Refund policy

Miola — Returns & Refunds Policy

Last updated: 25 May 2026

We want you to love the pieces you bring home from Miola. If you change your mind or something isn’t right, this policy explains your rights and how to return your order. It is written to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and it sits alongside — not in place of — your statutory rights.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason, without giving us a reason, within 14 calendar days of the day you (or someone you nominate) receive the goods. Where an order is split into multiple deliveries, the 14 days run from the day you receive the last item.

This right applies to all standard items, including items bought in a sale or with a discount.

How to cancel

To cancel, tell us clearly before the 14 days are up. You can:

• Email us at hello@miola.co.uk, or

• Use the model cancellation form at the end of this policy (optional).

You don’t have to use the form, and you don’t have to tell us why. Any clear statement that you are cancelling is enough. Please include your order number so we can identify your purchase.

Returning the goods

After telling us you’re cancelling, you have a further 14 calendar days to send the goods back to us (or the supplier address we provide). We’ll send the correct return address once you contact us.

Goods should be returned in a re-saleable condition. You’re allowed to handle and inspect items the same way you would in a shop — if you go further than that and the value of the item is reduced as a result, we may deduct that loss in value from your refund (Regulation 34(9)). Original packaging and any tags help us keep items re-saleable.

Return postage

You are responsible for the cost of returning the goods to us (Regulation 35(5)). We recommend using a tracked service, as the items remain your responsibility until they reach us. If we have asked you to return goods to a supplier’s address (including in the EU), the same applies.

This does not apply to faulty, damaged, or incorrect items — see “If something is wrong with your order” below.

Your refund

If you cancel within the 14-day cancellation period, we will refund:

• The full price you paid for the goods, and

• The standard outbound delivery charge you paid on the original order (Regulation 34(2)). If you chose a delivery option that costs more than our cheapest standard option, we only have to refund the cheapest standard option — the extra is not refundable.

We’ll issue the refund using the same payment method you used for the order. We will process the refund within 14 days of either receiving the goods back or, if earlier, receiving evidence from you that you’ve sent them (Regulation 34(5)). Your bank or card provider may take a few additional working days to show the refund in your account.

We do not charge restocking fees on cancellation returns.

Exceptions to the 14-day right to cancel

A small number of items are exempt from the 14-day cancellation right under Regulation 28 of the Consumer Contracts Regulations 2013. At Miola, the relevant exceptions are:

• Made-to-order, personalised or bespoke items — goods made to your specification or clearly personalised cannot be cancelled once we’ve started production (Regulation 28(1)(b)). Product pages for these items will say “made to order” or similar, and our order confirmation will flag them. Your statutory rights if such an item arrives faulty or not as described are unaffected.

• Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed (Regulation 28(3)(b)), if we sell any such items in future.

• Perishable goods (Regulation 28(1)(c)).

If your order arrives damaged, faulty, or you receive the wrong item, please contact us at hello@miola.co.uk as soon as you reasonably can — ideally with photos — and we’ll put it right.