Refund policy

Returns & Refunds

This policy sets out your rights when you buy from [COMPLETAR: nome legal do vendedor — seu nome completo se for sole trader, ou 'Mylla Beauty Ltd' se for empresa] ("Mylla Beauty", "we", "us"). It does not affect your statutory rights under UK law.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason — you do not need to give us one.

  • You have 14 days from the day you receive your order to tell us you are cancelling.
  • Once you have told us, you have a further 14 days to return the goods to us.
  • We will refund you within 14 days of receiving the goods back, or of you providing proof that you have sent them — whichever happens first.

To cancel, email [COMPLETAR: e-mail de apoio — use um do domínio myllabeauty.com] with your order number. You can use the model cancellation form at the end of this policy, but you do not have to.

Condition of returned goods

You are free to examine the goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect the loss in value. For hygiene reasons, haircare products that have been opened or used cannot be resold, and a deduction will apply.

Cost of returning goods

Where you cancel under your 14-day right, you pay the cost of returning the goods to us unless the item is faulty, damaged or not as described. We recommend a tracked service — until the goods reach us, they remain your responsibility.

Return address: [COMPLETAR: endereço UK para devoluções. Ver nota em docs/02-compliance-uk.md]

Faulty, damaged or misdescribed items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Within 30 days of delivery — you have the short-term right to reject and receive a full refund.
  • Within 6 months — we will repair or replace the item. If that fails, you are entitled to a refund.
  • Up to 6 years (5 in Scotland) — you may still have a claim if the fault was present at delivery.

We pay the return postage on faulty items. Email [COMPLETAR: e-mail de apoio — use um do domínio myllabeauty.com] with your order number and a photograph of the fault, and we will arrange it.

Refunds

Refunds go back to the original payment method. We refund the price you paid plus standard outbound delivery. If you chose an upgraded delivery service, we refund the standard rate only. Your bank may take a further 3-5 working days to show the money.

Exceptions

The 14-day cancellation right does not apply to sealed haircare products that have been unsealed after delivery, where returning them would not be hygienic.

Model cancellation form

To: [COMPLETAR: nome legal do vendedor — seu nome completo se for sole trader, ou 'Mylla Beauty Ltd' se for empresa], [COMPLETAR: endereço geográfico completo, com postcode. Obrigatório por lei no UK — não pode ser só um e-mail], [COMPLETAR: e-mail de apoio — use um do domínio myllabeauty.com]
I hereby give notice that I cancel my contract of sale of the following goods: __________
Ordered on / received on: __________
Name: __________
Address: __________
Date: __________

Complaints

Email [COMPLETAR: e-mail de apoio — use um do domínio myllabeauty.com] and we will respond within 3 working days. If we cannot resolve matters, you may contact Citizens Advice on 0808 223 1133.