Effective date: 1 August 2026

This policy applies to orders placed with Maeve & Co on or after 1 August 2026. Orders placed before this date remain subject to the return policy presented at the time of purchase.

Nothing in this policy limits or excludes any statutory consumer rights that cannot legally be restricted.

1. 14 Day Cancellation Period

Customers purchasing online may cancel their order for any reason by notifying Maeve & Co within 14 calendar days beginning the day after the goods are delivered.

Where goods from one order are delivered separately, the cancellation period begins the day after the final item is delivered.

This right includes returns based on:

• Size or fit
• Colour or appearance
• Style or personal preference
• An item not suiting the customer
• A general change of mind

Requests received after the statutory 14-day cancellation period will not be accepted for non-faulty goods.

After notifying us of cancellation, the customer must send the goods back without undue delay and no later than 14 calendar days after giving notice.

To notify us, email support@maeveand.co with:

• The customer’s full name
• The order number
• The item or items being returned
• A clear statement that the customer wishes to cancel or return them

Customers do not have to provide a reason when exercising their statutory cancellation right.

2. Two-Stage Return Inspection

All return requests and returned goods are subject to a two-stage condition-assessment process.

Stage One: Preliminary Email Review

Before sending an item, customers are requested to email clear photographs or a continuous video showing:

• The complete front and back of the item
• The current condition of the fabric
• All original tags
• The original packaging
• Any hygiene seals
• Any alleged fault, damage or incorrect detail
• The item’s size and product label

This preliminary review helps us document the item’s reported condition, identify the correct return destination and provide appropriate return instructions.

The email review is preliminary only. It does not constitute final approval of a refund and does not replace the physical inspection.

Where a customer has exercised a statutory cancellation right in time, failure to provide photographs or video will not invalidate the cancellation. However, the goods will still undergo the complete physical inspection described below.

Stage Two: Physical Return Inspection

Once a return reaches our designated fulfilment centre, it will undergo a detailed and documented physical inspection.

The inspection may include:

• Verification of the item, size, colour and order details
• Examination of all tags and hygiene seals
• Comparison with the item’s recorded condition before dispatch
• Inspection of the fabric, seams, fastenings, lining, neckline, underarms, cuffs and hem
• Checking for stretching, distortion, abrasion or excessive creasing
• Checking for makeup, deodorant, tanning products, food, liquids or other stains
• Checking for perfume, smoke, body odour, washing products, food or other noticeable odours
• Checking for human hair, pet hair, lint or other contamination
• Checking for evidence of washing, dry-cleaning, ironing or alteration
• Checking for pulled threads, missing embellishments, broken fastenings or other damage
• Checking for any other condition affecting the item’s resale value

Returns may be photographed or recorded during inspection for quality-control, fraud-prevention and dispute-resolution purposes. Records will be handled in accordance with our Privacy Policy.

The final condition decision will normally be based on the physical inspection, subject always to applicable statutory refund deadlines.

3. Reasonable Trying-On

Customers may examine and try on clothing only to the extent reasonably permitted in a physical shop.

A reasonable fitting means trying the item on briefly and carefully indoors to assess its appearance and fit.

The following is considered handling beyond a reasonable fitting:

• Wearing an item socially, outdoors, to work or to an event
• Wearing an item for an extended period
• Wearing an item for professional or personal photographs beyond a brief fitting
• Removing tags and then wearing the item
• Washing, dry-cleaning, ironing or altering the item
• Exposing the item to makeup, tanning products, deodorant, perfume, smoke, food, pets or other contamination
• Returning an item in a condition inconsistent with a brief and careful fitting

4. Diminished Value and Refund Deductions

Where handling beyond what is necessary to examine an item has reduced its value, Maeve & Co may make a lawful deduction reflecting the actual reduction in value.

The deduction may reflect:

• Cleaning or specialist treatment required
• Repair costs
• Replacement of missing packaging or components
• The reduction required to resell the item as used or imperfect
• The item becoming unsuitable for resale
• Any other direct and evidenced loss in value caused by excessive handling

Where documented wear, damage, contamination or alteration leaves an item with no reasonable resale value, the deduction may equal the item’s full price where legally justified.

We do not impose an automatic restocking penalty. Any deduction will be connected to the item’s documented condition and actual loss of value.

Where a refund is reduced, we will provide the customer with an explanation and, where appropriate, supporting inspection evidence.

5. Tags, Packaging and Hygiene Seals

Returned items should have:

• All original tags attached
• All accessories and components included
• Any hygiene seal intact
• Original packaging where reasonably possible

Missing or removed tags and damaged or missing packaging will not automatically remove statutory rights, but may be considered when assessing whether the item was handled beyond what was necessary and whether its value has been reduced.

Where sealed goods cannot be returned for health or hygiene reasons after being unsealed, the statutory hygiene exception may apply.

6. Return Address and Fulfilment Location

After the preliminary email review, Maeve & Co will provide the customer with the designated return address, return reference and any applicable packaging or customs instructions.

The designated return location may be either:

• A UK return address; or
• An international fulfilment center.

Maeve & Co will select the appropriate return location for each case, taking account of the relevant item, order and fulfilment requirements. Customers must not choose or assume a return location.

Customers must use the designated address supplied by Maeve & Co. Sending goods to any other address may delay inspection and refund processing. This requirement does not invalidate a statutory cancellation that was notified within the required period.

Our registered UK office is not a return-processing warehouse. Goods must not be sent to the registered office unless Maeve & Co expressly instructs the customer to do so.

7. £10 Return-Shipping Charge

For a non-faulty return, including a return based on sizing, fit, personal preference or change of mind, the customer is responsible for the direct cost of returning the goods.

Where Maeve & Co provides or arranges the return service, a £10 return-shipping charge will apply and may be deducted from the customer’s refund. The customer will be informed of the deduction in the return instructions before the goods are sent.

The £10 charge is for direct return transportation. It is not an administration charge or an automatic restocking penalty.

The £10 arranged return-shipping charge is the same whether Maeve & Co designates a UK return address or an international fulfilment center. Where we designate an international fulfilment center and arrange the return service, the customer will not be charged more than £10 for that arranged transportation.

If Maeve & Co expressly authorises the customer to arrange their own return service, the customer must pay the carrier directly, use a suitable tracked service and retain valid proof of postage. In that case, the separate £10 arranged return-shipping charge will not also be deducted, but the carrier’s actual cost may differ.

No £10 return-shipping charge will apply where Maeve & Co is legally responsible for the return cost, including where goods are faulty, damaged on arrival, materially misdescribed or incorrectly supplied.

8. Original Delivery Charges

When a customer validly cancels their entire order within the statutory cancellation period, Maeve & Co will refund the basic standard delivery charge paid for that order, as required by law.

If the customer selected a more expensive premium or express-delivery service, we will refund only the amount equivalent to the least expensive standard delivery service offered for the order.

The original delivery charge will not normally be refunded where:

• Only part of an order is returned and the same delivery charge would have applied to the retained items
• A voluntary exchange is requested
• The return is outside any statutory or contractual return right
• The delivery charge is not legally required to be refunded

This does not affect any delivery-cost refund legally due for faulty, damaged, incorrect or misdescribed goods.

9. Sale, Clearance and Promotional Items

Sale, clearance, promotional and discounted items remain subject to the statutory 14-day online cancellation right where that right applies.

However:

• No voluntary or extended return period is offered for sale, clearance, promotional or discounted items
• Non-faulty sale items cannot be returned after the statutory cancellation period
• All sale-item returns are subject to the condition and inspection requirements in this policy
• Sale items showing wear or diminished value may be subject to a lawful refund deduction
• Faulty, damaged, incorrect or misdescribed sale items retain their statutory protections

Describing an item as “sale” or “final sale” does not remove statutory rights that cannot legally be excluded.

10. Refund Processing

Where legally permitted, Maeve & Co may withhold reimbursement until:

• We receive the returned goods; or
• The customer supplies satisfactory evidence that the goods have been sent back,

whichever occurs first under applicable law.

Any refund due will be issued without undue delay and no later than the applicable statutory deadline.

Refunds will be made to the original payment method unless expressly agreed otherwise. The customer’s bank or payment provider may require additional processing time.

A refund may include permitted deductions for:

• Diminished value caused by handling beyond a reasonable fitting
• The £10 Maeve & Co-arranged return-shipping charge for an eligible non-faulty return
• Premium delivery charges exceeding the standard delivery cost
• Other direct amounts lawfully recoverable and supported by evidence

11. Faulty, Damaged, Incorrect or Misdescribed Items

Customers should inspect their order promptly after delivery.

For efficient investigation, customers are encouraged to report visible damage, faults or incorrect items within seven days and provide clear photographs or video where reasonably possible.

The seven-day reporting request is intended to help us investigate promptly. It does not restrict statutory consumer rights.

Where a genuine fault, delivery damage, incorrect item or material misdescription is established, Maeve & Co will provide the remedy required by law and bear necessary return-postage costs.

Depending on the circumstances, the appropriate remedy may include:

• A refund
• A repair
• A replacement
• A price reduction

An item simply not fitting or suiting the customer is not considered faulty where the supplied item corresponds with its description and published measurements.

Maeve & Co may inspect a claimed fault to determine whether it results from:

• A manufacturing or supply issue
• Normal wear and tear
• Accidental damage
• Misuse
• Incorrect washing or care
• Alteration by the customer or another person

12. Non-Returnable Goods

Subject to statutory rights, returns cannot be accepted for:

• Personalized, customized or genuinely made-to-order goods
• Gift cards
• Sealed underwear, swimwear or other hygiene-sensitive goods after the hygiene seal has been removed
• Goods damaged through misuse, washing, alteration or improper care
• Goods not purchased from Maeve & Co
• Substitute, counterfeit or different items sent in place of the purchased goods

Faulty, damaged, incorrect or misdescribed goods remain subject to applicable statutory protections.

13. Exchanges

Maeve & Co does not guarantee direct exchanges.

Where we voluntarily agree to an exchange:

• It is subject to stock availability
• The request must fall within the applicable return period
• The original item must satisfy the condition requirements in this policy
• The customer bears the cost of returning a non-faulty item
• Additional delivery charges may apply to the replacement
• The exchange does not extend the original statutory cancellation period

Customers may instead return an eligible item and place a new order.

14. Incorrect, Empty or Fraudulent Returns

Every return will be matched against the relevant order and product records.

No refund will be issued for:

• An empty parcel
• A different item
• A counterfeit or substituted item
• Missing goods
• Deliberately altered return documentation
• Goods not originally supplied by Maeve & Co

Evidence relating to suspected return fraud may be retained and used to dispute payment claims or take other lawful action.

This section does not affect genuine statutory claims.

15. Incorrect Addresses, Refused Deliveries and Uncollected Parcels

Customers are responsible for providing a complete and accurate delivery address.

Where an order is returned because the customer:

• Supplied an incorrect or incomplete address
• Refused delivery without valid cancellation arrangements
• Failed to collect the parcel
• Failed to respond to the carrier

Any refund may be reduced only by direct, reasonable and evidenced costs that Maeve & Co is legally permitted to recover.

This does not apply where the failed delivery was caused by Maeve & Co or its appointed carrier.

16. Cancellations Before Dispatch

Customers should contact support@maeveand.co immediately if they wish to cancel before dispatch.

We will attempt to stop fulfilment, but this cannot be guaranteed once processing or dispatch has begun.

Where cancellation occurs before dispatch, all payments, including the applicable delivery charge, will be refunded.

Where the parcel has already been dispatched, the standard return process will apply.

17. Customer Acknowledgement

Customers may be required to confirm before completing their purchase that they have read and understood:

• The 14-day cancellation period
• The condition and two-stage inspection requirements
• The £10 arranged return-shipping charge for non-faulty returns
• That the designated return location may be a UK address or an international fulfilment centre selected by Maeve & Co for each case
• The rules applying to sale and promotional items

Acknowledgement of this policy does not waive or restrict statutory consumer rights.

18. Contact Details

Store: Maeve & Co
Company: HE4L LTD
Company number: 16250783
Registered address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@maeveand.co
Telephone: +44 7366 101296

The registered office is not a return address. Customers must contact us for the designated return address.

19. Policy Version

This version takes effect on 1 August 2026 and applies only to orders placed on or after that date.

Maeve & Co may update this policy for future purchases. Changes will not retrospectively reduce rights or benefits forming part of an existing order.