SUMMARY
II - Steps to follow: how to return a product for withdrawal?
A - Request the return of the product
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Useful information
What are the general conditions for withdrawal?
Item condition
The item must not have been used and must be returned in its original packaging, in good condition and suitable for resale. If these conditions are not met, the seller is entitled to partially refund you or reject your request.
Personalised items and perishable items are not eligible for withdrawal.
Withdrawal, shipping and refund deadlines
Withdrawal deadline: You have at least 14 calendar days (up to 100 days, depending on the seller and if the product went through ManoExpress) from the date of receipt of your product to exercise your right of withdrawal. After this period, the seller will have no obligation to accept your return request.
To find out the return conditions for a specific product, go to the "Delivery" or "Delivery and returns" section of the relevant product.
Deadline to send the product: After your return request, you have a further 14 calendar days from the date of your request to send the item back.
Refund deadline: You will be refunded within a maximum of 14 days from your return request. This period may be extended until the seller receives your parcel, or until you provide them with proof of shipment.
An email will be sent to you when your refund is triggered. All information about your refund process is detailed in this article.
Return costs
Returns are free for ManoExpress products, Top members of the loyalty programme, and on ManoMano Pro (France, Italy and Germany only).
For other orders, return conditions are set by each seller and may therefore vary from product to product.
To find out the return conditions for a specific product, go to the "Delivery" or "Delivery and returns" section of the relevant product. Remember to log in to your account to check whether your loyalty programme status entitles you to free returns.
If your product is eligible for free returns but the seller tells you otherwise, do not hesitate to contact ManoMano customer service.
Return costs are set by the seller and may differ from the initial delivery costs.
Example: you return a product that cost you €100 + €5 delivery. The return costs, as set by the seller, are €8. You are therefore refunded €92.
Steps to follow: how to return a product for withdrawal?
Request the return of the product
A/ If you placed the order with a customer account
- Log in to your customer account with your e-mail address and password.
- Click on "ACCOUNT" then "My orders" to find the relevant order.
- Once the order is identified, click on "Return/withdrawal” and follow the instructions to confirm your request.
B/ If you placed the order without a customer account
Depending on whether you left the order confirmation page after validation or not, the process may vary.
i/ If you stayed on the order page after confirmation
- Click on "My orders" to find the relevant order.
- Once the order is identified, click on "Return/withdrawal" and follow the instructions to confirm your request.
ii/ If you left the order page after confirmation
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Access your "My orders" section. To do so, 2 options:
a/ Click directly on the "My orders" redirect link in your order summary email.b/ Or go to https://www.manomano.co.uk/ and click on the "My account" icon. Click on “Continue as a guest “ to identify your order using your email address.
- The "My orders" page is displayed; you can then click on "Return/withdrawal" and follow the instructions to confirm your request.
After receiving your request, you will receive an acknowledgement of receipt including a summary of your request.
Receive the instructions
Within 48 hours of your request, the seller (or ManoMano for ManoExpress orders) will contact you to inform you of any return costs and, where applicable, send you a prepaid return label or arrange a home collection.
What to do if there is no response or if no label is sent within 48 hours?
- Log in to your customer account with your e-mail address and password.
- Click on "ACCOUNT" then "My purchases" to find the relevant order.
- Click on the order, then on "Access help".
- Answer "no" to the question "Is your request being processed or resolved?"
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Fill in the form: a response from customer service will be sent to you within 24 hours.
⚠️ You must not return the goods before receiving a response from the seller, otherwise the processing of your request will be delayed or even cancelled.
Send your product
Here are some tips for properly packaging your product before the return:
• Preferably use the original packaging
• If you no longer have it, choose a sturdy box appropriate to the size of the product
• Protect the product (with bubble wrap, newspaper or cardboard)
• Close the parcel securely with adhesive tape
• Remove or cover any old shipping labels
• Stick your return label clearly in a visible location
Receive your refund
14 days after your request or upon receipt of the parcel, you will receive your refund. An email will notify you.
Any return costs will be deducted from your total refund
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