Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- Unused and unworn
- In the same condition that you received it
- In its original packaging where possible
- Accompanied by proof of purchase
To start a return, please contact us at:
Returns should be sent to:
The Muster Point CIC
75 Ripon Road
Stevenage
Hertfordshire
SG1 4LW
United Kingdom
Items returned without prior authorisation may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt and contact us immediately if:
- The item is damaged
- The item is faulty
- You receive the wrong item
We will assess the issue and arrange a replacement, repair or refund where appropriate.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Non-Returnable Items
The following items cannot be returned unless faulty:
- Personalised or custom-made products
- Gift cards
- Sale or clearance items
- Products that have been used, worn or damaged after delivery
If you have any questions regarding a specific product, please contact us before placing your order.
Exchanges
If you require a different size or item, please contact us at info@themusterpoint.org.uk.
The quickest way to receive an alternative item is usually to return the original item and place a new order once the return has been approved.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, customers in the United Kingdom and European Union generally have the right to cancel an online order within 14 days of receiving their goods.
To exercise this right, you must notify us within 14 days of delivery.
Returned items must be unused, in their original condition and accompanied by proof of purchase.
This right does not apply to personalised or custom-made products.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that banks and card providers may take additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Contact Us
For any questions regarding returns, refunds or exchanges, please contact:
The Muster Point CIC
Email: info@themusterpoint.org.uk
Telephone: +44 7506 258794