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Returns, Exchanges and Refunds

Effective Date: 26 September 2026

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Legal Disclaimer

This Refund Policy is provided for informational purposes only and reflects the practices of Mabel Green Studio. It is not intended as legal advice. For specific guidance regarding your rights or obligations under UK law—including the Consumer Contracts Regulations—please consult a qualified legal professional.

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1. Change of Mind Returns (30-Day Cancellation)

You can cancel standard product orders within 30 calendar days under the UK Consumer Contracts Regulations.

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  • Eligibility & Exemptions: Items must be unused and in original packaging. Custom items, specific hygiene products, and the £5 gift-wrapping fee are excluded.

  • Notification: Email hello@mabelgreenstudio.co.uk within the 30-day window with your order number.

  • Festive Season Extension: Orders placed between 1 November and 25 December benefit from an extended 37-day return window from the purchase date under standard conditions.

 

2. Product-Specific Return & Exchange Rules: Support Collars (FeliFeed® & CaniFeed®)​

Unworn collars in unblemished condition can be returned or exchanged (excluding custom sizes) after notifying us via email within 30 days of receipt with your order number and reason. For speed, you can order the correct size for immediate dispatch and receive a full refund upon our receipt of the original item, or opt for a direct exchange where postage terms and price differences apply.

 

3. Faulty Items & Manufacturing Defects

As per the UK Consumer Rights Act 2015, genuine defects reported to hello@mabelgreenstudio.co.uk with photos and descriptions qualify for remedies.

 

Support Collars (FeliFeed® & CaniFeed®)

  • Within 30 Days of Receipt: Full refund or free replacement for confirmed manufacturing defects, with all shipping costs covered.

  • 31 Days to 6 Months: Free replacement for structural manufacturing defects emerging in this window.

  • Exclusions: Wear and tear, accidental damage, and washing errors are not covered.

 

​Vintage, Pre-Loved, Handmade & Reworked Wear​

  • Honest Descriptions & Ageing: We thoroughly inspect every item and explicitly disclose all characteristics and imperfections in our product listings. Under UK law, any pre-existing flaw or natural ageing disclosed to you prior to purchase cannot be claimed as a fault.

  • Vintage Quality Standards: The Consumer Rights Act recognises that the "satisfactory quality" of a pre-owned item depends heavily on its age, description, and price. Natural wear, fading, softening of fabric, or the eventual weakening of original historical stitching/fasteners due to age are expected characteristics of vintage garments. These are classified as wear and tear, not manufacturing defects, and are not eligible for a refund.

  • Reworked Craftsmanship: If a fault specifically develops within 6 months due to our own reworking craftsmanship (such as a new panel or adjustment we stitched unravelling), we will offer to repair or replace it. If a unique item cannot be repaired or replaced, a full refund will be issued.

  • Loved Shirt Rework (Personalised Service):As a bespoke transformation service, Loved Shirt Rework cannot accept returns or refunds once work begins. Cancellations are accepted prior to payment or physical work starting, with quotes remaining valid for 30 calendar days. Statutory rights remain unaffected.

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4. Postage & Shipping Policies​

  • Customer Responsibility: Return postage costs are the responsibility of the customer unless the item arrives faulty/damaged, or your return qualifies under the 30-day change-of-mind cancellation window.

  • Standard Delivery Refund: If an item is faulty or cancelled under your 30-day cancellation rights, we will refund the original standard delivery cost. Upgraded delivery options—such as Royal Mail Special Next Day Guaranteed—are strictly non-refundable.

  • Proof of Postage: We highly recommend using a tracked or recorded delivery service for peace of mind, as we cannot process refunds for items lost in transit.

 

5. Refund Timelines & Payment Methods​

  • Processing Window: Once your return is received and inspected, a refund will be issued within 14 calendar days. You will receive an automated confirmation email. Once processed at our end, standard card payments typically take 3-5 business days to reach your account.

  • Original Payment Method: In line with UK anti-money laundering regulations, all refunds must be issued strictly to the original payment method used at checkout (Card, Apple Pay, Google Pay, PayPal). Mabel Green Studio does not have access to your bank details.

  • PayPal "Pay in 3": If you used this service, your refund is handled automatically by PayPal. They will adjust or cancel your instalment plan, refunding any paid instalments to your PayPal account and cancelling remaining balances.

  • Expired Cards & Switched Accounts: If your card has expired or you have switched banks via the Current Account Switch Service, your banking provider will automatically redirect the funds to your active account.

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6. Territorial Coverage​

This Refund Policy applies to all customers within the United Kingdom, including England, Wales, Scotland, and Northern Ireland.

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