Returns Policy
Returns & Refunds
Straightforward returns with our 30-day returns policy.
At Mystatic International Ltd, we want you to be completely satisfied with your purchase.
If you've ordered the wrong product, changed your mind or no longer require an item, we offer a straightforward 30-day returns policy on eligible goods.
We've made requesting a return easier with our online Product Return Form.
Simply complete the form with your order information and details of the products you wish to return.
Need to Return an Item?
Complete our online Product Return Form to submit your return request.
Please have your order number and product information available.
Complete Product Return Form →
You can submit requests for unwanted, faulty, damaged or incorrect products.
1. Our 30-Day Returns Policy
We offer customers 30 days from the date they receive their goods to request a return for eligible products.
Change of Mind
Request a return within 30 days of delivery.
Return Postage
For unwanted or incorrectly ordered products.
Refunds
Refunds processed within the applicable timeframe.
Changed Your Mind? No Problem.
If you've purchased an item and no longer require it, you can request a return within 30 days of receiving your order.
For our voluntary returns offer, products should be unused, complete and in a resaleable condition.
Your statutory consumer rights remain unaffected.
Conditions for 30-Day Returns
For returns under our voluntary 30-day change-of-mind policy, the following conditions apply:
- You must notify us within 30 days of receiving your goods.
- Goods should be returned within 14 days of notifying us.
- Products must be unused and in a resaleable condition.
- All original components and accessories must be included.
- Original packaging should be included wherever available.
- Goods must be securely packaged for transportation.
These conditions apply to our additional voluntary returns offer and do not override statutory cancellation rights.
Your Legal Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing most goods online have the right to cancel within 14 days after receiving their order.
You do not need to provide a reason for exercising this right.
You then have a further 14 days to return the goods after notifying us of your cancellation.
Customers may inspect products as they reasonably would in a shop.
Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, a lawful deduction may be made for any resulting reduction in value.
Our 30-day policy provides an additional opportunity to return eligible goods beyond the statutory cancellation period.
2. How to Return an Item
We recommend using our online Product Return Form to request a return.
The form helps us identify your order and understand the reason for your return, making it easier to process your request.
Complete the Product Return Form
Visit our online returns page using the button below.
Please provide your order details and information about the product you wish to return.
Where relevant, explain whether the item is unwanted, faulty, damaged or incorrect.
You do not need to give a reason when exercising your statutory right to cancel an eligible online purchase.
Submit Your Return Request
Once you've completed the form, submit it through our website.
Please ensure the information you provide is accurate so we can identify your purchase.
If your item is faulty, damaged or incorrect, include a description of the issue.
For large, heavy, damaged or faulty goods, please await suitable return instructions before arranging transport.
Package Your Return
Carefully package your goods to prevent damage during transportation.
For voluntary change-of-mind returns outside the statutory cancellation period, please ensure products are unused, complete and suitably packaged.
Include your order number or proof of purchase with the return.
We recommend using a tracked delivery service and retaining proof of postage.
Send Your Return
For standard change-of-mind returns, please send your goods to:
Returns Department
Unit 5, Old Thorntree Farm
Ravenstone Road
Heather
Leicestershire
LE67 2QJ
United Kingdom
Please include your order number inside the package.
Customers are responsible for the direct cost of returning unwanted goods, unless otherwise agreed or required by law.
For bulky, palletised, faulty or damaged goods, please use the appropriate return arrangements.
Receive Your Refund
Once your return has been received, we will assess it under the applicable returns conditions.
Eligible refunds will normally be issued to your original payment method.
For statutory cancellations, refunds will be made within the applicable legal deadlines.
Alternative Ways to Notify Us
Our online Product Return Form is the preferred way to request a return.
However, you are not required to use the form to exercise your statutory cancellation rights.
You may also notify us by sending a clear cancellation statement to:
A statutory cancellation takes effect when you communicate your decision to cancel within the applicable cancellation period. You do not need to wait for our approval.
3. Faulty, Damaged or Incorrect Goods
If your item is faulty, damaged or not as described, your statutory rights are separate from our 30-day change-of-mind returns offer.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Your Rights When Goods Are Faulty
| Time Since Delivery | Your Consumer Rights |
|---|---|
| Within 30 Days | You will normally have the short-term right to reject faulty goods and obtain a full refund. |
| After 30 Days, Within 6 Months | You will generally be entitled to a repair or replacement in the first instance. If this is unsuccessful or cannot be provided as required by law, you may be entitled to a refund or price reduction. |
| After 6 Months | You may still have statutory rights. You may need to show that the fault was present when the goods were supplied. |
These are general guidelines. Your legal rights depend on the circumstances and applicable legislation.
Consumer claims may remain possible for up to six years in England and Wales or five years in Scotland, depending on the circumstances.
How to Report a Faulty Product
Please complete our Product Return Form and provide details of the fault.
Where possible, include photographs showing the problem.
Alternatively, you may contact us by email.
Damaged Deliveries
If your goods arrive damaged, please let us know as soon as reasonably possible.
Please provide your order number and photographs where available.
Prompt reporting helps us investigate damage with the delivery company.
Your statutory rights are not lost simply because damage was not reported within an arbitrary short period.
Incorrect Products
If we have sent the wrong product, please complete our Product Return Form or contact our customer service team.
We will arrange an appropriate remedy, including replacement or refund where required.
Return Postage for Faulty Goods
Where goods do not conform to the contract, we will meet reasonable return costs where required under consumer law.
We may arrange collection, provide a returns label or reimburse reasonable return postage.
For particularly large or heavy goods, please contact us through the returns process before arranging specialist transport.
4. Refunds & Return Postage
How Long Do Refunds Take?
For statutory cancellations, refunds will be made without undue delay.
Where goods are returned, we will refund you within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever occurs first.
For returns accepted under our additional 30-day voluntary offer, refunds will normally be processed within 14 days of receiving the returned goods.
Will My Original Delivery Charge Be Refunded?
If you cancel an entire eligible online order during the statutory cancellation period, we will refund the basic original delivery charge.
If you selected an enhanced delivery service, such as Next Working Day delivery, we are not required to refund the additional amount above the least expensive standard delivery service.
For voluntary change-of-mind returns requested after the statutory cancellation period, the original delivery charge is not normally refunded.
Your rights may be different where goods are faulty, incorrect or not as described.
Who Pays Return Postage?
For unwanted goods or incorrectly ordered products, customers are normally responsible for return postage.
The cost of returning goods depends on their size, weight and transport requirements.
Large or palletised products may require specialist return transport.
For faulty or incorrect goods, Mystatic will cover reasonable return costs where required by law.
How Are Refunds Issued?
Refunds will normally be issued using the original payment method.
For statutory cancellations, we will not charge a refund administration fee.
The time taken for funds to appear in your account may depend on your payment provider.
What Happens After 30 Days?
Our additional voluntary returns offer applies where eligible customers request a return within 30 days of receiving their goods.
Change-of-mind return requests outside this period may be considered at our discretion.
This does not affect statutory rights relating to faulty or misdescribed goods.
5. Returns Conditions & Exclusions
Our voluntary 30-day returns offer is subject to the following conditions.
Custom-Made & Personalised Products
Goods made to a customer's specifications or clearly personalised are generally excluded from statutory change-of-mind rights and our voluntary returns offer.
A product is not automatically excluded simply because it was specially ordered from a supplier.
Your statutory rights remain unaffected where goods are faulty or not as described.
Used or Installed Products
Products that have been installed, used or damaged may not qualify for our voluntary change-of-mind returns offer.
During the statutory cancellation period, customers may inspect products as reasonably necessary to establish their nature, characteristics and functioning.
A lawful deduction may be made for diminished value caused by excessive handling.
Faulty-goods rights remain unaffected.
Sealed Hygiene Products
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons may be excluded from change-of-mind cancellation once unsealed.
This exclusion only applies where the relevant legal conditions are met.
Incomplete or Damaged Returns
Under our additional voluntary returns offer, goods must be complete, unused and in resaleable condition.
Returns may be refused where the voluntary conditions are not satisfied.
For statutory cancellations, any deductions will be limited to those permitted by law.
Trade & Business Customers
The statutory consumer cancellation rights described in this policy apply to consumer purchases.
Purchases made for business purposes may be subject to different contractual terms.
Nothing in this policy excludes rights that cannot lawfully be excluded.
International Returns
Customers returning unwanted goods from outside the United Kingdom are responsible for arranging and paying return transport, unless otherwise agreed or required by applicable law.
Customers should ensure appropriate customs documentation is used where necessary.
Mandatory consumer rights under applicable law remain unaffected.
6. Frequently Asked Questions
How do I request a return?
The easiest way to request a return is to complete our online Product Return Form.
Complete Product Return Form →
Please provide your order number and product details.
You may also exercise statutory cancellation rights by emailing us or making another clear cancellation statement.
Do I have to complete the Product Return Form?
We recommend using the Product Return Form because it helps us identify your order and process your request efficiently.
However, the online form is not compulsory when exercising statutory cancellation rights.
You can also notify us by emailing sales@mystatic.co.uk.
How long do I have to return an item?
You have 30 days from receiving your goods to request a voluntary return for eligible items.
Please return the goods within 14 days of notifying us.
Can I return an item because I ordered the wrong product?
Yes. Eligible goods can be returned under our 30-day returns offer.
You will normally be responsible for the cost of return postage.
Do I need the original packaging?
For our voluntary returns offer, we ask that goods are returned with original packaging where available.
During the statutory cancellation period, the absence of original packaging does not automatically remove your cancellation rights.
All goods should be packaged securely.
Can I return an installed product?
Installed or used goods may not qualify under our voluntary change-of-mind returns offer.
Statutory cancellation rights and any lawful deductions may still apply where relevant.
Faulty products are handled separately under statutory consumer rights.
Who pays for return delivery?
Customers normally pay for returning unwanted goods.
Where goods are faulty or incorrect, we will meet reasonable return costs where legally required.
How long does a refund take?
For statutory cancellations, refunds will be made within the applicable legal deadline.
For returned goods, this is generally within 14 days of receiving the goods back or evidence of their return, whichever occurs first.
For additional voluntary returns, refunds are normally processed within 14 days of receiving the returned goods.
What if my product becomes faulty after 30 days?
Your statutory rights are not limited to our 30-day returns offer.
Depending on the circumstances, you may be entitled to repair, replacement, price reduction or refund.
Can I return a specially ordered product?
A product is not automatically excluded from cancellation simply because it was ordered from a supplier.
However, goods genuinely made to your specifications or personalised may be excluded from change-of-mind returns.
Faulty-goods rights remain unaffected.
Where do I send my return?
Mystatic International Ltd
Returns Department
Unit 5, Old Thorntree Farm
Ravenstone Road
Heather
Leicestershire
LE67 2QJ
United Kingdom
Please include your order number in the package.
For bulky, damaged or faulty products, please use the appropriate return arrangements.
Can I exchange a product instead of receiving a refund?
If you've ordered the wrong product and require an alternative, please submit a request using our Product Return Form.
Exchanges for non-faulty goods are subject to product availability and our voluntary returns conditions.
Your statutory rights remain unaffected.
7. Your Statutory Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts or otherwise affects your statutory consumer rights.
These rights may arise under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable legislation.
We are under a legal obligation to supply goods that conform to the contract.
Where applicable law provides greater protection than this policy, your statutory rights take precedence.
For more information about consumer rights, please visit:
Ready to Start Your Return?
Complete our online Product Return Form to submit your request.
Please have your order number and product information available.
Our returns process covers unwanted, faulty, damaged and incorrect goods.