Our returns policy, in one sentence.
Because the Mit Kit is an intimate hygiene product, all sales are final. We cannot accept change-of-mind returns — whether the product is sealed or unsealed — for the safety and hygiene of every customer.
We do, however, accept returns in a small number of clearly defined cases where something has gone wrong on our end: damaged packaging, damaged or defective product, or an incorrect item received. Those are outlined in full below.
The Mit Kit is a final-sale item. Once your order has been placed, it cannot be cancelled or returned for reasons of personal preference. Please read the product details carefully and reach out to info@mitkit.com if you have any questions before you buy.
When we do accept returns.
We accept returns in three specific situations, all of which cover our responsibility to you as a seller:
| Damaged on arrival | Damaged packaging, damaged product, or visible signs that the item was compromised in transit. Report within 48 hours of delivery — full refund or free replacement. We pay return postage. |
|---|---|
| Wrong item received | The product you received is not what you ordered. Report within 48 hours of delivery — full refund or free replacement. We pay return postage. |
| Manufacturing defect | A genuine fault in the product itself — stitching failure, fibre defect, or similar. Report within 30 days of delivery, subject to inspection — full refund or free replacement. We pay return postage. |
For all three cases, we need clear photographic evidence so we can review the issue and process your refund or replacement quickly.
When we cannot accept returns.
- Change-of-mind returns, for any reason — whether the hygiene seal is intact or not
- Products that have been opened, used, or removed from their original packaging
- Items returned without clear evidence of damage, defect, or an incorrect order
- Items reported outside the timeframes above (48 hours for damage or wrong item; 30 days for manufacturing defects)
- Items returned without the original packaging intact
- Items where we cannot verify the original order
How to return your Mit Kit.
If your order qualifies under the conditions above, here's how to start the process:
- Get in touch within your eligible window. Email us at returns@mitkit.com with your order number, a brief description of the reason, and — for damaged or defective items — clear photographs showing the issue.
- We'll confirm whether your return is eligible. We'll reply within 2 working days with a decision and, where applicable, a pre-paid return label or clear return instructions.
- Send it back in its original packaging. Use the original outer packaging where possible. Include your order number inside the parcel. We'll provide a pre-paid return label — you won't pay for postage on damage, defect, or wrong-item returns.
- We inspect. We process. You're refunded. Once we receive and inspect your return, we'll issue your refund within 14 days to your original payment method. You'll get an email confirmation as soon as the refund is sent.
Your rights under UK law.
Nothing in this policy affects your statutory rights under UK consumer law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In particular:
- If a product is faulty, not as described, or not fit for purpose, you have the legal right to a repair, replacement, or full refund — independently of and in addition to this policy
- You have a statutory right to cancel your order within 14 days of delivery for any reason. However, in line with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, this cancellation right ends once the hygiene seal on your Mit Kit has been broken — as the Mit Kit is a sealed product not suitable for return due to health protection and hygiene reasons
- Your statutory rights in relation to faulty, damaged, or incorrect items are fully protected
For more information on your statutory rights, visit Citizens Advice or gov.uk.
Questions?
We know reading a returns policy isn't the most glamorous part of shopping. If anything isn't clear, or if you'd like to talk through your specific situation, please just reach out. We're genuinely happy to help.
Email: returns@mitkit.com
Response time: Within 2 working days, Monday to Friday