The item I ordered arrived damaged, faulty or doesn't work as intended
We are committed to protecting your rights under the Consumer Guarantees Act and we process returns in line with these guidelines. Our full return policy can be found here.
If your item has arrived and is faulty, damaged, or not working as intended, please notify us as soon as possible. Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired, replaced free of charge, or refunded at our discretion.
For fast processing of your return, please ensure the following:
- You retain the original packaging, including the Mighty Ape box or satchel, if the item has arrived damaged
- You confirm the order number and item your return relates to
- You accurately describe the of damage or fault
- You attach clear photographs of the damage or fault
If you have a preferred outcome, please let us know. We may not be able to provide this in all instances, but we will honour this where possible.
When returning an item, please ensure it is well-packaged and in clean, hygienic condition. You can read more about this here.
Contact customer service to arrange a return.
I've had my item for a while, but it no longer works as described
If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
- You provide the original packaging (if you still have it)
- You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
- You attach clear photographs of the damage
- You provide the serial number for electronics and computer items
- You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault
Contact customer service to arrange a return. When returning an item please ensure it is well-packaged and in clean, hygienic condition. You can read more about this here.
I've changed my mind and no longer want the item I ordered
Under our 'Change of Mind' Return Policy, we can accept a return for your order as long as it is unopened, in mint condition and returned within 14 days of delivery.
If the item does not arrive in this condition, Mighty Ape reserves the right to reject the return.
The shipping for the return will also be at the cost of the buyer.
Once we've received the item and our returns team confirms everything checks out OK, you will receive an email notifying you of the outcome and a refund to your original payment method.
Please Note:
Due to hygiene reasons, we are unable to accept change of mind returns for headsets, earphones, or massage products if they have been opened so please choose carefully.
Please be advised, for hygiene and safety reasons, we are unable to accept change of mind returns for;
- Headsets, earphones or massage products if they have been opened.
- Sex & Intimacy products.
- Earrings or pierced jewellery.
- Shoes that are not in their original packaging, swimwear, and underwear.
- Over the counter medicines.
- Baby formula.
- Fragrances and perfumes.
- Consumable products such as food and drink.
- Mattresses or mattress toppers.
As per this policy, we cannot accept change of mind returns on these products so please choose carefully.
We may also reject other items not included in the above list if they pose a hygiene risk.
The above products will be covered under warranty and can be accepted for a return if they are deemed faulty.
I've changed my mind about an item of clothing I ordered
If you've changed your mind you can return your clothing item as long as it's in mint condition with tags/labels still attached and returned within 30 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive a refund back to your original payment method.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we'll replace the item or provide a full refund. Please arrange to return the item to Mighty Ape for assessment.
Contact customer service to arrange a return.
I ordered an incompatible item
If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, Mighty Ape will accept a return if:
- there was an error on Mighty Ape’s website or product description
- the product description lacked information that would reasonably be required to determine compatibility
If the incompatibility of products could be reasonably determined by reading the product description, Mighty Ape may accept the return back at its sole discretion.