Contact Us
To request a cancellation, arrange a return or report a problem, contact:
**Mandrake Miniatures**
Email: mandrakeminiatures@gmail.com
Website: https://www.mandrakeminiatures.com
