Last updated: 22 December 2025
This Returns & Refund Policy explains your rights and our procedures for returning products purchased from MACIE.
This policy applies to customers in the United Kingdom and should be read together with our Terms and Conditions.
1. Your Right to Cancel (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without providing any reason.
The cancellation period:
Starts the day after you receive the product.
Applies to most products sold online.
To exercise your right to cancel, you must clearly inform us of your decision within this period.
How to cancel:
Email support@macieshome.com, stating your order number and your intention to cancel.
2. Conditions for Returns
To be eligible for a return, the following conditions must be met:
The product must be returned within 14 days after cancellation.
The item must be unused, in its original condition and original packaging.
All accessories and included items must be returned.
We reserve the right to refuse returns that do not meet these conditions, except where the product is faulty or not as described.
3. Return Shipping Costs
Unless the product is faulty or incorrect, the customer is responsible for return shipping costs.
Original shipping fees are non-refundable, unless required by law.
We recommend using a tracked shipping service, as we cannot be responsible for lost return shipments.
4. Refunds
Once we receive and inspect the returned item, we will process your refund as quickly as possible.
Refunds are usually processed within 7 days.
In all cases, refunds will be issued no later than 14 days, in accordance with UK consumer law.
Refunds will be made to the original payment method used for the purchase.
We may reduce the refund amount if the item shows signs of use beyond what is necessary to inspect it.
5. Faulty, Damaged, or Incorrect Items
If you receive an item that is:
Faulty Damaged during transit Not as described
Please contact us at support@macieshome.com
within a reasonable time, including photos where possible.
In these cases:
We will cover reasonable return shipping costs.
You may choose between a replacement or a full refund, in line with UK consumer law.
6. Exceptions to the Right to Cancel
Under UK law, the right to cancel does not apply to certain products, including:
7. Exchanges
We do not offer direct exchanges.
If you wish to exchange an item, please return the original product in accordance with this policy and place a new order.
8. Dropshipping and International Returns
MACiE operates under a dropshipping business model, and products may be shipped directly from suppliers located in China.
Return instructions may involve international return addresses.
Detailed return instructions will be provided once your return request is approved.
9. Late or Missing Refunds
If you have not received your refund after the stated timeframes:
Check your bank or payment provider.
Contact your card issuer or payment processor.
If the issue persists, please contact us at support@macieshome.com
.
10. Contact Us
For all return and refund requests, please contact:
MACIE
Langensteiner Weg 12
12169 Berlin
Germany
Email: support@macieshome.com
