Returns & Refund Policy MemBoards
Last updated: [DATE]
At MemBoards, we want you to be completely happy with your purchase. If for any reason you are not satisfied, we offer a straightforward returns process in compliance with UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.
1. Your Right to Cancel (14-Day Cooling-Off Period)
You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
The cancellation period expires 14 days after the day you (or a person you nominate) physically receive the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement, for example:
- Email us at [YOUR EMAIL]
- Use the returns form on our website
- Write to us at [YOUR BUSINESS ADDRESS]
2. How to Return an Item
- Contact us by email at [YOUR EMAIL] stating your order number and reason for return
- We will send you a return confirmation with instructions
- Package the item securely in its original packaging (or equivalent protection)
- Ship the item to the return address we provide
- We recommend using a tracked shipping service — we cannot be responsible for items lost in return transit
3. Conditions for Returns
To be eligible for a return, items must be:
- Within the 14-day cancellation period
- In original condition — unused, undamaged, and with no signs of wear
- In original packaging where possible
You may examine the goods as you would in a physical shop, but you are responsible for any decrease in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
4. Return Shipping Costs
| Scenario | Who Pays Return Shipping? |
|---|---|
| Changed your mind (cooling-off) | Customer pays return shipping |
| Item is faulty or damaged on arrival | MemBoards pays return shipping |
| Wrong item sent | MemBoards pays return shipping |
| Item not as described | MemBoards pays return shipping |
5. Refunds
Once we receive and inspect the returned item:
- We will process your refund within 14 days
- The refund will be issued to the original payment method (card, PayPal, etc.)
- If you cancel before dispatch, we will refund you within 14 days of your cancellation notice
What is refunded:
- Full product price
- Original standard shipping cost (if the entire order is returned)
- If you chose express shipping, we will only refund the standard shipping cost
6. Faulty or Damaged Goods
If you receive a product that is faulty, damaged, or not as described:
- Contact us within 30 days of delivery
- Send us photos of the damage or fault
- We will arrange a replacement or full refund (including return shipping costs)
Under the UK Consumer Rights Act 2015, you have additional statutory rights:
- Within 30 days: Full refund for faulty goods
- Within 6 months: Replacement or repair; if that fails, a full refund
- After 6 months (up to 6 years): You must prove the fault was present at delivery
7. Exceptions
The following items cannot be returned under the cooling-off right:
- Custom or personalised products made to your specific instructions
- Goods that have been used for food preparation (hygiene reasons)
8. Late or Missing Refunds
If you haven’t received your refund after the expected timeframe:
- Check your bank/card account again (processing times vary)
- Contact your bank or card issuer — refunds can take several business days to appear
- If you still have not received your refund, contact us at [YOUR EMAIL]
9. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.
10. EU Withdrawal Right
If you are an EU consumer, you can also exercise your withdrawal right through our online withdrawal form, available in your account area or by contacting us directly. We will send you a confirmation of your withdrawal by email.
11. Contact Us
For any returns or refund queries:
MemBoards
Email: [YOUR EMAIL]
Address: [YOUR BUSINESS ADDRESS]