RETURNS AND REFUNDS POLICY

We hope that you’re satisfied with your purchase from Manor and Mutt, but in the rare event that you’d like to send it back, please take the time to read this returns policy and follow the instructions for returning your item. You (the customer) should notify Manor and Mutt of your intention to return the item(s) within 7 calendar days of its/their receipt, by filling in the returns/exchange form that can be found on our website (on returns page), or if preferred via email. You will then be advised of the returns authorisation number (RAN) and return postal address. You should ensure returns are received by us within 7 calendar days of receiving the RAN, including the completed returns document in the package. To be eligible for a refund the products must be unused and in the same condition that they were received. All original packaging, labels, tags and any protective coverings must be intact, not having been removed from the item(s). Once the return has been received by Manor and Mutt in as new condition, a refund of the product purchase price (excluding P&P) will be issued within 14 days. Please note that gift cards, personalised items and bespoke orders are all exempt from returns/refunds/exchange.

Sending your goods back to us:

The customer is totally responsible for ensuring that goods are returned to Manor and Mutt safely and to the correct address whether for exchange or refund. With this in mind it is suggested that you return the items back via a secure postal method that includes tracking and insurance so that proof of postage/signed for can be obtained. In the event that Manor and Mutt do not receive an item we are not liable for loss or damage in transit, this is the responsibility of the customer. Postage costs are absorbed by the customer for any items sent back for return or exchange.

Exchanges:

As with a return, if you wish to exchange an item, you must first complete the exchange form on our website, or email us to express your wish to do so. On our issuing of your RAN please also fill in the details on the returns document enclosed and send the form back to us with the items to be exchanged. Once the originally ordered items are received we shall notify you to confirm the exchange has been processed. If there is a deficit then the balance will be required before we send out your exchanged items. If there is a surplus then please allow up to 14 days for the credit to reach your original choice of payment method.

Faulty Items: 

If upon receipt a product is faulty or damaged please let us know via email within 24 hours including an image of the fault noted and upon investigation of the issue, if agreed that the item is indeed carrying fault, we will arrange collection of the item and deliver a replacement within 7 calendar days, providing that the item is in stock and available. If for any reason this is not possible will will bring this to your attention as soon as possible via email or telephone and agree a satisfactory outcome which may be a longer than usual wait for the replacement item, selection of a suitable alternative, or a refund.