Returns and Refund Policy

At MyTidyMate, we want every customer to be completely satisfied with their purchase.
In accordance with the Consumer Contracts Regulations (2013), you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
For your convenience, MyTidyMate extends this period to 30 days.

Overview of Our Return Policy

- Return period: 30 days from the date you receive your order.

- Item condition: Products must be unused, in their original condition, and include all original packaging, accessories, and manuals.

- Return shipping costs: Customers are responsible for return shipping costs, unless the item received was incorrect or defective.

How to Return an Item

1. Contact Us
Send an email to contact@mytidymate.com stating your order number and the reason for your return.

2. Receive Confirmation and Return Address
Once your request is approved, you will receive a return authorisation and detailed instructions by email.
For security and logistics reasons, the exact return address will be provided by email once confirmed by our support team.
Please do not send any parcel before receiving our confirmation.

3. Prepare Your Package
Repack the item in its original packaging, including all accessories, tags, and documents. Ensure that the product is unused and in its original condition.

4. Ship the Package
Follow the shipping instructions provided by email.
We recommend using a tracked delivery service and keeping proof of postage until your refund is processed.

Refund Process

- Inspection: Once we receive the returned item, it will be inspected to ensure it meets our return conditions.

- Refund timing: Refunds are processed within 14 days maximum after receiving the item or proof of dispatch, in accordance with consumer law.
In most cases, MyTidyMate issues refunds within 7 business days using the original payment method.

Exchanges

If you wish to exchange your item for a different model, size, or colour, please contact our customer service at contact@mytidymate.com for assistance with the process.

Non-Returnable Items

For hygiene or safety reasons, certain products cannot be returned.
Such products are clearly marked as “non-returnable” on their product pages.

Additional Information

- Contact form: https://mytidymate.com/pages/contact

- FAQ: https://mytidymate.com/pages/frequently-asked-questions

- Customer service hours: Monday to Saturday, 09:30 – 19:00 (closed on Sundays and public holidays)

- Average response time: 1–2 business days

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