Your Right to Cancel (Distance Selling)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving any reason. To exercise this right, please notify us within 14 days of receiving your order by emailing info@mambora.co.uk with your name, order number and a clear statement that you wish to cancel.

You then have a further 14 days to return the product(s) to us. Products must be returned in their original, unopened and unused condition.

How to Return an Item

• Email us at info@mambora.co.uk with your order number and reason for return
• We will provide return instructions within one working day
• Please package your item securely to avoid damage in transit
• We recommend using a tracked delivery service — we cannot accept liability for items lost in return transit

Return Postage Costs

If you are returning an item because you have changed your mind, the cost of return postage is your responsibility. If the item is faulty, damaged or not as described, we will cover the cost of return postage.

Refunds

Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be made to the original payment method. You will receive an email confirmation when your refund has been processed. Please allow up to 5 working days for the refund to appear in your account depending on your bank or card provider.

Opened or Used Products

For hygiene reasons, we are unable to accept returns of cosmetic products that have been opened or used, unless the product is faulty or not as described. If you believe a product is faulty, please contact us within 30 days of receiving it with photos and a description of the issue. We will assess this and provide a replacement or refund where appropriate.

Faulty or Damaged Items

Under the UK Consumer Rights Act 2015, you are entitled to a full refund within 30 days if a product is faulty. After 30 days and up to six months, we will offer a repair or replacement first. If this is not possible, you are entitled to a refund. Please contact us at info@mambora.co.uk with your order number and photos of the fault.

Bespoke and Souvenir Orders

Bespoke and souvenir orders (custom labelled or personalised products) cannot be returned or refunded unless they are faulty or not as described, as they are made to order specifically for you.

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