Refund policy

We want you to love your Manang House purchase. If something is not right, the following policy explains how returns, cancellations, refunds and exchanges are handled.

1. Return Window

You may request a change-of-mind return within 14 days of receiving your order.

Return and cancellation rules apply only to eligible products purchased after the relevant rules were activated or updated on our store.

2. Condition of Returned Items

To be eligible for a change-of-mind return, items should be:

• Returned in their original condition.
• Unwashed and unaltered.
• Returned with the original tags attached.
• Not worn or handled beyond what is reasonably necessary to inspect or try the item on.

We may refuse a change-of-mind return or reduce the refund where an item has been used or handled beyond what was reasonably necessary and this has caused a genuine reduction in its value.

These conditions do not limit any statutory rights that apply to faulty, damaged, unsafe, misdescribed or incorrect goods.

3. How to Start a Return or Cancellation

You may submit a return or cancellation request through the return and cancellation function available on our online store.

You may also contact us by email at info@mananghouse.com.

Please include:

• Your full name.
• Your order number.
• The item you wish to return or cancel.
• The reason for your request.
• Photographs where the item is faulty, damaged or different from what was ordered.

Please do not send an item back before submitting a return request or contacting us for return instructions.

4. Return Shipping

Change-of-Mind Returns

For change-of-mind returns, the customer is responsible for arranging and paying the direct cost of return shipping.

We recommend using a tracked shipping service and keeping proof of postage. Manang House is not responsible for returned items that are lost before they are delivered to us.

Faulty, Damaged or Incorrect Items

Where an item is confirmed to be faulty, damaged or incorrect, Manang House will provide a return shipping label or reimburse reasonable return shipping costs.

Please contact us before returning the item so we can provide the appropriate instructions.

5. Restocking and Cancellation Fees

Manang House does not charge a restocking fee for eligible returns.

Manang House does not charge a cancellation fee for eligible order cancellations or statutory withdrawal requests.

6. Order Cancellations

Customers may request cancellation of eligible, unfulfilled items until those items have been fulfilled.

Once an item has been fulfilled or dispatched, it may no longer be possible to cancel the shipment. You may instead need to request a return after receiving the order.

We will confirm whether the cancellation request has been accepted.

7. Refunds

Once a returned item is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method used for the purchase.

After Manang House processes the refund, the time taken for the funds to appear may depend on your bank, card issuer or payment provider.

Where permitted by law, we may withhold a refund until we have received the returned goods or the customer has provided acceptable evidence that the goods were sent back.

8. Original Delivery Charges

For ordinary change-of-mind returns outside any statutory withdrawal right, original delivery charges might not be refundable unless required by applicable law.

For an eligible European Union statutory withdrawal, Manang House will refund the cost of the least expensive standard outbound delivery option offered for the order.

Additional costs paid for express, premium or upgraded delivery are not refundable beyond the cost of the least expensive standard delivery option, unless required by law.

9. Exchanges

To request a different size, colour or product, you may start a return and place a new order.

You may also contact info@mananghouse.com for assistance.

Exchanges are subject to product availability. Where an exchange cannot be completed, an eligible refund may be offered instead.

10. Faulty, Damaged or Incorrect Items

Please contact info@mananghouse.com as soon as reasonably possible if your item is faulty, damaged or incorrect.

Your statutory consumer rights are not limited by a 7-day notification period.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, price reduction or another remedy.

Where an item is confirmed to be faulty, damaged or incorrect, Manang House will provide or reimburse reasonable return shipping costs.

11. Final Sale Items

Products or collections specifically identified as final sale might not be eligible for change-of-mind returns or cancellations.

A final sale designation does not remove any statutory rights that apply to faulty, unsafe, damaged, misdescribed or incorrect goods.

12. Australian Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights, guarantees, remedies or protections available under the Australian Consumer Law that cannot legally be excluded, restricted or modified.

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European Union Customers

13. EU Right of Withdrawal

European Union customers may withdraw from an eligible online purchase without giving a reason within 14 days after receiving the last item in the order.

If the final day of the withdrawal period falls on a weekend or public holiday, the deadline extends to the next working day.

Customers may exercise the right of withdrawal through the electronic return or cancellation function available on our store.

Customers may also provide a clear withdrawal statement by emailing info@mananghouse.com.

The withdrawal request should include:

• The customer’s name.
• The order number.
• The products covered by the withdrawal.
• A clear statement that the customer wishes to withdraw from the order.

14. Returning Goods After an EU Withdrawal

After notifying Manang House of the withdrawal, the customer must return the goods within 14 days.

For change-of-mind withdrawals, the customer is responsible for arranging and paying the direct cost of return shipping.

No cancellation fee or restocking fee applies to an eligible EU statutory withdrawal.

Customers should retain proof that the returned goods were sent.

15. Inspecting EU Purchases

European Union customers may inspect and try on clothing as they would reasonably do in a physical shop.

Manang House may reduce the refund only where handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods has caused a genuine reduction in value.

16. EU Refunds

For an eligible European Union withdrawal, Manang House will refund:

• The price paid for the eligible returned products.
• The cost of the least expensive standard outbound delivery option offered for the order.

Additional costs paid for express, premium or upgraded delivery are not refundable beyond the cost of the least expensive standard delivery option.

The refund will be processed within 14 days after Manang House is informed of the withdrawal.

However, Manang House may withhold the refund until the returned goods are received or the customer provides acceptable evidence that the goods were sent back, whichever occurs first.

The refund will normally be issued using the same payment method used for the original transaction, unless another method is expressly agreed and does not result in additional fees for the customer.

17. Faulty, Damaged or Incorrect Goods in the EU

Faulty, damaged or incorrect goods are handled separately from change-of-mind withdrawals.

Manang House will provide an appropriate remedy in accordance with applicable consumer law and will provide or reimburse reasonable return shipping costs.

18. EU Withdrawal Exceptions

The statutory right of withdrawal may not apply to certain products where an exception is permitted by applicable law, including:

• Goods made to the customer’s specifications.
• Clearly personalised goods.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons where the seal has been removed after delivery.
• Other goods legally excluded from the statutory withdrawal right.

Any applicable exception will be communicated clearly before the customer completes the purchase.

19. Contact Information

For return, cancellation, exchange or refund enquiries, contact:

Manang House
Email: info@mananghouse.com
Website: www.mananghouse.com