Refund policy

Returns and Refunds

We offer a 30 day return policy and aim to make returns as simple and transparent as possible. If there is anything wrong with your order, our team is here to help.

Returns are accepted within 30 days of delivery, for both faulty and non-faulty items, provided the piece is unused or only lightly handled. We are unable to accept returns or exchanges requested after this period.

To be eligible for a return, your item must be in the same condition in which you received it, complete with its original packaging, cable and any accessories.

Your Statutory Rights, UK Consumer Law

As a consumer in the United Kingdom you have the right to cancel your purchase within 14 days of receiving your order, without giving a reason, under the Consumer Contracts Regulations 2013. In addition to this statutory right, we offer an extended 30 day return window as a matter of company policy.

To qualify for a full refund, items must be returned in their original packaging and in the condition in which they were received. You may inspect and handle a piece as reasonably necessary to determine its nature, characteristics and functioning, in the same way you would in a shop. Where permitted by law, refunds may be reduced to reflect any diminished value resulting from handling or use beyond what is reasonably necessary.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including your right to a repair, replacement or refund where a product is faulty, not as described, or not fit for purpose.

Who Pays for Return Postage

If you are returning an item because you have changed your mind, the cost of return postage is your responsibility. You are free to choose your own carrier, and we recommend using a tracked service and keeping your proof of postage, as we cannot take responsibility for a return that does not reach us. The item remains your responsibility until it arrives with us and has been inspected.

If your item is faulty, damaged in transit or not the item you ordered, we cover the cost of return. In these cases, please contact us before sending anything back and we will arrange the return for you.

How to Start a Return or Exchange

To start a return or exchange, email us at support@studiomalone.co.uk within the return period. Please include:

  • Your order number
  • The name and delivery address on the order
  • Whether you would like a refund or an exchange
  • The reason for the return
  • Clear photographs of the item in its original packaging

In some cases we may ask for a short video, for example where an item appears damaged or is not working as it should.

We will respond within 24 hours and confirm how to return your item. Please wait for confirmation before sending anything back, so that we can make sure it reaches the right place and that any return we are covering is arranged correctly.

Return Address

We will provide the correct return address once your return has been confirmed. The address depends on the item and the reason for return, so please wait for our confirmation rather than returning to the address on the parcel.

Return Packaging Guidelines

To make sure your return arrives safely:

  • Items should be returned in their original packaging, including all inserts, cables and accessories
  • Pack the item securely to prevent damage in transit, as it travelled to you
  • Returns sent without original packaging, or damaged because of poor packing, may be refused or the refund reduced

Return Costs

  • If you are returning an item because you have changed your mind, you arrange and pay for return postage yourself
  • If an item is faulty, damaged or incorrectly delivered, we cover the cost of return
  • No restocking fees are charged

Faulty or Damaged Products

Please inspect your order when it arrives. If an item arrives damaged, faulty or is not the item you ordered:

We will arrange a return at no cost to you, followed by a full refund or a replacement, whichever you prefer. Reporting any damage or delivery error as soon as possible, ideally within 7 days of delivery, helps us resolve it quickly. This does not affect your statutory rights under UK consumer law.

Claims are reviewed individually. We may decline a claim where damage appears to result from misuse, accidental damage after delivery, or failure to follow the instructions supplied with the product, and we may ask for the item to be returned for inspection.

Non-Returnable Items

The following cannot be returned unless faulty:

  • Gift cards
  • Bespoke, personalised or made to order pieces

Exchanges

We accept exchanges within 30 days, for both faulty and non-faulty items. You may exchange a piece for a different finish, a different product, or the same item if it arrived damaged.

Email us at support@studiomalone.co.uk with your order number and what you would like instead. We will confirm availability and dispatch the replacement once your return reaches us. Where there is a price difference we will either refund it or send a link to pay the balance.

If you are exchanging a faulty or damaged item, we cover the return postage. If you are exchanging because you have changed your mind, you arrange and pay for the return postage, and we send the replacement to you free of charge.

Incorrect or Incomplete Delivery Address

Please check your delivery address carefully before placing your order. We ship to the address exactly as entered at checkout, and once an order has been dispatched the address cannot be changed.

If an order is returned to us because of an incorrect or incomplete address, we will cancel and refund it, and you are welcome to place a new order with the correct details. If an order is lost because of an incorrect or incomplete address, we may be unable to offer a refund or a replacement.

Order Cancellations

You can cancel your order free of charge at any point before it is dispatched. Contact us as soon as possible at support@studiomalone.co.uk. Once an order has been dispatched, it is handled under this returns policy and your statutory rights.

Refund Processing

Once your return reaches us we will inspect it and email you to confirm receipt and to let you know whether your refund has been approved.

  • Approved refunds are issued to your original payment method
  • In line with your statutory cancellation rights, refunds are issued no later than 14 days after we receive your return or your valid cancellation notice
  • Refunds may take a further few business days to appear in your account, depending on your bank or payment provider
  • If a return is ineligible or incomplete, we will contact you before taking any further step

If your refund has not arrived after the stated period, please check with your bank or card provider for pending transactions first, then contact us at support@studiomalone.co.uk.

Business Days

Business days are Monday to Friday, excluding public holidays in Northern Ireland.

Business Information

Company Name: Studio Malone Ltd T/A Studio Malone
Company Registration No.: NI741435
Registered Address: 16 Mount Charles, Belfast, BT7 1NZ
Email: support@studiomalone.co.uk
Phone: +44 7848 409762
Customer Support Hours:
Monday to Friday: 9:00 am – 5:00 pm (GMT)
Response Time:
Within 24–48 business hours