Refund policy

Mubarak Decorations – Refund & Returns Policy

This policy sets out your rights to a refund or replacement for items purchased online from Mubarak Decorations (referred to as "we", "us", or "our").

Nothing in this policy affects your statutory legal rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Changing Your Mind (14-Day "Cooling-Off" Period)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and get a full refund for any reason if you change your mind.

  • The Window: You must notify us that you want to cancel within 14 days from the day after you (or someone you nominate) receive the items. If your order arrives in multiple split deliveries, the 14 days start the day after the final item arrives.

  • Returning the Items: Once you have notified us, you have another 14 days to actually send the items back to us.

  • Condition of Items: You are allowed to examine the items just as you would in a physical high-street shop (e.g., checking the quality of a banner or table runner). However, if you use, damage, or handle the items beyond what is reasonably necessary, we reserve the right to deduct an amount from your refund if the item's value has dropped as a result.

2. Faulty, Damaged, or Not As Described Items

If an item arrives damaged, develops a fault, or does not match the description on our website, you are protected by the UK Consumer Rights Act 2015.

  • Within 30 Days of Delivery: You have a short-term right to reject the faulty item and get a full refund.

  • After 30 Days (Up to 6 Months): If a fault develops after the first 30 days, we are entitled to the opportunity to repair or replace the item first. If the repair or replacement fails, you are then entitled to a full or partial refund.

  • Return Costs for Faulty Items: Mubarak Decorations will cover the return postage costs for any items that are proven to be faulty or incorrect. Please get in touch via the details on our contact page before sending the item back so we can provide a prepaid label or arrange a collection.

3. Exceptions & Non-Returnable Items

We cannot accept returns or offer refunds for the following types of items unless they are faulty, damaged, or not as described:

  • Personalised or Custom-Made Goods: Items made to your specific measurements or customized to your requirements (e.g., custom-printed banners, bespoke signs, or tailored backdrops).

  • Perishable Goods: Items with a limited lifespan, such as fresh flowers or confectionery.

  • Hygiene and Health-Sealed Products: Items that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

4. How to Request a Return or Cancellation

To exercise your right to cancel or report a fault, you must make a clear statement to us.

  1. Get in touch via the details provided on our website's Contact Page.

  2. Please include your Name, Order Number, and a brief description of the item(s) you wish to return.

  3. Package the items securely. We highly recommend using a tracked delivery service and keeping your proof of postage, as the items remain your responsibility until they safely arrive. We will provide the necessary returns destination details when you get in touch.

5. Refunds and Delivery Charges

  • What We Refund: If you cancel your entire order within the 14-day cooling-off window, we will refund the full purchase price plus our standard delivery charge. If you chose a premium or express delivery upgrade, we are only required by law to refund the amount of our cheapest standard delivery option.

  • Return Shipping Costs: Unless the item is faulty, you are responsible for paying the direct cost of returning the items to us.

  • Timeline: We will process your refund without undue delay, and legally within 14 days of either:

    • The day we receive the returned goods back, or

    • The day you provide official proof that you have sent the goods back (whichever is earlier).

  • Payment Method: All refunds will be issued back to the original payment method you used to place the order. Depending on your bank, it may take 3 to 5 working days for the funds to clear into your account once processed.