Refund policy

Last Updated: February 2026

At Mimios, we are committed to ensuring a fair, transparent, and structured return process. If you are not satisfied with your purchase, you may request a return in accordance with the conditions outlined below.

This policy is designed to comply fully with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

30-Day Return Window

You may request a return within 30 days from the date your order is marked as delivered.

Return requests submitted after this period may not be eligible for approval unless required by statutory rights.

Eligibility Requirements

To qualify for a return, items must meet all of the following conditions:

• Unused and uninstalled
• In original condition
• Free from damage caused by improper handling
• Returned with all accessories, components, manuals, and packaging materials

Items that show signs of installation, modification, misuse, or wear may not qualify for a refund.

Fragile Product Packaging Requirement

Many Mimios products — including lighting fixtures, glass décor, ceramic elements, and stone-inspired pieces — are considered fragile.

For return eligibility:

• Original protective packaging (foam inserts, cushioning, reinforced outer box) should be used
• If original packaging is unavailable, equivalent protective packaging must be provided
• Returns that arrive damaged due to inadequate return packaging may be refused or partially refunded to reflect loss in value.

Return Merchandise Authorization (RMA) Requirement

All returns require prior written approval and a Return Merchandise Authorization (RMA) number.

Returns sent without an approved RMA:

• May be refused
• May experience processing delays
• May not be eligible for refund

To request an RMA, email: support@mimios.com
Please include your order number and reason for return.

Return Cost Responsibility

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

• Contact us within 48 hours of delivery

• Provide clear photographs of:

  • The product

  • The packaging

  • The shipping label

Once verified, we will:

• Cover the return shipping cost, and

• Provide a replacement or refund as appropriate

Change-of-Mind Returns

If you wish to return an item due to preference, style, or non-defective reasons:

• You are responsible for return shipping costs
• Tracked shipping is strongly recommended

We do not charge restocking fees.

Return Shipping Requirements

All returns must:

• Be shipped using a trackable courier service
• Be securely packaged
• Include the RMA number

Customers remain responsible for the item until it is received at our facility.

If a return shipment is lost or damaged in transit:

• A claim must be filed with the courier
• Refund processing may be delayed until resolution

Return adresse: Mimios – Fulfilment Centre Line #97
Unit 1, Liberty 196, Rhosili Road, Northampton, NN4 7JE, United Kingdom

Inspection Process

Once your returned item arrives:

• Inspection is conducted within 1–2 business days
• Condition is verified against return eligibility requirements

If the return meets all criteria, approval will be issued.

If the item does not meet return conditions, we may:

• Refuse the return, or
• Offer a partial refund reflecting diminished value

Customers will be notified of inspection outcomes.

Refund Processing Timeline

Approved refunds are processed within 7 business days to the original payment method.

Refund timing depends on:

• Banking institution processing
• Card issuer policies
• Payment provider timelines

If you do not see your refund after 7 business days:

1. Check with your bank
2. Contact your card issuer
3. Email support@mimios.com for assistance

Exchanges

Damaged or Defective Items

In verified defect cases:

• A replacement may be dispatched promptly
• Return of the original item may or may not be required depending on circumstances

Preference-Based Exchanges

For change-of-mind exchanges:

• The original item must be returned and inspected
• Once approved, the replacement will be shipped under standard delivery timelines (9–15 business days)

Order Cancellations

Orders may be cancelled within 24 hours of purchase if fulfilment has not commenced.

Once processing begins or the order has been dispatched:

• Cancellation may not be possible
• The order may instead be returned after delivery within the 30-day window

Non-Returnable Situations

Returns may not be accepted if:

• The item has been installed or assembled
• Damage occurred due to improper handling
• The return window has expired
• The product was custom or special-order (if applicable)

This does not affect your statutory rights under UK consumer law.

Delivery Confirmation & Dispute Prevention

Delivery is considered complete when marked delivered by the courier.

Proof of delivery may include:

• Signature confirmation
• GPS confirmation
• Photo evidence

In cases of disputed delivery:

• Courier documentation may be used to assess claims
• False non-delivery claims may result in investigation

We retain delivery records to mitigate fraudulent refund and chargeback attempts.

Fraud Prevention & Chargeback Policy

If a customer initiates a chargeback without first contacting us:

• We reserve the right to submit evidence of delivery and transaction authorization
• Fraudulent chargebacks may be formally contested

We encourage customers to contact support@mimios.com before initiating any payment dispute.

Statutory Rights

Nothing in this Refund & Return Policy limits or excludes your statutory rights under UK law.

Your protections under:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013

remain fully in force.

Where a conflict exists between this policy and statutory rights, UK law prevails.

Store Information

Operating Name: Mimios
Email: support@mimios.com

Address: Unit 1, Liberty 196, Rhosili Road, Northampton, NN4 7JE, United Kingdom

Phone: +44 7562 844930
Customer Service Hours: Monday to Friday 9:00 – 18:00 (GMT – London)
Response Time: 12–24 business hours