Returns & Refunds

How we handle returns for now

Our website is a product showcase, so orders are arranged directly with our team. That gives us the chance to be clear with you from the start.

Clear before you buy

When we send your quote, we will confirm the return and refund terms that apply, so you know where you stand before you agree to anything.

Fair if something’s wrong

If an item is faulty, damaged or not as described, tell us as soon as you can and we will deal with it in line with your legal rights.

Your rights stay yours

Nothing on this page, or in any agreement we make, takes away the rights the law gives you as a customer.

Your legal rights

These rights come from UK law. They are not extra promises from us, and they apply whatever terms we agree.

If you’re an individual customer

Under the Consumer Rights Act 2015, products must be as described, of satisfactory quality and fit for purpose. If they are not, you are generally entitled to:

reject a faulty item within 30 days for a full refund;
ask for a repair or replacement; and
in some cases, a price reduction or a refund after a failed repair.

If you agree an order with us by email, phone or other distance means, the Consumer Contracts Regulations 2013 also generally give you the right to cancel within 14 days of receiving your goods. There are exceptions, such as items made or personalised to your request.

If you’re a business customer

If you are buying for resale or other business purposes, the consumer rights above may not apply in the same way.

Instead, return and refund arrangements for wholesale orders will be agreed with you when we provide your quote, covering things such as damaged or incorrect goods and how to report them.

You will always have the opportunity to review those terms before you place an order.

This page is a general guide and not legal advice. If you are unsure of your rights, Citizens Advice can help.

If something isn’t right

Whatever the issue, the first step is the same: get in touch and we will work through it with you.

Contact us

Email sales@megora1.co.uk or call us, with your name, what you ordered and a short description of the problem. Photos help.

We take a look

We will review what you have told us and reply as soon as we can during our opening hours. Please keep the item and its packaging until we have agreed what happens next.

We agree the solution

Depending on the situation, that may be a repair, a replacement or a refund, in line with your legal rights and any terms confirmed in your quote.

Common questions

Quick answers while our full arrangements are being finalised.

Can I return something I’ve ordered?

Return terms will be confirmed in writing with your quote, before you order. Whatever is agreed, your legal rights to return faulty or misdescribed items remain in place.

What if my item arrives damaged or faulty?

Please contact us as soon as possible with a few photos. We will review it and agree a repair, replacement or refund with you, in line with your legal rights.

Who pays for return postage?

This will be confirmed in writing when we agree your order. If you are returning an item because it is faulty or not as described, you should not be left out of pocket for sending it back.

Can I return a personalised or made-to-order item?

The 14-day right to cancel generally does not cover items made or personalised to your request. We will tell you clearly if an item is affected before you agree to buy it. A faulty item can still be dealt with under your legal rights.

How long does a refund take?

The method and timing will be confirmed when we agree your order. UK law generally requires a refund to be made without undue delay, and within 14 days once it has been agreed as due.

Does this policy apply to wholesale orders?

Wholesale and business orders are agreed individually, so the terms will be confirmed with your quote. See our Terms & Conditions for how we handle quotes and orders.