Refund policy

We want you to love your purchase from Mahrel. If something isn’t right, this policy explains how returns, exchanges and refunds work.

Return window

You have 30 days from the day you receive your order to request a return.
For EU/UK customers, you also have a 14-day cooling-off period (see below).

Eligibility

To be eligible, items must be unopened, unused, and in their original packaging, including any hygiene seals and accessories. Items must be in the same condition you received them and accompanied by a receipt or proof of purchase.

Opened personal care items (such as beard oils or balms) cannot be returned for hygiene reasons unless they are faulty, damaged, or incorrect on arrival.

How to start a return

Email contact@mahrel.com with your order number, the item(s) you’d like to return, the reason for return, and photos if the item is damaged, faulty, or incorrect.

If your return is accepted, we’ll issue a return authorisation and instructions.

Return address (authorised returns only):

Mahrel Returns
128 City Road
London
EC1V 2NX
United Kingdom

Items sent back without prior authorisation will not be accepted.

Return shipping costs

Change of mind or unwanted items: return postage is paid by the customer.
Faulty, damaged, or incorrect items: we’ll provide a prepaid label or reimburse reasonable return postage with a receipt.

We recommend a tracked service; you are responsible for the goods until they reach us.

Damages, faults, or wrong item received

Please inspect your order on delivery and contact us within 7 days if the item is defective, damaged, leaking, or incorrect. Include photos of the product, packaging, and batch code if visible. We’ll make it right with a replacement or refund.

EU/UK 14-day cooling-off period

If your order is shipped to the EU or UK, you may cancel for any reason within 14 days of receiving it. You then have 14 more days to return the goods.

Items must be unused and unopened with hygiene seals intact. We will refund the product price and the standard delivery cost (if applicable). Premium or express delivery upgrades are not refundable. Return postage for change-of-mind cancellations is paid by the customer.

Non-returnable items

We do not accept returns on:

  • Opened personal care items (unless faulty)

  • Custom or personalised items

  • Gift cards

  • Final-sale or clearance items (if marked as such at checkout)

Exchanges

For the quickest service, return the item per this policy and place a new order for the item you want.

Refunds

We’ll notify you when we receive and inspect your return. If approved, a refund is issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process.

If 15 business days have passed since approval and you haven’t received your refund, contact us at contact@mahrel.com.

Allergies and sensitivities

Ingredients are listed on product pages and packaging. If you experience a reaction, stop use immediately and contact us with photos and details. Where appropriate, we will assess for a fault; note that individual sensitivities do not automatically mean the product is faulty.

Address errors and uncollected parcels

Parcels returned due to incorrect address, refusal, or non-collection may be refunded minus original shipping and return costs where charged by the carrier.

Order changes and cancellations (before dispatch)

If you need to cancel or change an order, email contact@mahrel.com as soon as possible. We will do our best, but cannot guarantee changes once an order is processing or dispatched.

Questions? We’re here to help at contact@mahrel.com.