Return & Refund Policy
At MGB Loki (operated by ALTHEA LONDON CO. LTD), we want every order to arrive safely and match its description. This policy does not limit any mandatory consumer rights that apply in your country.
🇬🇧 United Kingdom and 🇪🇺 European Union
For eligible online purchases, you may notify us that you wish to cancel within 14 days after delivery. After notifying us, the goods must normally be returned within the applicable legal period.
To qualify for a change-of-mind return, products should be unused and returned with their original packaging, accessories, tags, and labels. You may inspect products as you would in a shop, but we may make a lawful deduction if handling has reduced their value.
Customers are normally responsible for the cost of returning change-of-mind items. Where required by law, we refund the product price and the original standard delivery charge. We do not deduct a restocking fee from a valid statutory withdrawal refund.
Items that may not qualify for change-of-mind returns
Legal exceptions may apply to:
- Goods made to your specifications or clearly personalised for you
- Sealed hygiene or personal-care goods after the seal has been broken
- Perishable goods
- Digital content or services after performance has begun with the required consent
- Gift cards and other items excluded by applicable law
A product being sold as a Lucky Bag, Treasure Scoop, surprise assortment, sale item, or limited edition does not remove rights that cannot legally be excluded. We will assess each request according to the product, its condition, any personalisation, and the law that applies.
🌎 Customers outside the UK and EU
Change-of-mind returns are not generally offered unless stated on the product page or required by the law that applies in your location. This does not affect mandatory rights relating to faulty, damaged, or incorrectly supplied goods.
📦 Faulty, damaged, missing, or incorrect items
Please email us as soon as possible at customerservice.loki@gmail.com with your order number and clear photos or video where applicable.
MGB Loki will review the issue and, where required, arrange an appropriate remedy such as replacement, repair, price reduction, or refund. We may ask you to retain the product and packaging while the carrier investigation is open.
🚚 Delivery responsibility
We remain responsible for fulfilling your order in accordance with applicable consumer law. If tracking shows a delay, loss, or transit damage, contact us and we will investigate with the delivery provider. If you independently appoint a carrier that we did not offer, responsibility may transfer earlier where the law allows.
↩️ How to request a return
- Email customerservice.loki@gmail.com before sending anything back.
- Include your order number, the item concerned, the reason for the request, and photos where relevant.
- Wait for the return instructions and return address. Do not send a parcel to the registered office unless we specifically instruct you to do so.
- Use a tracked shipping service and retain proof of postage.
💳 Refund timing
Approved refunds are issued to the original payment method. Where UK or EU withdrawal rights apply, refunds are processed within the legally required period; we may wait until the goods are returned or you provide evidence of return where permitted. Banks and payment providers may take additional time to display the refund.
Order cancellation before dispatch
Email us immediately if you need to request a cancellation. We will do our best to help, but cancellation is not guaranteed once processing, personalisation, filming, or dispatch has begun. Your statutory rights remain unaffected.
Contact
customerservice.loki@gmail.com
We aim to reply within 24 hours on business days.