Thank you for shopping at mrsrku.shop.

We want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, exchanges, and refunds are handled for orders placed through our website.

Nothing in this policy affects your statutory rights under applicable United Kingdom consumer law.

1. Your Right to Cancel

For most products purchased online, you have the right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days from the day you, or a person nominated by you, receives the goods.

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

To request a cancellation or return, please contact:

Email: info@mrsrku.shop

Please include your full name, order number, the email address used for your order, and the item or items you wish to return.

2. Order Cancellations Before Dispatch

You may request to cancel or amend your order before it has been processed or dispatched.

We will make reasonable efforts to accommodate your request. However, we cannot guarantee that an order can be cancelled or changed once processing has begun.

If your order has already been dispatched, you may need to wait until it is delivered and then follow the return procedure described in this policy.

3. Return Eligibility

To help us process your return efficiently, returned products should be:

• Unworn, except where reasonably necessary to inspect the item

• Unwashed

• Free from stains, perfume, smoke, make-up, deodorant, pet hair, or other marks

• Returned with their original labels and tags, where possible

• Returned with any accessories, components, or promotional items supplied with the product

• Securely packaged to prevent damage during transit

You may inspect clothing in the same way that you would reasonably inspect it in a physical shop. We may reduce the refund if the value of the product has been diminished because it was handled beyond what was reasonably necessary to establish its nature, characteristics, and fit.

The absence of original packaging will not automatically remove your statutory rights, although you should package the goods safely when returning them.

4. Items That Cannot Normally Be Returned

The right to cancel may not apply to:

• Products made to your specifications

• Personalised or customised products

• Sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been removed

• Items that have been inseparably mixed with other products after delivery

• Gift cards or digital products that have been fully supplied with the customer’s prior agreement, where applicable

For hygiene reasons, certain underwear, pierced jewellery, swimwear, or similar products may only be returned if the hygiene seal remains intact, except where the item is faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract.

These exclusions do not affect your legal rights concerning faulty, damaged, misdescribed, or incorrect products.

5. Sale and Promotional Items

Sale, discounted, and promotional items may be returned in accordance with this policy unless they fall within a lawful return exception.

Your statutory rights continue to apply to discounted items. A reduced price does not remove your right to seek an appropriate remedy where an item is faulty, damaged, misdescribed, or not of satisfactory quality.

6. How to Request a Return

Before returning any product, please contact us at:

info@mrsrku.shop

Your message should include:

• Your full name

• Your order number

• The item you wish to return

• The reason for the return

• Photographs or videos if the item is damaged, faulty, or incorrect

We will review your request and provide return instructions, including the appropriate return address.

Do not return products to the address shown on the parcel without contacting us first. The dispatch address may belong to a carrier, fulfilment centre, or logistics provider and may not be able to receive customer returns.

Returns sent to an unauthorised address may be delayed, refused, or lost.

7. Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong size, selected the wrong colour, or no longer want the product, you will normally be responsible for the return shipping cost.

If the product is faulty, damaged on arrival, materially different from its description, or incorrectly supplied, mrsrku.shop will cover reasonable return shipping costs or provide another appropriate return method.

Please contact us before paying for return postage for a faulty or incorrect item. Unauthorised premium, express, or unusually expensive return shipping costs may not be reimbursed.

Original shipping charges are handled as explained in the Refunds section below.

8. Return Shipping Responsibility

We strongly recommend using a tracked shipping service and keeping your receipt and tracking information until your return has been completed.

You are responsible for taking reasonable care of the returned product and packaging it securely.

We cannot guarantee receipt of a return that is sent without tracking. However, this does not limit any rights you may have where you can provide reasonable evidence that the goods were returned.

9. Faulty, Damaged, Incorrect, or Misdescribed Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if your product:

• Arrives damaged

• Is defective or faulty

• Is not as described

• Is not of satisfactory quality

• Is not fit for its intended purpose

• Is different from the item you ordered

• Is missing an essential component

Please provide clear photographs or videos showing the issue, together with your order number and a description of the problem.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

• A full or partial refund

• A replacement

• A repair, where appropriate

• Reimbursement of reasonable return costs

Photographs and videos help us assess the issue but will not be used to unfairly prevent you from exercising your statutory rights.

10. Refund Processing

Once we receive your returned goods, or satisfactory evidence that you have sent them back, we will inspect the return and notify you of the outcome.

Where a refund is due, it will be issued without undue delay and normally within 14 days after we receive the returned goods or receive acceptable evidence that they have been returned, whichever occurs first.

For faulty goods, refunds will be processed in accordance with applicable consumer law.

Refunds will normally be issued to the original payment method used for the purchase. We do not normally issue refunds to a different card, account, or payment method.

Your bank, card provider, PayPal, or other payment provider may require additional time to display the refunded amount after we have processed it.

11. Original Delivery Charges

Where you exercise your legal right to cancel the entire order, we will refund the basic standard delivery charge paid for the order, where required by law.

If you selected an enhanced, priority, express, or premium delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

If you return only part of an order, the original delivery charge may not be refundable unless required by law or unless the remaining order would have qualified for a lower delivery charge.

12. Deductions From Refunds

We may make a reasonable deduction from a refund if the value of the returned goods has been reduced because of handling beyond what was reasonably necessary to inspect their nature, characteristics, and fit.

Examples may include:

• Wearing an item for an extended period

• Washing or altering an item

• Removing hygiene protection where the product cannot lawfully be returned after removal

• Returning an item with stains, odours, damage, or missing components caused after delivery

• Using the product beyond what would normally be permitted when examining it in a physical shop

Any deduction will be assessed fairly and will not affect your statutory rights.

13. Exchanges

We do not guarantee direct exchanges.

The availability of a replacement size, colour, or product depends on current stock. In some cases, the quickest option may be to return the original item for a refund and place a new order.

If an item is faulty or incorrectly supplied, please contact us before placing another order so that we can provide an appropriate solution.

14. Refused and Uncollected Deliveries

If a delivery is refused, unclaimed, or returned because the customer provided an incomplete or incorrect address, we will contact the customer after the parcel is returned to us or our authorised return facility.

Any refund will be assessed after accounting for the circumstances of the return and any rights available under applicable law.

We may deduct reasonable direct costs caused by an incorrect address, unjustified refusal, or failure to collect the parcel where permitted by law. We will not make deductions that unlawfully restrict your statutory cancellation or consumer rights.

15. Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. Check the delivery location and any safe-place information.

2. Ask other members of your household.

3. Check with neighbours, reception staff, or building management.

4. Contact the carrier for further delivery details.

5. Contact us at info@mrsrku.shop if the parcel remains missing.

We will review the available tracking information and assist with an appropriate investigation.

16. Late or Missing Refunds

If you have received confirmation that a refund was issued but have not received the funds:

1. Check the original payment account.

2. Contact your card issuer, bank, PayPal, or payment provider.

3. Allow for the provider’s normal processing period.

4. Contact us at info@mrsrku.shop if the refund is still missing.

Please include your order number and any relevant refund confirmation.

17. Chargebacks and Payment Disputes

We encourage you to contact us before opening a chargeback or payment dispute so that we have an opportunity to resolve the matter.

Opening a payment dispute does not remove your statutory rights. However, an active chargeback may prevent us from issuing a separate refund through the original transaction until the payment provider completes or closes its investigation.

18. Returns Sent Without Authorisation

Please contact us before returning any product.

A return sent without contacting us may be delivered to an incorrect or unauthorised location, which could delay our ability to identify the parcel and process the refund.

We will make reasonable efforts to identify unauthorised returns that reach our designated return facility, but we cannot accept responsibility for parcels sent to an address that we did not provide.

19. Statutory Rights

This policy is intended to operate alongside the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable United Kingdom consumer protection laws.

Nothing in this policy excludes, limits, or replaces any statutory rights or remedies that cannot legally be excluded.

20. Contact Us

For cancellations, returns, refunds, faulty products, or other order-related enquiries, contact:

Store: mrsrku.shop
Email: info@mrsrku.shop
Website: mrsrku.shop

Please include your order number and sufficient information for us to review your request.

21. Policy Updates

We may update this Return and Refund Policy when our procedures, services, or legal obligations change.

The version published on mrsrku.shop at the time of your request will be considered together with the terms that applied when your order was placed and your applicable statutory rights.

Last updated: 23 July 2026