Returns and Cancellations
To request a cancellation, return or remedy, email support@maktafa.com with your order number, order email and a description of the request.
Cancel before dispatch
Contact us promptly. We will try to stop an order before it is prepared or dispatched. If it is already on its way, an eligible return may be necessary.
UK online cancellation rights
For an eligible distance purchase, tell us you wish to cancel within 14 days of receiving the goods. You then have a further 14 days to return them. Applicable exceptions do not remove your rights where goods are faulty, damaged or not as described.
Skincare and hygiene
Sealed goods that are unsuitable for return for health or hygiene reasons may lose the change-of-mind cancellation right when unsealed after delivery. Please keep eligible returns unopened, unused and complete, in their original packaging with seals intact. This restriction does not apply to your statutory remedies for faulty or misdescribed goods.
Return instructions
Contact us before sending a parcel so we can provide the correct address and instructions. Do not use an address printed on product packaging or the registered office unless we confirm it for your return. Keep proof of postage; we recommend a tracked service.
Postage
You normally pay change-of-mind return postage unless we agree otherwise or the law requires otherwise. For faulty, incorrect or arrival-damaged goods, reasonable return costs are handled in line with your consumer rights.
Faulty, damaged or incorrect items
Contact us promptly with a description and relevant photographs. Keep the product and packaging for review. We will arrange the appropriate remedy under consumer law; a broken seal does not remove these rights.
Refunds
Eligible cancellation refunds are processed within the legal timeframe, normally within 14 days of receiving the goods back or evidence of return where applicable. We may withhold a cancellation refund until either is received where permitted. Refunds normally use the original payment method; bank processing times vary.
Where required, a cancellation refund includes the cost of standard outbound delivery. An upgrade above standard delivery need not be refunded. Other deductions or non-recoverable international charges apply only where permitted by law.
Exchanges and other products
Exchanges depend on eligibility and availability; a return and new order may be necessary. Any legally applicable exceptions for personalised goods or digital content must be explained at purchase. A product is not excluded merely because it is a limited release.
Reactions and returned parcels
Stop use if irritation occurs and report it through Product Concern Reporting. For refused, uncollected or incorrectly addressed parcels, any additional charges or deductions must be permitted by law.
Nothing in this policy reduces your statutory rights.
