Refund policy

Last updated: 3 November 2026

Thank you for shopping with Miarus, a shop operated by NovaSupplies VOF (“we”, “us”, “our”). We want you to be completely happy with your purchase. This policy explains your right to cancel an order, how to return an item, how we process refunds, and what happens if an item is faulty, damaged or not as described.

This policy applies to all orders placed on miarus.com for delivery in the United Kingdom. It forms part of our Terms and Conditions and should be read together with our Shipping Policy. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Summary of our returns terms

  • Return window: 30 days from the day you receive your order.
  • Reason for return: any reason, including change of mind.
  • Condition: unused, in original condition and packaging, with all accessories included.
  • Return postage: paid by you for change-of-mind returns; paid by us if the item is faulty, damaged or incorrect.
  • Refund time: within 14 days of receiving your return, or of you providing proof that you have sent it back, whichever is earlier.
  • Refund method: to the original payment method.

2. Your right to cancel and return (30 days)

You may cancel your order and return most items for any reason within 30 days of the day you (or someone you nominate, other than the carrier) receive the goods. This is longer than the 14-day minimum cancellation period required by UK law.

To cancel, you must clearly tell us that you wish to return the goods. The easiest way is to email info@miarus.com with your order number and the item(s) you wish to return. You must then send the goods back to us within 14 days of telling us that you want to cancel.

If your order is delivered in separate parcels, the 30 days start on the day you receive the last parcel. If you ordered several items and want to return only some of them, the 30 days for each item start from the delivery of that item, unless they were delivered in one lot.

You can also use the model cancellation form provided by law, but you do not have to. Any clear statement of your decision to cancel is enough.

3. How to return an item

  1. Contact us. Email info@miarus.com with your order number, the name used on the order, the item(s) you wish to return, and the reason for the return. Giving a reason is optional for change-of-mind returns, but it helps us improve.
  2. Receive your return authorisation. We will reply within 1 business day with confirmation of your return and the address to send the parcel to. Please do not send anything back until you have received this.
  3. Pack the item carefully. Use the original packaging where possible, and add protective packaging so the item is not damaged in transit. Include a note with your order number inside the parcel.
  4. Send it back. Post the parcel using a tracked and insured service, and keep your proof of postage and tracking number until your refund has been confirmed.
  5. Tell us it is on its way. Reply to our email with your tracking number so that we can look out for your parcel.

Returns sent without contacting us first, or without an order number, may be delayed because we cannot always match them to the order. Parcels sent to the wrong address cannot be refunded until we have received them.

4. Condition of returned items

Items must be returned in the condition in which you received them. This means:

  • unused, unworn and undamaged;
  • with all original packaging, tags, labels, manuals, accessories, free gifts and components included;
  • not altered, repaired or modified.

You may open the item and handle it as you would in a shop to decide whether to keep it. You are legally responsible for taking reasonable care of the goods while they are with you. If the item has been handled more than is necessary to inspect it, is used, damaged or incomplete, we may reduce your refund to reflect the loss in value. We will tell you by email before we process a reduced refund and explain how we calculated it.

If an order included a free gift or promotional item, the gift must be returned with the main item. If it is not, we may deduct its value from your refund.

5. Return shipping costs

  • Change of mind or no reason given: you pay the cost of sending the goods back to us. We recommend a tracked and insured service, as you remain responsible for the goods until they are delivered to us.
  • Faulty, damaged or incorrect items: we pay for the return. We will send you a prepaid label or reimburse the reasonable cost of postage when you provide your proof of postage.
  • Large or heavy items: if an item cannot be returned by ordinary post, we will tell you the likely cost of return before you send it back.

We cannot accept responsibility for parcels that are lost or damaged on their way back to us when the return is arranged by you. If a parcel is lost, you will need to make a claim with the postal service using your proof of postage.

6. Refunds

Timing. We will refund you within 14 days of the day on which we receive the goods back, or the day you give us evidence that you have sent them back, whichever is earlier. If you cancel an order before it has been dispatched, we will refund you within 14 days of your cancellation.

What we refund. You will be refunded the price of the returned item(s) and the original standard delivery charge, if you are cancelling the entire order. If you chose a delivery option more expensive than our standard option, we refund only the standard delivery cost.

Method. Refunds are paid to the same payment method you used for the order, at no extra cost to you. We cannot refund to a different card, account or payment method. Once we have sent your refund, it may take several more business days to appear, depending on your bank or card provider.

Currency. Refunds are made in the currency of your original payment. Any exchange-rate differences that arise from your bank are outside our control.

Confirmation. After we have inspected your return, we will email you to confirm that the goods have arrived and that your refund has been processed.

Partial refunds. We may issue a partial refund where an item is returned with signs of use beyond inspection, is missing parts, or is damaged by you, as described in section 4.

Discount codes and promotions. If you used a discount code, you will be refunded the amount you actually paid. If a promotion required a minimum spend and a return takes your order below that amount, we may adjust the refund accordingly. If you bought an offer such as a bundle or multi-buy, returning part of it may change the price of the remaining items, and we will explain this to you before refunding.

7. If you have not received your refund

If more than 14 days have passed since we confirmed your refund, please:

  1. check your bank or card account again, as processing can take several days;
  2. contact your bank or card provider, as some take longer to post a refund;
  3. email us at info@miarus.com with your order number, and we will check the status and give you the transaction details for your bank.

8. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If something is wrong with your order, you have the following rights.

  • Within 30 days of delivery: you may reject the item and receive a full refund. Contact us at info@miarus.com with your order number and clear photos of the fault, the item and its packaging.
  • After 30 days and within 6 months: you are entitled to ask for a repair or a replacement. If we cannot repair or replace the item, or it still does not work after one attempt, you may ask for a refund, which may be reduced to reflect any use you have had of the item. During this period the law assumes the fault was present on delivery unless we can prove otherwise.
  • After 6 months: you may still be entitled to a remedy, but you may need to show that the fault was already there when the item was delivered.

Damaged on arrival. Please check your parcel when it arrives. If the item or packaging is damaged, take photos and contact us within 7 days of delivery so that we can arrange a replacement or a refund quickly. We may ask for photos of the item, the box and the shipping label.

Wrong or missing items. If we sent the wrong item, or an item is missing from your order, please contact us within 14 days of delivery. We will send the correct item or refund you, and we will pay for any return postage.

Inspection. We may inspect a returned faulty item to verify the problem. If the fault is confirmed, we will process your refund, replacement or repair without delay.

9. Items that cannot be returned

In line with the Consumer Contracts Regulations 2013, the right to change your mind does not apply to:

  • goods made to your specification or that are clearly personalised;
  • sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery (for example earphones, cosmetics and personal care products);
  • sealed audio or video recordings or computer software, if they have been unsealed after delivery;
  • goods that are perishable or that quickly deteriorate;
  • goods that, after delivery, have been inseparably mixed with other items.

Any non-returnable items are clearly marked on the product page before purchase. These exclusions do not affect your legal rights if the item is faulty, damaged or not as described.

10. Exchanges

We do not offer direct exchanges. If you would like a different size, colour or model, please return the original item for a refund in line with this policy and place a new order for the item you want. This is the fastest way to make sure you get your preferred item while stock lasts.

11. Cancelling an order before dispatch

You may cancel an order before it has been dispatched. Email info@miarus.com as soon as possible with your order number. If the order has not yet left our warehouse, we will cancel it and refund you in full within 14 days. If it has already been dispatched, you can refuse delivery or return it once received, following the process above.

12. Lost or undelivered parcels

If your order has not arrived within the delivery times shown in our Shipping Policy, please contact us at info@miarus.com. We will investigate with the carrier. If the parcel is confirmed lost, we will send a replacement at no charge or refund you in full, whichever you prefer. If your order has not arrived within 30 days of purchase, you may cancel it and we will refund you.

13. Refused or uncollected parcels

If you refuse a delivery or do not collect a parcel and it is returned to us, we will refund the item price once the parcel is received, less any return delivery costs charged to us by the carrier, unless the parcel was refused because it was faulty, damaged or incorrect.

14. Chargebacks and disputes

If you have a problem with your order, please contact us first. We aim to resolve all issues quickly, and in most cases a refund can be arranged without involving your bank. If you do raise a dispute with your bank or card provider, we will cooperate fully and provide the information requested.

15. Your statutory rights

This policy is in addition to, and does not limit, your legal rights as a consumer. For free, independent advice about your rights, you can contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

16. Complaints

If you are not satisfied with how we have handled a return or refund, email info@miarus.com with the subject line “Complaint” and your order number. We aim to acknowledge complaints within 1 business day and resolve them within 14 days. If we cannot resolve your complaint, you may be able to use an alternative dispute resolution provider approved under UK law.

17. Changes to this policy

We may update this policy from time to time. The version published on miarus.com on the day you place your order is the one that applies to that order. The date at the top of this page shows when it was last updated.

18. Contact us

For any question about returns, cancellations or refunds, please contact us using the details below.

Company Information

Company Name: NovaSupplies VOF

Shop name: Miarus

Business number: 98765795

Business Address: PG Nieuwkerkpad 36, 3555TN Utrecht

Email: info@miarus.com
Phone:

Customer Service: (GMT +00:00)
Monday – Friday: 8:30 AM – 6:00 PM
Saturday: 9:00 AM – 6:00 PM
Sunday: Closed

We aim to respond within 1 business day.