13.1 You have 14 days from the delivery date to change your mind and cancel your order. This does not apply to perishable products, bespoke or personalised products, items with hazardous materials, flammable liquids, or gases, or any products that have a protective or hygiene seal (e.g., underwear, beauty products, pierced jewellery, DVDs, video games, etc) if that seal has been broken.
13.2 To cancel your order, or to contact us for any returns query please email us at supporterrelations@mind.org.uk To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.
13.3 If you have already received your order, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you or until you have provided us with evidence that you have sent the products back (whichever is earlier).
13.4 To be eligible for a refund, products must be returned to us in a new and unused condition with tags, and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics, and functioning of the products. You are responsible for the products while they are in your possession.
13.5 Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us. To start a return, you can contact us at supporterrelations@mind.org.uk or using the return slips in your delivery package. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
13.6 We will provide you with a full refund (including basic delivery charges) as soon as possible. If you cancelled before you received any products, we will issue the after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the products back.
13.7 We will issue your refund to the same payment method you used when you placed your order.
13.8 We cannot offer returns on sale items or gift cards.
