Refund Policy
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Please note: it is your responsibility to advise us of any changes to your PayPal email address (where applicable). Refunds can take up to 30 days from receipt of the return. See document ‘AW returns and refunds policy’ for details.

 

Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 36 hours of receipt of the item in writing (e-mail mawuenarankineoffice@gmail.com). 

Please note we will offer a refund for any Faulty items instead of a replacement for orders overseas.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g. batteries) are not covered for replacement during 'normal' use.

For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible faults instead of a return.  We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter.

 

The goods should be returned to us in line with our Returns Procedure below. 

We will check products returned as faulty. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.

For items over £15 sale price before VAT, please contact us via email at: mawuenarankineoffice@gmail.com describing the type and extent of the fault and we will advise you how to proceed.

PLEASE DO NOT PLACE DUPLICATE ORDERS TO REPLACE DAMAGED/FAULTY ITEMS, it will not speed up the replacement process.

 

For heavy, courier delivered items of the value of over £15 sale price before VAT with visible fault (s) that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)

In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure below.  If the goods you have returned are found not to be faulty, you will be notified in writing.  You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.

Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify us in writing (by e-mail: mawuenarankineoffice@gmail.com) within 48 hours of receipt of the goods. For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible damage instead of a return.  We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter. 

For items over £15 sale price before VAT, please contact us via email at mawuenarankineoffice@gmail.com describing the type and extent of the damage and we will advise you how to proceed.

For heavy, courier delivered items of the value of over £15 sale price before VAT with visible damage that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)

Please note we will offer a refund for any damaged items instead of a replacement for orders overseas.

In the event the damaged goods are to be returned to us by the recipient, please see our Returns Procedure below. Once the goods have been received at the Despatch Depot, the goods will be examined for the damage. If the damage is verified, we will replace the item within 3 working days at no additional cost to you and you will be reimbursed for any reasonable carriage charge incurred by the return.

If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.

 

PLEASE DO NOT PLACE DUPLICATE ORDERS TO REPLACE DAMAGED ITEMS, it will not speed up the replacement process.

Wrong Item(s) Delivered
If, by mistake we supply you with an incorrect item, you must notify us within 20 days.

 

If the projected reasonable carriage costs for an item to be returned exceeds the value of the item, we will ask for photographic evidence that the item is incorrect, the end customer is then free to dispose of the incorrect item in the manner most convenient to themselves.

The goods should be returned to us in line with our Returns Procedure. Once we have received the incorrect items at our Despatch Depot or received proof of postage, the correct items will be shipped within 2 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.

In the event of an item of over 2kg in weight we can arrange a courier collection at the same time as the correct item is delivered (this service is only available if there will be somebody present at the delivery address to accept the delivery and pass back the incorrect goods).

PLEASE DO NOT PLACE DUPLICATE ORDERS TO REPLACE DAMAGED ITEMS, it will not speed up the replacement process.

Item(s) Not Required
If you wish to return an unwanted item, you must notify us in writing (e-mail mawuenarankineoffice@gmail.com) within 10 days of receipt of the item. A refund will be credited back to your original method of payment for the item only within 30 days of you notifying us of the cancellation. Providing we have received the item back.

The item should be returned to us in line with our returns instructions within 28 days of you notifying us. You will be responsible for returning the goods at your own cost, and they should be returned in their original packaging and 'as new'.

This condition does not apply to perishable (those items supplied with a printed Use By date) items, unless previously agreed in writing.

Extra Item(s) Delivered
If, by mistake we supply you with extra items, you must notify us immediately, either in writing (by e-mail or by using the Contact Us page on the website) The item(s) should be returned to us in line with our Returns Procedure (see condition 8 below). Once the goods have been returned to the Despatch Depot, you will be reimbursed for any reasonable carriage charge incurred by the return.

If you do not inform us of receipt of extra items and you are found in possession of goods that you have not paid for, you will be charged for the goods in full.

 

Non-Delivery of Item(s)

We class an order as non-delivery if it has not arrived within 2 weeks. You have 18 days from when you made your payment to notify us of any missing, damaged or faulty items. Orders over this time period will not refunded or replaced. Please email mawuenarankineoffice@gmail.com. Please provide us with the original order number as reference.

We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods.

Please note we will offer a refund for any missing items instead of a replacement for orders overseas.

Please do not place duplicate orders for replacement of non-delivered goods.

 

Returns Procedure

Please note, as stated above, in the event of an item arriving damaged, contact must be made to ourselves via Email: mawuenarankineoffice@gmail.com and we will advise whether a return is necessary.  We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return.
The returns address will be provided. 

Before returning any items, you must inform us of the reason for the return. Please quote your original order number (starting with AW) on all returns and correspondence.

In the event of an item returned not arriving to us, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage.

We advise that customers return items of high value (£15 or more) a return signed for second class.

If an item(s) is returned without any written communication, and not in line with our returns procedure, we will not compensate for any transport costs involved.

Limitation of Liability
We will not be liable to you for any loss or damage in circumstances where:

1. There is no breach of a legal duty owed to you by Mawuena Rankine or by partners or agents;
2. Such loss or damage is not a reasonably foreseeable result of any such breach;
3. Any increase in loss or damage resulting from breach by you of any item of this contract.

Data Protection
Mawuena Rankine will take all reasonable precautions to keep the details of your order and payment secure. However, unless we are negligent, we will not be liable for unauthorised access to information supplied by you.

Mawuena Rankine will only supply your details to fulfilment and shipping agencies who work with us to handle your orders but we will not supply your details to any other third parties who are not involved in this process. 

Images

Although all effort is made to update product images on a regular basis product images are for illustrative purposes and may differ from the actual product.  Please note there will be variations in colours pertaining to products manufactured from natural materials (e.g. Soap Stone). 

No replacements will be made if a customer is dissatisfied with the colour of a soapstone product as soapstone can vary from any colour between pink and black.  If a customer wishes to return a soapstone item due to its colour it should be returned in line with the returns procedure and a refund in full will be given for the original item cost, no refund will be made for carriage fees involved.

No replacements will be made if a customer is dissatisfied with the colour of any product which is listed as having varying colours in the description.  If a customer wishes to return a varying colours item due to its colour, it should be returned in line with the returns procedure and a refund in full will be given for the original item cost, no refund will be made for carriage fees involved.

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Exclusions

This policy excludes books and digital products. Please see the separate product page for books and digital products for further information.