Refund policy

We want you to be happy with every order from MikeAndMatt.co.uk (MIAMA). This policy explains how to return an item, how refunds work, and what to do if something arrives damaged or faulty. None of it affects your legal rights as a consumer. Those rights come from the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Our 30-day returns promise

If you change your mind, you can return standard-size items for a full refund within 30 days of the day you receive your order, as long as they are:

  • unused, and not cut, drilled, sanded, painted, glued or otherwise altered;
  • in the condition you received them; and
  • in their original packaging where possible.

To return an item, tell us within 30 days of delivery (see "How to start a return" below). Then send the item back within 14 days of telling us.

2. Your legal right to cancel (first 14 days)

Under UK law, you can cancel an online order for any reason within 14 days of the day you receive your goods. You don't need to give a reason. Our 30-day promise is in addition to this right and does not replace it.

  • If you cancel within 14 days, we will refund the price of the items and the standard delivery charge you paid. If you chose a more expensive delivery option, we only refund the cost of our cheapest standard delivery.
  • You may handle the items to check them, as you would in a shop. If they have been handled more than that, or used, we may reduce your refund by the loss in value, as the law allows.
  • For returns between day 15 and day 30, we refund the price of the items. The original delivery charge is not refunded.

3. Custom and made-to-order items

Items cut or made to your own sizes or specification can't be returned or cancelled just because you have changed your mind. This includes custom-cut sizes, bespoke shapes and personalised items. This is allowed under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. Please check your measurements carefully before you order.

This only affects change-of-mind returns. If a custom item arrives damaged, faulty, or not made to the specification you gave us, you have exactly the same rights as with any other item (see section 4).

4. Damaged, faulty or incorrect items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If your order arrives damaged, is faulty, or isn't what you ordered:

  • Within 30 days of delivery, you can choose a full refund or a free replacement.
  • After 30 days, we will offer a repair or replacement. If that isn't possible, or doesn't fix the problem, you can have a refund. Within the first six months, the refund will be in full in most cases.
  • We cover all costs of returning damaged, faulty or incorrect items. Often we won't need the item back at all.

If possible, please contact us soon after delivery with your order number and a few photos of the damage or fault, and of the packaging. This helps us sort things out quickly. Contacting us later does not take away your rights.

5. How to start a return

Email contact@mikeandmatt.co.uk with your order number, the item(s) you're returning and the reason (optional for change-of-mind returns). You can use any clear statement, or the model cancellation form. We'll reply with our return address and instructions.

  • Return postage: for change-of-mind returns, you pay the cost of sending the item back. MDF sheets and large items can be heavy, so please use a tracked service. You are responsible for the item until it reaches us. If an item is too large to post back by normal means, contact us first and we'll tell you the likely return cost.
  • Packaging: please pack items carefully to stop corners and edges getting damaged on the way back.

6. Refunds

  • We'll refund you within 14 days of receiving the item back. If you send us proof that you've posted it back, we'll refund within 14 days of that, if it is sooner. For damaged or faulty items where we don't need the item back, we'll refund within 14 days of agreeing the refund.
  • Refunds go back to your original payment method. We don't charge any fees for refunds.
  • Your bank or card provider may take a few extra working days to show the refund on your account.

7. Exchanges

If you'd like a different size or product, return the original item for a refund (where eligible) and place a new order. If an item was damaged or faulty, we're happy to send a replacement instead.

8. Cancelling before dispatch

If you want to cancel a standard order before it has been sent, email us as soon as possible and we'll give you a full refund. We may not be able to cancel custom-cut orders once cutting has started.

9. Business customers

The statutory cancellation rights above apply to consumers. If you are buying for a business, please contact us about returns. We will always deal fairly with damaged or faulty goods.

10. Contact us

MikeAndMatt.co.uk (MIAMA)
11 Queens Park, CH7 1TF, United Kingdom
Email: contact@mikeandmatt.co.uk
Phone: 01352 372432