MichanDirect – Refunds, Returns & Cancellations Policy

Last updated: 1 October 2026

At MichanDirect, we want every customer to receive the product they ordered in the condition described. Our returns process is designed to ensure that requests are handled fairly, products are correctly identified and refunds are processed accurately.

This policy applies to purchases made directly through the MichanDirect website, subject to applicable consumer protection laws. Orders purchased through another retailer or marketplace may be subject to separate arrangements.

Nothing in this policy excludes, limits or overrides any statutory consumer rights that apply to your purchase.

1. Return eligibility and cancellation periods

Change-of-mind cancellations

For eligible online purchases delivered in the United Kingdom, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel your order. You do not need to provide a reason.

After notifying us of your cancellation, you must return the goods within a further 14 days.

Where an order contains multiple items delivered separately, the applicable cancellation period generally begins after receipt of the last item, in accordance with the relevant legal rules.

To notify us, email sales.michanstores@gmail.com with your order number and a clear statement that you wish to cancel your purchase. You may also use the cancellation form at the end of this policy.

Please contact us for return instructions so that your parcel can be directed to the correct address. You do not have to use our cancellation form, and an administrative return authorisation requirement will not remove your statutory cancellation rights.

For orders placed before this policy takes effect, the return terms applicable to the original purchase will apply. In particular, any existing 30-day return promise applicable to an earlier order will be honoured in accordance with those terms.

Returns outside the applicable period

After the statutory cancellation period or any applicable additional return period has expired, a change-of-mind return is not automatically accepted.

Faulty, damaged, unsafe, incorrectly supplied or misdescribed goods remain subject to applicable statutory rights, irrespective of any voluntary change-of-mind return window.

2. Information required for return requests

To help us identify your purchase and process your request correctly, please provide the following where applicable:

• Order number and the email address used at checkout.

• Product name, variant and SKU, where available.

• The item or items you wish to return.

• Relevant photographs or videos where these would help establish damage, a defect, missing components or an incorrect product.

• Details of any discrepancy between the goods received and the goods ordered.

You are not required to explain why you are exercising a statutory change-of-mind cancellation right.

For disputed product-condition, damage, delivery or incorrect-item claims, we may request reasonable supporting information and compare it with our order, supplier, dispatch and delivery records.

We will assess each request on its circumstances. Missing photographs or information that is not reasonably available will not automatically invalidate an otherwise legitimate statutory claim.

Please do not send a parcel to an unconfirmed address. Contact us for the appropriate return destination and instructions.

3. Condition of returned goods

For change-of-mind cancellations, you may handle and inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would be able to do in a shop.

Where possible, please return products with their original packaging, tags, manuals, accessories and other supplied components. These help us identify the product and process your return efficiently.

We may inspect returned goods to verify:

• That the item corresponds to the product supplied for the relevant order.

• Whether all relevant components and accessories are present.

• Whether the product shows evidence of use, wear, washing, installation, alteration or damage.

• Whether its condition is consistent with the reason given for the return.

If a customer handles goods beyond what is necessary for inspection and their value diminishes as a result, MichanDirect may make a proportionate deduction from an eligible cancellation refund where permitted by law.

Any deduction will be based on the actual circumstances and the evidence available.

Opened packaging, missing outer packaging or the absence of a return authorisation number will not, by themselves, automatically invalidate a statutory cancellation right.

Where goods are faulty or incorrectly supplied, we will assess the appropriate remedy under the customer's statutory rights rather than treating the issue as an ordinary change-of-mind return.

4. Return postage and associated costs

Change-of-mind returns

Customers are responsible for the direct cost of returning goods where this responsibility was disclosed before the purchase and applicable law permits it.

If we have agreed in writing to cover the return cost, we will honour that agreement.

Where we provide a prepaid return label, customers must follow the supplied instructions and retain proof of postage until the return has been resolved.

Faulty, damaged or incorrectly supplied goods

Where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract, MichanDirect will arrange or cover the applicable return costs as required by law.

We will not charge an arbitrary restocking fee or impose a return-label fee where doing so would conflict with the customer's statutory rights or an applicable agreement.

For international returns, customers should follow our instructions regarding the return carrier and customs documentation. Any allocation of return shipping, duties or taxes will be subject to the applicable contract and mandatory consumer protection rules.

5. Products excluded from change-of-mind cancellation

Certain products may be exempt from statutory change-of-mind cancellation rights where a specific legal exception applies. Depending on the product and circumstances, these can include:

• Goods made to the customer's specifications or clearly personalised.

• Goods liable to deteriorate or expire rapidly.

• Sealed goods unsuitable for return for health protection or hygiene reasons where the statutory exception applies and the seal has been broken after delivery.

• Sealed audio or video recordings or sealed computer software where the relevant statutory exception applies and the seal has been broken.

• Other goods or services falling within a specific statutory exception.

An exclusion will be applied only where the relevant legal requirements are satisfied.

Products marked as sale, clearance or final sale remain subject to applicable statutory rights. We will not use a product label or general non-returnable designation to remove rights that the law requires us to provide.

An exclusion from change-of-mind cancellation does not automatically remove a customer's rights concerning faulty, unsafe, damaged or misdescribed goods.

6. Faulty, damaged, incomplete or incorrect products

We want to resolve product issues fairly and efficiently.

If your product arrives damaged, defective, incomplete or different from the item described or ordered, please contact us as soon as reasonably possible.

Where relevant, we may ask for:

• Clear photographs of the item and the affected area.

• Photographs of the outer packaging and shipping label.

• Product labels, model numbers, SKUs or serial numbers, where available.

• Details of missing components or accessories.

• A description of the problem and when it was first noticed.

This information can help us establish what happened and determine the appropriate resolution. We may check the details against dispatch records, tracking information and supplier records.

Photographs are not an absolute prerequisite where they are unavailable or where insisting on them would improperly delay or prevent a statutory remedy.

Where a claim is disputed, we may investigate the available evidence before deciding the appropriate next step. We will not treat suspicion alone as proof of misconduct.

Depending on the circumstances and your legal rights, the appropriate remedy may include a refund, repair, replacement or price reduction.

Under UK consumer law, customers may have a short-term right to reject faulty goods within 30 days, subject to the applicable rules. Other remedies may apply after that period.

Requests to contact us promptly help us investigate and resolve issues. They do not impose a seven-day or other arbitrary deadline that removes statutory rights.

7. Inspection, inconsistent claims and fraud prevention

To protect customers and MichanDirect against incorrect or fraudulent transactions, returned goods may be checked against the original order and available fulfilment records.

We may investigate objectively supported discrepancies, including:

• A returned item that does not match the product supplied.

• Missing components or substituted products.

• Material inconsistencies between the stated reason for return and the condition of the goods.

• Duplicate refund requests relating to the same transaction.

• Evidence of parcel tampering or materially different return contents.

Where a discrepancy is identified, we may document it, request further information and review relevant order, dispatch and return records.

We reserve the right to dispute or decline a claim where the evidence establishes that a refund or other requested remedy is not legally due.

However, allegations of fraud will not be made without a reasonable basis, and legitimate statutory rights will not be denied merely because a customer has made previous returns or because a claim requires further investigation.

Any decision concerning a refund will be based on the relevant facts, the terms applicable to the purchase and the customer's statutory rights.

8. Refund processing and payment

We aim to handle eligible refunds promptly and communicate clearly throughout the process.

For a qualifying statutory cancellation, we will reimburse the customer without undue delay and within the applicable legal timeframe.

Where the law permits us to withhold reimbursement until a return is received or evidence of dispatch is supplied, we may do so until the goods are received or evidence that they have been sent back is provided, whichever occurs first.

Where the statutory cancellation rules apply, reimbursement must generally be made within 14 days of the earlier of receiving the returned goods or receiving evidence that the goods have been sent back.

Refunds will be made using the original payment method unless another method is agreed where legally permitted. We will not charge a fee for making the refund.

For qualifying cancellations, the refund includes the standard delivery cost where legally required. We may exclude the additional cost of a more expensive delivery option to the extent permitted by law.

For faulty, damaged or incorrectly supplied products, the applicable statutory remedy and refund timetable will determine how the claim is resolved.

We will not issue duplicate refunds for the same transaction. Where a refund, payment reversal, replacement or previous credit appears in our records, we will investigate the position and resolve any discrepancy fairly.

Once a refund has been issued, the time it takes to appear in the customer's account may depend on the payment provider or bank.

9. Orders that have already been dispatched

An order that has been dispatched may no longer be capable of being intercepted before delivery.

However, dispatch does not, by itself, remove an applicable statutory cancellation right.

If you wish to cancel an order that has already been dispatched, please notify us clearly and follow the return instructions provided.

Simply refusing delivery may not be the most reliable way to communicate cancellation. Please contact customer support so that your request can be recorded and handled correctly.

Any cancellation, refund or return will remain subject to the terms of the purchase and applicable law.

10. International orders

Customers outside the United Kingdom may have additional or different mandatory consumer rights under the laws applicable to their purchase.

Return instructions, carriers, customs declarations and the allocation of shipping costs may differ by destination. Customers are responsible for international return duties and taxes.

Please contact us before arranging an international return to confirm the correct return address and required documentation.

Nothing in this section excludes or restricts mandatory rights applicable to an international customer.

11. Shopify Collective and third-party retailer orders

If you purchased a MichanDirect product through another retailer, marketplace or Shopify Collective partner, please contact the retailer that sold the product to you.

The retailer may coordinate the return with MichanDirect under the applicable supplier agreement.

Return labels, return addresses, processing times, supplier refunds and any agreed fees for retailer-to-supplier returns may be governed by the relevant Shopify Collective agreement and settings.

Those arrangements do not remove the end customer's applicable statutory rights against the relevant seller.

Retailers should follow the return procedure and terms agreed with MichanDirect for the specific transaction. Existing agreed return obligations will not be changed retrospectively merely because this public policy is updated.

12. How to contact MichanDirect

For return requests, cancellations, refunds and product concerns, please contact:

MichanDirect Customer Support

Email: sales.michanstores@gmail.com

Telephone: 07717 778724

Website: https://www.michandirect.com/

Business legal name: Michan Direct

Geographical business address: 1 Willowmere, Slagrove Place, London, SE13 7LN, United Kingdom

Please include your order number in all correspondence so that we can identify your purchase and assist you efficiently.

13. Model cancellation form

You may use this form to cancel an eligible purchase. You are not required to use it; another clear statement communicating your decision to cancel is sufficient.

To: Michan Direct, 1 Willowmere, Slagrove Place, London, SE13 7LN, United Kingdom

Email: sales.michanstores@gmail.com

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

• Order number:

• Product name(s):

• Date ordered:

• Date received:

Customer name:

Customer address:

Date of cancellation notice:

Signature (only if this form is notified on paper):

End of policy