Refund policy

Returns & Refunds Policy

Last updated: 7 July 2026

This Returns & Refunds Policy applies to purchases made through the Murder Mittens Survivors Club store (“MMSC”, “we”, “us” or “our”).

It is written for customers purchasing as consumers in the United Kingdom and European Union. Nothing in this policy removes, limits or replaces any mandatory consumer rights that apply where you live.

For the purposes of this policy:

  • Consumer means an individual buying for personal use rather than for a business, trade or profession.

  • Change-of-mind return means a return where the item is not faulty, damaged or incorrectly supplied.

  • Faulty item means an item that is damaged, defective, not as described, not of satisfactory quality, or otherwise does not conform to the contract of sale.

1. Contacting Us About a Return

To start a return, cancellation or faulty-item claim, contact us at:

Email: murdermittenssurvivorsclub@gmail.com
Trading name: Murder Mittens Survivors Club


Please include your order number, the item or items involved, and the reason for contact. For faulty or damaged items, photographs may help us assess the issue quickly.

You do not need a return reference number to exercise a statutory cancellation or faulty-goods right. However, contacting us before returning an item helps ensure it is sent to the correct address and processed without avoidable delay.

2. Change-of-Mind Returns: UK and EU Customers

If you buy from us online as a consumer, you generally have the right to cancel your order within 14 days without giving a reason.

For physical goods, the 14-day period begins on the day after you, or a person you nominate, receive the goods.

To cancel, you must clearly tell us that you wish to cancel your order before the 14-day cancellation period ends. You can contact us by email or use the cancellation form at the end of this policy.

Once you have told us that you wish to cancel, you must return the goods within 14 days.

Return condition for change-of-mind returns

You may inspect and handle an item as you would in a shop, including trying on clothing for size and fit.

Please do not use, wash, wear outside, alter, damage, personalise, or dispose of any item you intend to return. Please include all components, accessories, inserts and promotional items supplied with the order.

Original packaging is helpful but is not required where it is no longer reasonably available. Returned goods must, however, be packaged safely enough to prevent avoidable damage in transit.

Where goods have been handled beyond what is necessary to establish their nature, characteristics or functioning, we may make a reasonable deduction from the refund to reflect the reduction in value. We will not apply a blanket restocking fee.

3. Cost of Returning Change-of-Mind Items

Unless we state otherwise before purchase, you are responsible for the direct cost of returning a non-faulty item when you exercise your change-of-mind cancellation right.

We recommend using a tracked or signed-for service and retaining proof of posting. If a returned item has not reached us, we may ask for evidence that it was sent before processing the refund.

We do not reimburse enhanced, premium, express or upgraded delivery charges for a change-of-mind cancellation. Where a refund is due, we will reimburse the cost of the least expensive standard delivery option available at the time of purchase.

4. Refunds for Change-of-Mind Returns

For a valid change-of-mind cancellation, we will refund:

  • the price paid for the returned item or items; and

  • the cost of standard outbound delivery, where applicable.

We will make the refund using the original payment method unless we agree otherwise with you.

We will process the refund without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

5. Items That Cannot Be Returned for Change of Mind

The normal change-of-mind cancellation right does not apply where the law permits an exception, including:

  • goods made to your specifications or clearly personalised for you;

  • sealed goods which are unsuitable for return for health or hygiene reasons once their seal has been broken;

  • sealed audio, video or software products once unsealed;

  • digital content after downloading, streaming or access has started, but only where you expressly agreed to immediate supply and acknowledged that you would lose your cancellation right.

A product being limited edition, made in a small batch, produced on demand, discounted, or sold during a promotion does not by itself remove your statutory cancellation rights.

Nothing in this section affects your rights if an item is faulty, damaged, incorrectly supplied or not as described.

6. Faulty, Damaged, Incorrect or Misdescribed Items

If your item arrives damaged, is faulty, does not match its description, is not of satisfactory quality, or is otherwise not as it should be, please contact us as soon as reasonably possible.

We may ask for photographs, a description of the issue, and proof of purchase so we can investigate and offer the appropriate remedy. This does not remove your statutory rights.

Where a fault is accepted, we will provide the remedy required by applicable law. Depending on the circumstances, this may include:

  • repair;

  • replacement;

  • a price reduction; or

  • a full or partial refund.

For accepted faulty-item returns, we will either provide a prepaid return method or reimburse reasonable evidenced return-postage costs.

We are not responsible for faults caused by normal wear and tear, accidental damage, misuse, failure to follow care instructions, unauthorised alterations, third-party repairs, or damage occurring after delivery — unless the issue was present at delivery or arises from a lack of conformity for which we are legally responsible.

7. Additional Rights for UK Customers

UK consumers have statutory rights under consumer law in addition to this policy.

In many cases, a UK consumer may have a short-term right to reject faulty goods within 30 days of delivery and receive a refund. After that period, repair or replacement may be the appropriate first remedy, with further rights available where a repair or replacement is not possible, is unsuccessful, or cannot be provided within a reasonable time.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or any other applicable UK law.

8. Additional Rights for EU Customers

EU consumers benefit from a legal guarantee of conformity for goods for at least two years from delivery. Some countries provide longer or additional protections.

If goods are faulty, do not match their description, or otherwise do not conform to the contract, you may be entitled to a repair or replacement at no cost. If that is not possible or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund.

Where local law in your country gives you stronger rights than this policy, those stronger rights will apply.

9. Exchanges

We may offer exchanges where stock permits, but an exchange is not guaranteed.

For size, colour or preference changes, the quickest route is usually to return the original item in line with this policy and place a new order once the return has been accepted.

This does not affect your statutory rights to a repair, replacement, refund or price reduction for faulty goods.

10. Orders Lost or Damaged in Transit

If your order appears lost, incomplete or damaged in transit, please contact us promptly with your order number and any available photographs of the packaging and contents.

We may need to investigate with the delivery provider. We will not use a courier investigation to remove or unlawfully delay a valid consumer remedy.

11. Abuse, Fraud and Improper Returns

We aim to deal fairly with all customers. We also reserve the right to investigate returns, refund requests, chargebacks and claims where we reasonably believe that:

  • an item was not purchased from us;

  • an item has been substituted, altered, used excessively, deliberately damaged or returned incomplete;

  • a claim is fraudulent, misleading or made in bad faith;

  • a payment dispute has been raised without first attempting to resolve the issue with us; or

  • there is repeated misuse of our non-statutory goodwill processes.

Where appropriate, we may request reasonable evidence, decline a discretionary goodwill return, recover lawfully owed sums, cancel future orders, or refer suspected fraud to our payment provider, delivery provider or relevant authorities.

We will not use this section to deny or delay a valid statutory cancellation, refund or faulty-goods remedy.

12. Business Customers

This policy is primarily intended for consumer purchases.

If you buy from us for business, trade, resale or professional purposes, consumer cancellation rights may not apply. Any return rights for business purchases will be limited to the terms agreed at the time of sale and any applicable law.

13. Changes to This Policy

We may update this policy from time to time to reflect changes to our products, operations or legal obligations.

The version published on our website at the time you place your order will apply to that order, unless a change is required by law.

Model Cancellation / Withdrawal Form

You may use this form, but you do not have to.

To:
Murder Mittens Survivors Club
murdermittensurvivorsclub@gmail.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number: __________________________

Items being cancelled:

Ordered on: __________________________

Received on: __________________________

Customer name: __________________________

Customer address:

Signature: __________________________
(Only required if submitting this form on paper.)

Date: __________________________