Return and Refund Policy

At MKLAIOE LTD, we are committed to ensuring your satisfaction with every purchase. Should you not be completely satisfied, we offer a fair and transparent return and refund policy as detailed below. This policy is meticulously formulated in strict compliance with relevant UK laws and regulations to fully safeguard your legitimate rights and interests.

1. Eligibility for Returns and Exchanges

1.1 Condition of Goods

Items must be returned in an unused state, with all original tags, packaging, and documentation intact. The packaging should be free from damage or deformation, and tags, hangtags should remain fully attached, along with all relevant manuals, warranty cards, etc. Slight imperfections in the packaging that do not affect resale, such as minor indentations caused by shipping, may be deemed acceptable upon our assessment. In accordance with the UK Consumer Code, consumers are required to ensure that goods are in a resalable condition when exercising their right to return or exchange, which aims to balance the interests of both consumers and merchants.

1.2 Determination of Man-made Damage

Items damaged, stained, or showing signs of use due to customer actions are not eligible for returns or exchanges. However, extremely minor marks, such as very faint footprints from a brief shoe try-on that do not affect the item’s nature or appearance, may be subject to our professional judgment for eligibility. We will make determinations objectively and fairly. In case of disputes regarding the determination, industry standards or third-party professional appraisals can be referred to.

1.3 Time Limit for Returns and Exchanges

Items must be returned within 14 calendar days from the date of receipt (in line with the UK Consumer Code and relevant EU directives, consumers typically enjoy a 14-day cooling-off period for no-reason returns). The return time is based on the date we receive the returned item. If the returned item is delayed due to objective reasons such as logistics transportation, as long as the customer can provide valid shipping evidence proving that the item was sent within the specified time, it will still be considered compliant. In case of special circumstances, such as legal holidays or force majeure factors causing logistics delays, we will reasonably extend the return and exchange time limit to fully protect your rights.

2. Free Returns and Exchanges

2.1 Return Shipping Costs

For items eligible for returns or exchanges, the return and exchange process itself is free of charge, but customers are responsible for the return shipping costs. If you choose to use our recommended partner logistics providers for returns, we will provide you with an estimated reference for shipping costs to help you budget in advance. Additionally, we will publish the service scope, price standards, and contact information of our partner logistics providers on our website for your convenience. Our recommended logistics providers have been carefully selected for their good service reputation and reasonable pricing, ensuring a smooth and cost-controlled return process for you.

2.2 Exchange Shipping Costs and Price Difference

If you opt for an exchange, we will cover the shipping costs of sending the replacement item. During the exchange process, if the price of the item you exchange for is higher than the original item, you need to make up the price difference; if it is lower, we will refund the price difference to your original payment account. The calculation of the price difference is clear and transparent, based on the actual selling price of the items, with no hidden fees, ensuring that you are fully aware of every cost change.

3. Customs Duties and Import Fees

3.1 Fee Payment and Customs Clearance Guidance

If customs duties or import fees are incurred, customers are responsible for paying these fees and ensuring the smooth customs clearance of the goods. Before you place an order, our product pages will clearly indicate the approximate range and calculation method of possible customs duties and import fees. Meanwhile, we will provide guidance on the customs clearance process to assist you in completing the procedures smoothly. We will closely monitor changes in UK customs policies and update relevant information in a timely manner to ensure the accuracy and effectiveness of the information you receive.

3.2 Handling of Uncollected or Refused Items

If the customer fails to pick up the item from customs or refuses to pay the duties, the item will be returned to us, and the return shipping costs will be deducted from the refund amount. In such cases, we will make every effort to notify the customer of the situation and consequences through the contact information provided by the customer (such as email, SMS) before the item is returned. If the customer fails to receive the notice due to incorrect contact information or inability to be reached, the customer shall bear the corresponding responsibility, but we will still actively assist the customer in resolving the issue. In case of significant changes in fees due to sudden adjustments in customs policies, we will negotiate solutions with you to minimize your losses as much as possible.

4. How to Initiate a Return or Exchange

4.1 Contact Channels and Response Time

Please contact our customer support team through the following methods:

  • Email: [email protected]. We will respond within 1 business day (excluding legal holidays) to confirm receipt of your email and inform you of the expected processing time.
  • Phone: +44 6819579948.
    • Working Hours (EU Time): 08:00 – 22:00, Monday – Friday. During working hours, you will be answered within 15 minutes.
    • Outside of working hours, you can leave a message, and we will reply to you as soon as possible during working hours. We continuously optimize the training of our customer service team to ensure that customer service representatives are professional, friendly, and can handle your return and exchange inquiries quickly and accurately.

4.2 Application Information Requirements

Provide your order number, a brief explanation of the reason for the return or exchange. If the item is defective, please provide relevant photos as evidence. The photos should clearly show the problem of the item, including the overall appearance and defect details. The recommended photo format is JPEG, PNG, etc., and the size should not exceed 5MB. For the description of product defects, we recommend that you be as detailed as possible, such as the location of the defect, the time it occurred, and its impact on use, to help us process your application more efficiently.

4.3 Review Process and Feedback

Our team will provide you with a return authorization and the necessary return shipping address after receiving and approving your application. The review time usually does not exceed 2 business days. If the application is not approved, we will inform you in detail of the reasons and guide you on how to supplement or correct the information for re-application. During the review process, we will make judgments strictly in accordance with relevant UK laws and regulations and the standards of this policy to ensure the fairness and rationality of the review results.

5. Refund Processing

5.1 Refund Time Limit

We will process the refund within 14 calendar days after receiving and inspecting the returned item (in compliance with UK and EU regulations on refund processing time). The refund processing time starts from the next day after we confirm receipt of the returned item and that it meets the return and exchange conditions. In case of peak refund periods or special circumstances, we will notify you in a timely manner and explain the expected delay time, but the maximum delay will not exceed the legal time limit.

5.2 Refund Methods and Special Situations

Refunds will be issued to the original payment method. If the original payment method is not available for 原路退回，such as when the payment account has been closed, we will communicate with you to negotiate other refund methods, such as bank transfer. Any additional fees, such as handling fees, incurred during this process will be borne by us. We will ensure that the refund method is safe and convenient, fully respect your wishes, and protect your funds.

5.3 Shipping Fee Refund Explanation

Unless the item is defective or incorrect, the shipping fees paid during the initial purchase are non-refundable. However, if you purchased an item with free shipping and return it due to a quality problem, we will refund the full amount of the item without deducting any shipping fees. For shipping fee refund situations, we will clearly list them in the refund details for your clarity.

6. Non-Returnable Items

6.1 Clearly Marked Items

Items marked as “Final Sale” or “Non-Returnable” are not eligible for returns or exchanges. We will clearly indicate the nature of such items in a prominent position on the product page. For example, we will use eye-catching red text next to the product title to mark “Final Sale, Non-Returnable”, and also emphasize the non-returnable attribute of the item again in the return and refund policy section of the product details page. For such items, we will remind you again through pop-ups before purchase to avoid accidental purchases.

6.2 Modified Items

Items that have been altered, customized, or otherwise modified after purchase. If a quality problem or damage occurs due to the customer’s self-modification of the item, we cannot handle returns or exchanges for you, but we can provide paid repair services. The specific fees and procedures will be communicated and determined with you according to the actual situation of the item. We will clearly inform you on the product customization or modifiable option page that the item will lose its return and exchange eligibility after modification to protect your right to know.

7. Damaged or Incorrect Items

7.1 Processing Time and Methods

If you receive a damaged or incorrect item, please contact us within 7 calendar days from the date of order receipt. We will arrange for a replacement or refund, and you will not be charged for shipping in such cases. We will prioritize the handling of such issues to ensure that you receive a satisfactory solution in the shortest possible time and reduce any inconvenience caused to your use of the item.

7.2 Compensation for Additional Losses

If the damaged or incorrect item causes you other direct losses, such as additional expenses incurred due to the item’s inability to be used, you can provide relevant evidence, and we will provide reasonable compensation according to the actual situation. We adhere to the principle of fairness and responsibility and will compensate for your reasonable losses to safeguard your legitimate rights and interests.

8. Logistics and Packaging Requirements for Returns and Exchanges

8.1 Packaging Materials and Specifications

When returning an item, please use sturdy packaging materials to properly package the item to ensure that it is not damaged during transportation. If the item is damaged during the return journey due to improper packaging, it may affect the processing result of your return or exchange application. We recommend using the original packaging for returns. If the original packaging is no longer available, you can use cardboard boxes or other packaging materials of similar thickness and strength. UK regulations have certain environmental protection requirements for product return packaging, and we will incorporate environmental protection guidelines into the packaging requirements instructions to encourage you to use environmentally friendly packaging methods.

8.2 Attachment of Return Voucher

Please include the return authorization voucher (such as a printed copy of the return confirmation email we sent you) with the returned item to enable us to quickly identify your return application. If the return authorization voucher is not attached, it may cause a delay in the return processing time. We will contact you through the reserved contact information to confirm the relevant information after receiving the returned item. We will emphasize the importance of attaching the voucher when sending the return authorization to ensure a smooth return process.

8.3 Choice of Logistics Provider and Services

You can choose to contact a logistics provider on your own for the return or use our recommended logistics provider service. By using our recommended logistics provider, you can enjoy certain logistics preferential policies. The specific preferential details can be consulted with our customer service when applying for a return. At the same time, we will provide you with the appointment method for the door-to-door pick-up service of the recommended logistics provider. If you choose the door-to-door pick-up service, please prepare the item and relevant vouchers in advance to ensure that the pick-up personnel can pick up the goods smoothly. We maintain close cooperation with recommended logistics providers and regularly evaluate their service quality to provide you with better logistics options.

9. Special Item Return and Exchange Instructions

9.1 Electronics

For electronic products, in addition to meeting the general return and exchange conditions, if there is a quality problem, you need to provide a detailed description of the product malfunction and relevant inspection reports (if any). If the outer packaging of the electronic product has been opened, but the product itself has not been used and does not affect resale, it can still be returned or exchanged within the specified time. However, if after opening, it is found that the product does not match the description or has quality problems, we will unconditionally handle the return or exchange for you. France has strict regulations on the quality and return and exchange of electronic products, and we will strictly follow relevant standards for processing to protect your rights.

9.2 Beauty Products

For beauty products, if the product is unopened and within the shelf life, and meets the return and exchange time requirements, it can be returned or exchanged normally. For opened beauty products, if you apply for a return or exchange due to quality problems or special circumstances such as allergies, you need to provide relevant proof, such as a hospital diagnosis report of allergies. For beauty products that have been used but are returned due to quality problems, we will evaluate the remaining quantity of the product and the actual situation to reasonably determine the refund amount. We will cooperate with professional beauty product inspection agencies to ensure the scientific and fair evaluation of product quality problems and refund amounts.

9.3 Clothing

For clothing items, if there is a size mismatch, as long as the item has not been worn, washed, and the hangtags and labels are intact, it can be exchanged within the specified time. If there are quality problems, such as fabric damage or loose threads, regardless of whether it has been worn or not, as long as it meets the return and exchange time requirements, it can be returned or exchanged. For minor issues with clothing, such as slight loose threads or small flaws that do not affect wearing and appearance, we will provide a certain compensation plan, such as a coupon. If you still insist on returning or exchanging, you can follow the normal process. We will establish an evaluation standard for clothing flaws to make compensation and return and exchange processing more standardized.

10. Return and Exchange Progress Inquiry

10.1 Self-service Inquiry on the Website

After you submit a return or exchange application, you can query the progress in the following way: Log in to our website, find the corresponding return or exchange order in the “My Orders” page, and click “Check Return/Exchange Progress” to view the real-time status of your application review, item logistics status (such as return shipment in progress), and refund processing progress. We will continuously optimize the website query system to ensure that the information is updated in a timely and accurate manner, allowing you to keep track of the return and exchange dynamics at any time.

10.2 Customer Service Assistance Inquiry

Contact our customer service team, and by providing your order number, customer service representatives will query and inform you of the latest return and exchange progress. Customer service representatives will reply to you as soon as possible after the query. The reply methods include but are not limited to phone, email, online customer service chat window, etc. You can receive the reply according to the method agreed upon during communication with the customer service. We conduct special training for customer service representatives on return and exchange progress inquiries to ensure that they can provide you with quick and accurate information.

11. Dispute Resolution

11.1 Internal Negotiation Mechanism

If you have a dispute regarding the implementation or handling results of the return and refund policy, you can first have friendly consultations with our customer service team. The customer service team will contact you within 3 business days after receiving the dispute feedback, understand the specific situation, and provide solutions. We encourage the resolution of disputes through negotiation, adhering to the principles of sincere communication, fairness, and justice, and strive to achieve a result satisfactory to both parties.

11.2 External Complaint and Legal Channels

If the negotiation fails to reach an agreement, you can file a complaint with relevant UK consumer protection agencies. We will actively cooperate with the investigation and mediation work of these agencies to resolve disputes fairly and reasonably and safeguard your legitimate rights and interests. At the same time, you can also resolve disputes through legal channels in accordance with relevant laws and regulations. Throughout the dispute resolution process, we will maintain a transparent and fair attitude, actively communicate with you, and jointly seek the best solution. We are familiar with the complaint process of UK consumer protection agencies and can assist you in filing a complaint if necessary.

Return Address

All returns should be sent to:
MKLAIOE LTD
Suite 8675 61 Bridge Street, Kington, United Kingdom, HR5 3DJ

Contact Us

For any further assistance regarding returns or refunds, please reach out to:

Thank you for shopping with MKLAIOE LTD. We value your trust and are committed to providing the best service possible!