Returns Policy
We hope that you are delighted with your purchase. However, in addition to your statutory rights, if for any reason you would like to return a purchase to us, please refer to the returns policy and procedure set out below. We regret that our stores cannot accept returns of items purchased from our website.
We offer a refund or exchange on any unworn, undamaged item within 14 days of the receipt of the goods. If the goods are being returned because they are unsuitable, the cost of postage when returning the goods is to be paid by you. If the goods are being returned because they are faulty, we will pay the cost of returning the item.
If you wish to return any item, please follow these quick, easy steps:
- Complete the Returns form enclosed with your order, ensuring you indicate whether you would like a refund or exchange. Please remember to include the form, within your return package.
- Wrap your item(s) safely and securely to avoid damage in transit. We will only accept responsibilty for goods lost in the post if you have proof of postage.
- Send your parcel to Mistral-Online Ltd, Redman Road, Beversbrook Industrial Estate, Calne, Wiltshire, SN11 9PL
We reserve the right to send goods back to you if they have been worn or soiled in any way. We also reserve the right to make a charge of £12 per item to cover the extra costs we incur.
Goods not received
Claims in relation to items charged but not received should be made within 90 days of the statement charge.
Order Cancellation
If for any reason you wish to cancel your order you may do so up until the expiry of the period of 7 working days beginning with the day after the day on which you will receive the goods (the "cooling off period" Notification of cancellation must be made to Mistral in writing. Such written notice may be hand delivered or sent to the address (below) by post, fax or email.
The goods must then be returned to Mistral at the address given above, at your own cost in good condition within 14 days of cancellation. In order that no damage occurs in transit it is recommended that the goods be sent by recorded or special delivery. If the goods are being returned because they are damaged or defective please refer to the general returns policy and note that in that instance Mistral will pay the cost of returning the items. On notice of cancellation of your order being given under these cooling off provisions, Mistral will refund the price of the goods and the original cost of delivery of the goods to you within 30 days.
