Refund policy

Return and refund policy 
At MIZEMBA, we strive to provide high-quality products to our customers. Below is our return and refund policy, which complies with UK and EU consumer protection laws.

Right of Withdrawal (EU and UK) 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

• 14-Day Cooling-Off Period: For purchases made online, by phone, or by mail order, you have the right to cancel your order within 14 days of receiving your goods. You can return your purchase for any reason or no reason at all during this period.
• Notification and Return: You must notify us of your intention to return the goods within the 14-day period. Once notified, you have another 14 days to return the goods.
• Return Conditions: To return an item during the cooling-off period, it must be in its original condition, unused, and unworn. Please return items in their original packaging where possible.
• Refund: We will provide a full refund, including the cost of standard shipping, upon receiving the returned goods.

• 30-Day Right to Reject (UK): If your clothing is faulty, you have the right to reject it within 30 days of receiving it and request a full refund.
• 2-Year Guarantee (EU): For clothing purchased in the EU, you are entitled to a minimum 2-year guarantee. If your clothing is faulty within this period, you can request a repair, replacement, or refund.
• No Usage Requirement: Faulty goods can be returned regardless of whether they have been used or worn. We will provide a repair, replacement, or refund as required by law.

• Hygiene Seals: For items like swimwear or lingerie, hygiene seals must be intact for returns made during the cooling-off period.
• Custom or Personalised Items: Custom or personalised clothing cannot be returned unless faulty.

• Contact Us: Reach out to our customer service team via email address or phone number.
• Provide Details: Include your order number and a detailed description of your reason for return. We may also ask for an image of your item during this process.
• Return Process: We will guide you through the return process and provide a return merchandise authorisation (RMA) number if applicable.
• Important Notes
• Clear Communication: We clearly outline our return and refund policy on our website and in our terms and conditions to ensure transparency.
• Customer Awareness: It is the customer’s responsibility to understand our return and refund policy before making a purchase.

Personalised goods
All personalised goods are non-fundable. Personalised items will only be refunded or replaced if damaged in transit or faulty.