Refund policy

Returns policy

We offer a 14-day return policy in line with UK and EU consumer protection regulations. This means you have 14 days from the day you receive your item to request a return or cancellation for most eligible products.

This policy applies to both UK and international customers unless otherwise stated.

 

Starting a Return

To initiate a return, please contact us via our website contact form or email us at hello@munkimods.com.

If your return is approved, we will provide instructions and a return address. Items sent back without prior approval may not be accepted.

 

Eligibility for returns

To be eligible for a return, your item must be:

  • In the same condition as received
  • Free from new scratches, dents, cracks, or damage
  • Unused and unworn (where applicable)
  • Returned in its original packaging (where reasonably possible)
  • Accompanied by proof of purchase

Refunds will be adjusted to reflect any diminished value resulting from use, damage, missing parts, tampering, or reduced resale value.


Pre-made devices

Pre-made (non-customised) devices are eligible for return within 14 days of receiving your item.

These items must meet the eligibility criteria listed above.


Custom & Made-to-Order Devices

Custom-built or made-to-order devices are personalised based on the customer’s selected configuration (including but not limited to storage, colours, and backplates).

  • Under UK consumer law, the right to cancel for bespoke or personalised goods may not apply once manufacturing or customisation has begun.
  • Once production has started, custom-built orders are non-cancellable and non-returnable, except where the item is faulty, damaged, or not as described, as required by law.
  • Cancellations requested after production has started will not be eligible for a refund.

Production is deemed to have started once any of the following occurs:

  • Parts are allocated to your order
  • Assembly or configuration work has begun
  • Customisation or build preparation has commenced

We will confirm via email when your order has entered production. This confirmation is final for the purposes of cancellation eligibility.

 

Order Cancellations

Pre-Made Devices

Orders for pre-made devices may be cancelled before dispatch for a full refund.

Custom-Built Orders

Custom orders may be cancelled within 5 days of purchase, provided production has not yet started.

Once production has started, cancellation is not possible.

Orders that have already shipped cannot be cancelled.

This does not affect your statutory rights in relation to goods that are faulty, incorrect, or not as described once received.

To request a cancellation, please contact us at hello@munkimods.com with your order number.


Return Shipping

  • We will provide a prepaid return label via email once your return has been accepted.
  • If you are returning an item due to change of mind, the cost of return shipping will be deducted from your refund total.
  • If the item is faulty, damaged, or incorrect, we will cover the return shipping costs.

Return instructions will also be provided via email.

 

UK & EU Cooling-Off Rights

Customers in the UK and European Union are entitled to a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013.

This allows you to cancel your order within 14 days of receiving it for any reason, without needing to provide justification.

Exceptions may apply for custom-made or personalised goods once production has begun, as permitted under the same regulations.

Nothing in this policy affects your statutory rights under UK or EU consumer law.

 

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

We will assess the issue and provide a repair, replacement, or refund where appropriate.


Non-Returnable Items

We do not accept returns for:

  • Custom or personalised products (once production has started)
  • Gift cards
  • Sale items (unless faulty or not as described)
  • Items damaged due to misuse, tampering, or unauthorised modification

Unauthorised modifications, repair attempts, or tampering (including opening device housing or accessing internal components) may void eligibility for a full refund where damage has occurred or value has been reduced.


Exchanges

The fastest way to receive a replacement is to return your item for a refund and place a new order once the return is accepted.


Once we receive and inspect your return, we will notify you of approval status.

If approved, refunds will be issued to your original payment method within 10 business days. Banks and payment providers may take additional time to process refunds, if more than 15 business days have passed since approval, please contact us at hello@munkimods.com.