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Refunds & Return

CAN I GET A REFUND?
We believe in our products. If you are not satisfied with any order you placed through mauarcher.co.uk, then you may request a refund within 14 days of the purchase date.

To request a refund email us at support@mauarcher.co.uk and in most cases, subject to our refund guidelines described below, these requests will be honored. Include your order number in the email subject line (order number starts with “MAUK#”) and a brief message for the reason you are requesting a refund. Please note that you are responsible for return shipping cost, shipping is non-refundable for international orders, duties and taxes are non-refundable. Items must be in new and unopened condition, should items arrive in used or open condition your refund will be denied.

PLEASE NOTE: We have a layer of plastic film, no returns for refunds after unpacking. We will process the refund after your returned item.

If your item arrives broken or defective and you would like a refund or exchange, please contact us at support@mauarcher.co.uk within 14 days of the purchase date and include your order number in the email subject line (order number starts with “MAUK#”), photo documentation of any reported damage or defect, if applicable, and we’ll take care of the rest.

If you are eligible for our return policy, please note that we would not afford the shipping cost of your return if for personal reasons’ return, and your return goods and package should be in a good condition.

Cancellation:
Customer can only request an order cancellation before the package shipped. Once the item is shipped, a 10% restocking fee will be applied. Please note that a 5% processing fee for order cancellation will be charged if the items have not shipped.

Please note that, due to hygienic reasons, we are unable to accept returns of used brush heads. However, we do include a set of new brush heads with every MauArcher toothbrush kit, so you can continue to experience the benefits of sonic brushing while you decide whether or not the MauArcher is the right toothbrush for you.

Please note that we do not offer returns or refunds for our gift cards.

We kindly ask you do not post a return to us without contacting us first.

If you have any questions or need assistance with your return, don't hesitate to reach out to us through the contact information provided on our website. We're here to help!

HOW SHOULD I PACKAGE MY RETURN?
Please use a cardboard box to ship your return and include one paper of your order ID inside the package. Fill up any excess space in your package using packing peanuts/bubble wrap to ensure that your item is not damaged while in transit to us. Items that are returned damaged due to poor packaging will not be eligible for a refund.

HOW LONG DOES IT TAKE TO PROCESS A REFUND?
You will receive an email confirming your refund or will be contacted by one of our Customer Care representatives within 48 hours after we receive your email. 

Refunds will either issued to your credit card company or bank depending on your method of payment.  Refunds may take up to 10 business days to process. Please contact your bank or credit card company regarding the status of your refund, it may take some time before your refund is officially posted.  If you still have not received your refund, please contact us at support@mauarcher.co.uk. 

DOES MAUARCHER PROVIDE RETURN LABELS?
We do not provide shipping labels for returns nor do we cover the cost for domestic or international returns except specific situations.

WHY DID I NOT RECEIVE A FULL REFUND?
Shipping fees for all orders are nonrefundable, please note that we may deduct it from your refunds. There are also some certain situations where only partial refunds are granted.

The customer provides the wrong delivery address or The customer refuses to accept the package due to non-quality issues or does not want the package, extra £25-30 will be charged for the cost of shipping.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.