Refund policy

Refund Policy — MNCulture (UK)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at infomnculture@gmail.com with your order number. For hygiene reasons and because most of our products are small accessories under £30, we typically issue refunds or replacements without requiring the item to be sent back. If a physical return is needed, we'll provide instructions and the return address by email.

Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item, including a photo of the issue, so that we can evaluate and make it right.

Exceptions / non-returnable items

For hygiene and safety reasons, we cannot accept returns on:

• Items that have been used by your pet (chewed, soiled, or with visible wear).
• Sale items or gift cards.
• Personalised products.

Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to request a refund for the item you have and place a new order for the replacement.

UK 14-day cooling-off period

Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. The item must be unused, in its original packaging, and you'll need proof of purchase.

Shipping times reminder

Our products are dispatched within 24–48 hours. UK delivery takes 7–12 working days. Returns requested before the item arrives can be processed as order cancellations — contact us as soon as possible.

Refunds

We'll notify you once we've reviewed your return request and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days.

Please remember it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your refund, contact us at infomnculture@gmail.com.