Refund policy

Last updated: 11 August 2026

At Mind Matters, we want you to be happy with your purchase. If you change your mind about an order, receive an item that is faulty, or receive the wrong item, you have rights under UK consumer law.

This policy explains our returns and refunds process and does not affect your statutory rights.

1. Cancelling an Online Order

If you purchase from Mind Matters online, you generally have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have 14 days from the day after you receive your goods to tell us that you wish to cancel your contract. You do not have to provide a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods to us.

You can cancel your order by contacting us

Please include your order number and clearly state that you wish to cancel your order.

2. Condition of Returned Clothing

When exercising your statutory cancellation right, you are entitled to handle clothing to the extent necessary to establish its nature, characteristics and functionality, in the same way that you would reasonably be able to do in a shop.

For example, you may try on clothing to check the size and fit.

However, you may be responsible for any reduction in the value of an item caused by handling beyond what is reasonably necessary to inspect it.

We therefore recommend that returned clothing is:

Unworn except for reasonable inspection or trying on.
Unwashed.
Free from stains, makeup, perfume, deodorant, pet hair or other marks.
Returned with original tags and packaging where reasonably possible.

Please do not remove or damage labels unnecessarily.

3. Return Postage for Change-of-Mind Returns

Unless we have agreed otherwise, you are responsible for the direct cost of returning an item when you cancel your order because you have changed your mind.

We recommend using a tracked postal service and keeping proof of postage.

If an item is faulty, damaged, incorrectly supplied, or does not conform to your legal rights, different rules apply and we will cover reasonable return costs where appropriate.

4. Refunds for Cancelled Orders

When you validly cancel an online order, we will refund the payments you have made to us, including the cost of our standard delivery service.

If you selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option that we offered.

We will normally issue your refund within 14 days of the earliest of:

The day we receive the returned goods; or
The day you provide evidence that you have returned the goods.

We will refund you using the same payment method you originally used, unless we have agreed otherwise with you.

5. Faulty, Damaged or Incorrect Items

Your statutory rights are separate from our change-of-mind returns policy.

Under the Consumer Rights Act 2015, goods should be of satisfactory quality, fit for purpose and as described.

If you receive an item that is faulty, damaged, not as described, or otherwise does not meet your legal rights, please contact us as soon as possible.

Where appropriate, you may be entitled to a:

Repair;
Replacement;
Refund; or
Price reduction.

Your 30-Day Right to Reject

If goods are faulty or otherwise fail to meet the requirements of the Consumer Rights Act 2015, you may have a 30-day short-term right to reject the goods and receive a refund.

The 30-day period generally begins from the date you received the goods.

If you believe your item is faulty, please contact us with your order number and details of the problem. Photographs may be requested to help us assess the issue.

6. Faults Discovered After 30 Days

If a fault becomes apparent after the first 30 days, you may still have legal rights.

Depending on the circumstances, you may be entitled to a repair or replacement. If a repair or replacement is not possible, is unsuccessful, or would cause significant inconvenience, you may have the right to a refund or price reduction.

We will assess each case in accordance with your statutory rights.

7. Incorrect Items

If we have sent you the wrong item, please contact us as soon as possible.

We will arrange an appropriate resolution, which may include providing the correct item and arranging the return of the incorrect item at no reasonable cost to you.

8. Sale Items

Sale and discounted items have the same statutory consumer rights as full-price items.

A reduction in price does not remove your legal rights if an item is faulty, not as described, or otherwise does not conform to the requirements of UK consumer law.

9. Personalised or Made-to-Order Items

The statutory 14-day cancellation right does not generally apply to goods that are made to the consumer's specifications or clearly personalised, subject to the precise circumstances of the order.

This does not affect your rights if a personalised or made-to-order item is faulty, not as described, or otherwise fails to meet the requirements of consumer law.

10. Hygiene and Garments

For hygiene reasons, please ensure clothing is returned in an appropriate condition.

Where an item is sealed for hygiene reasons, the statutory cancellation right may not apply if the seal has been broken.

This does not remove your statutory rights in relation to faulty or incorrectly supplied goods.

11. Exchanges

We do not currently offer direct exchanges.

If you require a different size or colour, we may ask you to return the original item and place a new order.

This does not affect your statutory cancellation or consumer rights.

12. Items Lost or Damaged During Return

If you are responsible for returning an item because you have changed your mind, you remain responsible for the item until it reaches us.

We strongly recommend using a tracked delivery service and keeping your proof of postage.

Where an item is being returned because it is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can provide appropriate return instructions.

13. How to Start a Return

To start a return or notify us that you wish to cancel an order, contact us

Please provide:

Your name;
Order number;
The item(s) concerned; and
Whether you are cancelling because you have changed your mind or reporting a fault/problem.

We will then provide you with the relevant return instructions.

Please do not send returns to an address obtained from an old order or delivery label without contacting us first.

14. Your Statutory Rights

Nothing in this policy is intended to limit, exclude or replace your statutory rights under UK consumer law.

In particular, this policy does not affect rights you may have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision of this policy conflicts with your statutory rights, your statutory rights will take precedence.