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Return & Refund Policy
Last updated: 29 May 2026 · UK Consumer Rights Act 2015 · maibo.uk
30
Day Returns
14
Day Refund Processing
Free
Return Shipping on Faulty Items
Operated by: Maibo Limited, Luton, United Kingdom · Company No. 13921510 · VAT GB 043 9164 480
Contact: maibo@maibo.uk · WhatsApp: +44 7557 081417 · Response time: within 24 hours, Mon–Fri (excluding UK public holidays).
At Maibo Limited, we want you to shop with confidence. This policy explains your rights and our process for returns and refunds. Your statutory rights under UK consumer law are always protected and are not affected by anything written in this policy.
Where we ship: This policy applies to orders delivered within mainland Great Britain (England, Scotland, Wales) and Northern Ireland purchased directly on maibo.uk. For orders placed on eBay UK, OnBuy or Amazon UK, see Section 08.
01
Your Legal Rights (UK Customers)
Under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have the following rights when shopping online with us:
Short-Term Right to Reject (30 Days)
If an item is faulty, not as described, or not fit for purpose, you have 30 days from delivery to reject it and receive a full refund (item price + shipping both ways).
14-Day Cooling-Off Period
You may cancel any online order within 14 days from the day after delivery — no reason needed. Once you notify us, you have a further 14 days to return the item.
Six-Month Presumption of Fault
If a fault appears within six months of delivery, it is legally presumed to have existed at the time of sale, unless we can demonstrate the fault arose later through misuse, accidental damage, or normal wear and tear.
Refund to Original Payment Method
Refunds are issued to the original payment method used at checkout. If that method is no longer available, we will offer store credit or a bank transfer to a verified account in your name.
For multi-item orders delivered in separate parcels, your 14-day cooling-off period begins the day after the last item arrives.
02
Our Extended Goodwill Returns (Up to 30 Days)
In addition to your legal rights, we voluntarily accept returns for unused items in original condition up to 30 days after delivery. To qualify:
This extended return period is a goodwill gesture and does not affect your statutory 14-day cooling-off rights or your 30-day right to reject faulty goods.
03
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged during delivery, or you received the wrong product, please contact us as soon as possible. Following inspection of the returned item, we will arrange a replacement or full refund within 14 days of receiving it.
Photographic evidence is required. Refund or replacement requests for faulty or damaged items will not be processed without clear photos showing the issue and, for damaged parcels, photos of the outer packaging so we can claim from the courier. Please include your order number when you contact us.
Return shipping is covered by us when the return is due to our fault — faulty, damaged, or incorrect item. We will either issue a prepaid Royal Mail return label by email, or reimburse a valid tracked postage receipt up to £4.50 (Royal Mail Tracked 48 equivalent).
Exclusions: Items damaged by misuse, drops, water exposure, unauthorised modification, or normal wear and tear are not eligible under this section. Such cases are assessed under our manufacturer warranty (Section 04) and may require additional evidence.
04
2-Month Manufacturer Warranty
All products sold on maibo.uk are covered by a 2-month limited manufacturer warranty from the delivery date, in addition to your statutory rights. The warranty covers manufacturing defects only and is offered at our discretion as a remedy of repair, replacement, or refund.
0–30 Days After Delivery
Full refund or replacement under your statutory short-term right to reject (CRA 2015). Return shipping paid by us.
31–60 Days (Maibo Warranty)
Repair or replacement at our discretion for manufacturing defects. If neither is possible, full refund. Return shipping paid by us.
61 Days – 6 Months
Assessed under the CRA 2015 presumption of fault. Repair or replacement subject to proof the fault is inherent and not caused by misuse or wear.
Beyond 6 Months
CRA 2015 statutory rights continue for up to 6 years where the customer can demonstrate the fault was inherent at sale. Assessed case by case.
What the warranty does not cover: normal wear and tear, accidental damage, drops, crushed connectors, liquid or moisture damage, misuse, use outside the product’s stated specification, damage caused by third-party chargers or cables, unauthorised modification or repair, and cosmetic damage that does not affect function. Photographic or video evidence may be required before assessment.
05
How to Return an Item
01
Contact Us First
Email us at maibo@maibo.uk or WhatsApp +44 7557 081417 with your order number and reason for return. Do not send items back without prior authorisation.
02
Receive Authorisation
We confirm your return within 24 hours (Mon–Fri) with the return address and instructions. For faulty items we send a prepaid label. Authorised returns must be posted within 14 days of the authorisation email.
03
Pack & Send
Securely package the item in its original packaging with all accessories included. Use a tracked shipping service — we cannot accept responsibility for items lost in transit.
04
Inspection & Refund
Once received and inspected, your refund is processed to the original payment method within 14 days. Your bank or card provider may take a further 3–5 working days to credit the funds.
06
Items That Cannot Be Returned
For hygiene, safety and security reasons, the following items are not eligible for change-of-mind returns once opened or unsealed:
In-Ear Earphones & Earbuds
Wired earphones, wireless earbuds and in-ear monitors — returnable only if the hygiene seal is unbroken.
Gaming Headsets & Over-Ear Headphones
Returnable if unworn, with original ear-cushion protective film intact.
Software-Locked Items
Memory cards, USB drives, and SSDs once activated, registered, or paired to a device.
Used or Incomplete Products
Items showing wear beyond inspection, or missing original packaging, accessories or manuals.
Personalised or Custom Products
Engraved, custom-printed or made-to-order items.
These exclusions do not apply if the item is faulty, damaged or not as described — your statutory rights under the UK Consumer Rights Act 2015 always apply in those cases, regardless of whether the item has been opened or used.
07
Refunds & Deductions
Refunds are issued to the original payment method. We process refunds within 14 days of receiving and inspecting your return; your bank, card provider or PayPal may take a further 3–5 working days to credit the funds.
Deductions for handled items. Under the Consumer Contracts Regulations 2013, we may apply a reasonable deduction if an item shows signs of use beyond what was necessary to inspect it (for example, earbuds removed from sealed inner packaging, or a cable showing signs of repeated wrapping). Any deduction is explained to you in writing before the refund is issued.
Restocking fee. Goodwill returns received without original packaging, accessories, manuals or promotional items may be subject to a restocking fee of up to 15% of the item value to reflect resale value loss. This does not apply to faulty or damaged items.
08
Marketplace Orders (eBay UK, OnBuy, Amazon)
If you purchased your item through eBay UK, OnBuy, Amazon UK or another marketplace, the marketplace’s own return policy applies in addition to your UK statutory rights.
Please open the return request through that platform’s message system so the order can be tracked properly:
eBay UK
Open a return from My eBay → Purchase history → Return this item.
OnBuy
Open a case from My Account → Orders → Request a return.
Amazon UK
Open a return from Your Orders → Return or replace items.
09
Dispute Resolution
We aim to resolve every complaint internally and quickly. If you are unhappy with our final response, you have the following options:
Citizens Advice
Free, impartial consumer advice on UK consumer rights. Call 0808 223 1133 or visit citizensadvice.org.uk.
Chargeback / PayPal Dispute
If you paid by debit or credit card you may request a chargeback through your bank. PayPal orders are covered by PayPal Buyer Protection.
Small Claims Court
For unresolved claims you may pursue your statutory rights through the small claims track of the County Court.
In accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we are not currently a member of an ADR scheme. We will engage constructively with any reasonable complaint and respond in writing within 8 weeks of receiving full details of the complaint.
10
Important Terms & Liability
Maximum Liability
Our maximum liability under this policy is limited to the original purchase price of the item, except where statutory rights provide otherwise. We are not liable for indirect or consequential losses (such as loss of data, loss of use, or third-party device damage) that could not reasonably have been foreseen at the time of sale.
Unauthorised Returns
Items returned without prior authorisation may be refused on delivery and returned to sender at the sender’s expense. Always contact us first using the process in Section 05.
Pattern of Returns
Where a customer shows a clear pattern of abusive or excessive returns inconsistent with normal consumer use, we reserve the right to refuse future orders or apply a restocking fee, subject to your statutory rights.
Goodwill Is Not Precedent
Acceptance of a goodwill return, refund, or warranty replacement on one occasion does not create an entitlement to similar treatment on future orders. Each request is assessed on its own merits.
Nothing in this section limits, removes or replaces your statutory rights as a consumer under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable law.
11
Return Address & Company Details
Returns Processing Address
Maibo Limited — Returns
4 Dukes Court, Wellington Street
Luton, LU1 5AF
United Kingdom
Company No. 13921510 · VAT GB 043 9164 480
Registered in England & Wales
Please do not send items without prior authorisation. Unauthorised returns may be refused on delivery and returned to sender at the sender’s expense. Contact us first by email or WhatsApp to receive the confirmed return instructions.
Need Help?
Have a question about your order?
We aim to respond within 24 hours, Monday to Friday (excluding UK public holidays).