Exchange Policy

At Mavro, we want you to be fully satisfied with your purchase. This Exchange Policy has been created to comply with UK consumer protection laws, ensuring a transparent, fair, and customer-friendly process.

1. 30-Day Exchange Window

You may request an exchange within 30 days of receiving your order.
To be eligible for an exchange:

The item must be unworn and unused
It must be in its original packaging
It must be in the same condition as received

If the item was delivered damaged, faulty, or incorrect, you are legally entitled to a free replacement under the Consumer Rights Act.

2. How to Request an Exchange

To initiate an exchange, please contact:

Email: support@mavro.uk

Include the following information:

Order number
Full name
Item you wish to exchange
Size/colour/model you want instead
Photos (only required if the item is damaged or faulty)

Our support team replies within 24–48 hours with instructions.

3. Exchange Shipping Costs

Customer preference exchanges (size, colour, change of mind):

1. The customer is responsible for return shipping costs.
2. Mavro covers the cost of sending out the replacement item.

Faulty, damaged, or wrong item received:

1. Mavro covers all shipping costs, both return and replacement.
2. No fees are charged.

This complies with UK consumer law and Google Merchant transparency requirements.

4. Processing Time

Once the returned item is received and inspected:

Your new item will be dispatched within 2–5 business days
You will receive tracking confirmation via email

If the returned product shows signs of wear or damage not caused by transit, the exchange may be rejected. In this case, you will be notified and the item may be returned to you.

5. Items Not Eligible for Exchange

The following items cannot be exchanged unless faulty:

Underwear, swimwear, and intimate apparel
Personal care items
Gift cards
Clearance, seasonal, or limited-release items (unless noted otherwise)

This ensures compliance with hygiene standards and UK return regulations.

6. Exchanges vs. Returns

If you prefer a refund instead of an exchange, please refer to our Returns & Refund Policy.
In some cases (such as a different item or major price difference), we may advise processing a return first and then placing a new order.

7. Lost or Missing Replacement Shipments

If your exchanged item is lost in transit before delivery is confirmed, Mavro will send a free replacement.
If delivery is confirmed by the courier but the parcel is missing, additional verification may be required.

8. Order Cancellations Before Dispatch

If you wish to change size, colour, or item before the order is shipped, contact us within 2 hours of placing the order.
Once processing begins, the exchange must be requested after delivery.

9. Contact Information

If you have any questions about our Exchange Policy, please contact: