Returns & Refunds Policy

We want you to feel confident when shopping with Mude. If your order is not suitable, our returns and refunds policy explains how we can assist, while maintaining hygiene and product standards.

Eligibility

You have 30 calendar days from the date of delivery to request a return. Returned items must be unused, in the same condition as received, and in their original packaging. A valid receipt or proof of purchase is required for all return requests.

Non-Returnable Items

Certain items cannot be returned. This includes custom or personalised products, wall panels, mattresses that have been unsealed or removed from their hygiene wrapping, and clearance or final sale items. If you are unsure, please check with us before opening or using the product.

How to Start a Return

To initiate a return, contact us by emailing Sales@Mude.co.uk or calling 020 4578 4111 with your order number and details of the item(s). Once your request is approved, we will issue a Return Authorisation Number and provide instructions on how to send the item(s) back. The item(s) must be securely packaged with all original parts, accessories and documentation.

Return Costs & Shipping

Unless your item is faulty or has been sent in error, you are responsible for the cost of returning the goods. We strongly recommend using a trackable courier service or purchasing shipping insurance, as we cannot accept responsibility for items that do not reach us.

Refunds

If you cancel an order before it has been delivered, your refund will usually be processed within 14 days of cancellation. Cancellations made more than 24 hours after placing the order may incur a 50% administration fee.

For items already delivered and returned due to a change of mind, refunds are typically processed within 14 working days of the item being received and inspected, with a 50% fee applied to cover delivery and collection charges.

For faulty or incorrect items, no return fee is applied for verified claims. If you choose a refund instead of an exchange in certain cases, standard charges may still apply depending on the circumstances. All refunds are issued back to the original payment method.

Partial Refunds & Exchanges

In some situations, a partial refund may be granted, for example where items are not in their original condition, are damaged, missing parts not due to our error, or returned outside the 30-day period. If you wish to exchange an item for the same product, please contact us to check availability and we will guide you through the process.

Defective or Damaged Items

If your order arrives damaged or defective, please call us on 020 4578 4111 or email Sales@Mude.co.uk as soon as possible including your order number, a description of the issue, and supporting photos. Our team will review and arrange an appropriate solution, which may include repair, replacement or refund.

Returns & Refunds Support

Find quick answers to the most common queries in our dedicated FAQs hub or for any further questions relating to returns, exchanges or refunds, please contact us on 020 4578 4111 or email Sales@Mude.co.uk.