Refund policy

We want you to be happy with your Muffin & Berry purchase. If you change your mind, you may return an eligible product in accordance with the conditions below.

This policy does not limit any mandatory consumer rights available under applicable law.

Return Period

You may request a return within 14 calendar days of receiving your order. Return requests submitted after this period may be declined, except where the product is damaged, defective, incorrect, or applicable consumer law provides otherwise.

After contacting us, please send the product back promptly and no later than 14 calendar days from the date you notified us of your return. The carrier’s acceptance or postage date will determine whether the return was dispatched within this period.

Please provide a tracking number or dated proof of postage after dispatching your return. Keep this documentation until your return and refund have been completed.

How to Start a Return

You may submit a return request through your customer account or email us at info@muffinandberry.com within 14 calendar days of delivery.

Please include your order number and the product you wish to return. You may provide a reason for the return, but you are not required to do so when exercising an applicable statutory right of withdrawal.

After reviewing your request, we will provide the correct return address and detailed return instructions. Please do not send the product to our registered company address.

Return Conditions

To receive a full refund, returned products should be:

  • Unused and unwashed

  • Clean and free from pet hair, odors, stains, or other signs of use

  • Returned with all original tags, parts, and accessories

  • Carefully packaged to prevent damage during return shipping

  • Returned in their original packaging whenever reasonably possible

You may inspect the product as you would in a physical store. If it has been handled or used beyond what is necessary to establish its nature, characteristics, and functionality, you may be responsible for the resulting loss in value. Where permitted by law, this amount may be deducted from your refund.

Return Shipping Costs

The customer is responsible for return shipping costs when returning an eligible product because of a change of mind, incorrect size selection, or another personal reason.

You may arrange return shipping independently using a reliable, trackable delivery service.

Alternatively, contact us to ask whether we can arrange a prepaid return label for your country. We will check the available service and inform you of the cost before creating the label. If you accept the quoted price, the return shipping cost will be deducted from your refund.

If the product arrived damaged, defective, or incorrect, Muffin & Berry will cover the reasonable return shipping cost where required by applicable law.

Returning the Product

If you arrange return shipping yourself, we strongly recommend using a trackable and appropriately insured delivery service.

Please keep your receipt and proof of postage and send the tracking number or shipping confirmation to info@muffinandberry.com.

A tracking number showing only that a shipping label was created is not proof of dispatch. The tracking information or proof of postage should confirm that the parcel was accepted by the carrier and sent to the correct return address.

Please package the product securely. If it loses value because it was handled beyond what was necessary or inadequately packaged for return shipping, an appropriate deduction may be made where permitted by law.

Products That Cannot Be Returned

The right to return does not apply to:

  • Products made to the customer’s specifications

  • Clearly personalized or customized products

  • Gift cards, where applicable law permits their exclusion from returns

Please contact us before ordering if you are unsure whether a product is eligible for return.

These exclusions do not affect your rights if a product arrives damaged, defective, incorrect, or is otherwise not as described.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged or defective, or you receive an incorrect product, contact us at info@muffinandberry.com as soon as reasonably possible. Please include:

  • Your order number

  • A description of the problem

  • Clear photographs of the product

  • Photographs of the shipping packaging, if relevant

We will assess the issue and arrange an appropriate solution in accordance with applicable consumer law.

The 14-day change-of-mind return period does not limit your separate legal rights concerning faulty or non-conforming products.

Exchanges

If you would like to exchange a product for a different size or color, contact us at info@muffinandberry.com within 14 calendar days of delivery.

Products returned for exchange must meet the conditions stated in this policy. The customer is responsible for return shipping and the cost of shipping the replacement product, except where the original product was damaged, defective, or incorrect.

If the replacement product costs more than the original, we will send you an invoice for the price difference and any applicable shipping costs. If it costs less, the remaining balance will be refunded to your original payment method.

The replacement product will be dispatched after we receive and inspect the returned product and any outstanding balance has been paid. Exchanges are subject to product availability.

Refunds

Refunds will be issued to the original payment method.

Under applicable EU withdrawal rules, refunds will be issued without undue delay and no later than 14 calendar days from the date you notify us of your decision to withdraw.

We may withhold the refund until we receive the returned product or you provide adequate evidence that it was dispatched to the correct return address, whichever occurs first.

Once either requirement has been met, we normally process the refund within 2–4 business days. We will notify you when the refund has been issued.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at info@muffinandberry.com.

Original Delivery Costs

When an entire eligible order is returned under an applicable right of withdrawal, we will refund the cost of our least expensive standard delivery option.

If you selected express, upgraded, or premium delivery, the additional cost of that service will not be refunded.

When only part of an order is returned, the original delivery cost is not normally refunded unless required by applicable law.

Deductions From Your Refund

The following amounts may be deducted where applicable and permitted by law:

  • The agreed cost of a prepaid return label arranged by Muffin & Berry

  • Any loss in value caused by handling or use beyond what was necessary to inspect the product

  • Any loss in value caused by inadequate return packaging

No return shipping cost will be deducted when Muffin & Berry is responsible for a damaged, defective, or incorrect product.

We will explain any applicable deduction when notifying you about your refund.

Contact Us

For questions about returns or refunds, contact:

Muffin & Berry
Email: info@muffinandberry.com
Return address: Provided with your return instructions

Model Withdrawal Form

If you wish to withdraw from an eligible purchase, you may email the following information to info@muffinandberry.com. Using this form is optional.

To: Muffin & Berry
Email: info@muffinandberry.com
Business address: 
UAB Muffin and Berry, T. Kosciuskos 24 - 14, 01100 Vilnius, Lithuania

I hereby give notice that I withdraw from my contract for the purchase of the following product(s):

Product(s):
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:

If submitting this form on paper:

Customer’s signature: