MIDU Customer Care
Return & Refund Policy
This policy explains how MIDU Commerce LLC handles cancellations, returns, refunds, exchanges, faulty products and delivery-related issues for orders placed through midu.uk.
Your cancellation and return rights
If applicable consumer law gives you a right to cancel an online purchase without providing a reason, you may notify MIDU Commerce LLC within 14 days after the day on which you, or a person nominated by you, receives the goods.
After notifying us of an eligible cancellation, you should normally return the goods within the following 14 days. These time periods apply only where required by applicable law or expressly offered by us and do not limit any mandatory consumer rights available in your country or region.
How to request a return
To request a return, contact us at support@midu.uk and provide your order number, checkout email, the product you wish to return, and a brief explanation of the request. For damaged, faulty or incorrect products, please also include clear photographs.
Email support@midu.uk with your order number, checkout email and return request.
Wait for return approval, return instructions and the correct return address before sending the product.
Pack the product securely with all original accessories, tags, protective materials, packaging and documents where applicable.
After the return is received and inspected, we will confirm whether a refund, exchange or other resolution is available.
Condition of returned products
Returned products must be in a condition consistent with reasonable inspection. You may examine a product only to the extent reasonably necessary to confirm its nature, characteristics, appearance, size and basic function.
Footwear should be tried on indoors on a clean surface and must not show outdoor wear, sole damage, heavy creasing, stains or odours. Handbags, watches, jewellery and accessories should be unused and returned with all tags, protective films, straps, boxes, dust bags, manuals, certificates and included accessories where originally supplied.
Where permitted by law, we may reduce or refuse a refund if a product has been worn, used, damaged, altered, cleaned, repaired, engraved, resized, missing parts or handled beyond what was reasonably necessary to inspect it.
Products that may not qualify for change-of-mind returns
Some products may only be returnable if they are faulty, damaged, incorrect or not as described. Any exclusion remains subject to mandatory consumer rights under applicable law.
Personalised products
Products made to your specifications, engraved, resized, customised or clearly personalised for you.
Sealed hygiene-sensitive goods
Sealed products that are not suitable for return for health or hygiene reasons after the seal has been opened.
Worn or altered products
Products worn or used beyond reasonable inspection, damaged after delivery, altered, cleaned or returned with important parts missing.
Product-specific exceptions
Products subject to a lawful exception or special return condition clearly disclosed on the product page before purchase.
Refund processing and timing
Once an eligible return has been received and inspected, we will notify you whether the refund has been approved. Where applicable law requires it, refunds will be processed without undue delay and normally within 14 days after we receive the returned goods or acceptable evidence that they have been sent back.
Approved refunds are normally issued to the original payment method used for the order. We cannot usually send a refund to a different card, bank account or person. Your bank, card issuer, PayPal, Stripe or other payment provider may require additional processing time before the funds appear in your account.
Processing times shown in this policy refer to the time required for us to initiate an approved refund and do not include any additional time required by your payment provider.
Delivery charges, duties and return costs
Where applicable law requires us to refund the original standard delivery charge following an eligible cancellation, we will refund the cost of the least expensive standard delivery method offered for the order. Additional charges paid for express, premium or upgraded delivery may not be refundable.
Unless a product is faulty, damaged, incorrect or not as described, you are normally responsible for arranging and paying the return shipping cost. We recommend using a tracked service and retaining proof of postage until the return and refund have been completed.
Customs duties, import taxes, brokerage charges, payment conversion costs and other third-party fees are not normally refundable by MIDU Commerce LLC unless required by applicable law or expressly collected and refunded by us.
Faulty, damaged or incorrect products
If you receive a product that is faulty, damaged in transit, incorrect or materially different from its description, contact us as soon as reasonably possible with your order number, checkout email and clear photographs of the product, packaging and shipping label.
Please retain the product and all packaging while the issue is reviewed. Depending on the circumstances, available stock and your legal rights, we may offer troubleshooting, repair, replacement, a partial refund, a full refund or another appropriate resolution.
Where we confirm that the product was faulty, damaged, incorrect or not as described, MIDU Commerce LLC will provide appropriate return instructions and will cover reasonable authorised return costs where required.
Exchanges and return addresses
Exchanges may be available depending on product type, condition, size, colour and stock availability. If the requested replacement is unavailable, we may offer an alternative product, issue an eligible refund or ask you to place a new order.
Do not return products without approval. The principal business address of MIDU Commerce LLC is not automatically a warehouse or customer return facility. Products sent to an unauthorised address may be delayed, refused or lost, and we may be unable to process the return.
Request return support
Email MIDU Commerce LLC with your order number, checkout email and return details. Please wait for approval and the correct return address before sending any product back.
