Useful information
What are your rights?
You have at least 14 calendar days (up to 100 days, depending on the seller and if gone through ManoExpress) from the date of receipt of your product to exercise your right of withdrawal. After this period, the merchant is under no obligation to accept your return request. After your return request: you again have 14 calendar days from the date of your request to return the item.
What are the conditions for returning an item?
The item must not have been used and must be returned in its original packaging and in good condition, fit for re-sale. If these conditions are not met, the merchant is entitled to give you a partial refund or to reject your request.
Personalized and perishable items are not eligible for return.
You must not return goods until you have received the merchant's response by e-mail, otherwise processing of your request will be delayed or even cancelled.
Who pays for returns?
You will be responsible for return shipping costs in the event of withdrawal, unless otherwise specified in the merchant's terms and conditions or on the product page.
If your product is eligible for free returns and the merchant indicates the opposite, do not hesitate to contact ManoMano customer service.
When will your refund be processed?
In the event of withdrawal, your refund will be processed no later than 14 calendar days after the date on which you requested the return of your product. However, the merchant may defer your refund until the day he receives your package or until proof of shipment is provided.
An email will be sent to you when your refund is processed. Full details of how your refund will be processed are given in this article.
Steps to follow
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.
What instructions will you receive?
After receiving your request, you will receive an acknowledgement of receipt, including a summary of your request.
A prepaid return label or the scheduling of a home collection will be arranged by the seller or by ManoMano within 48 hours of your request. Return shipping costs will be deducted from your total refund unless the product is eligible for free returns.
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.
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.
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