📋 Returns and Refund Policy – Midea.lu

 

Introduction

Thank you for your trust. This policy explains how the returns, exchange and refund process works at midea.lu.
 
All return requests should be sent to: contact@midea.lu
 

📅 Cancellation period

 

Right to cancel (14 days)

Under UK Consumer Contracts Regulations 2013, you have 14 calendar days from the date you receive your order to exercise your right to cancel without having to give a reason.
 
This right applies if:
  • You have changed your mind
  • The product doesn’t suit you
  • You ordered by mistake
 

🔄 Returns process

 

Step 1: Submit your return request

  1. Contact us by email: contact@midea.lu
  2. Provide:
    • Your order number
    • The reason for return (defective product, cancellation, etc.)
    • Your tracking number (if possible)
  3. Our team will respond within 48 working hours
 

Step 2: Download your returns label

  • We will provide you with a pre-filled returns form to download/print
  • Depending on your situation, the return is prepaid or at your expense (see conditions below)
 

Step 3: Prepare your parcel

  • Return the product in its original condition (see conditions below)
  • Attach the returns label to the parcel
  • For items over £75, we recommend using a tracked delivery service or shipping insurance
 

Step 4: Send your parcel

  • Drop off your parcel at the Post Office or the carrier indicated on your label
  • Keep your proof of postage for your records
 

📦 Return conditions

 

Product condition

Products must be returned in as-new condition, meaning:
  • ✅ Product unused
  • ✅ Original packaging intact
  • ✅ All accessories and documentation included
  • ✅ No signs of wear or handling
 
Products that are damaged, used or without original packaging may be refused.
 

Accepted cases

 
Situation Timeframe Return costs
Defective/damaged product 30 days* ✅ We pay
Incorrect product 30 days* ✅ We pay
Cancellation (change of mind) 14 days** ❌ You pay***
Exchange 14 days** ✅ We pay
 
*From the date of receipt
**Legal cancellation period
***Unless the seller offers free returns
 

💳 Refund conditions

 

Refund timeframe

Order return: Refund processed within 4 days of receiving the item at our warehouse.
 
Non-delivery: Refund processed within 7 days after the maximum announced delivery date.
 

Amount refunded

You will receive a refund of the total amount including:
  • ✅ Product price
  • ✅ Postage costs (free return only if defective)
 
Credit timeframe: The refund will appear in your account within 3 to 5 working days after validation by your bank.
 

🚚 Shipping costs

 

Cases where return is free (prepaid)

 
Case Return costs New product shipping costs
Defective/damaged product ✅ Free ✅ We pay
Incorrect product ✅ Free ✅ We pay
Under warranty repair ✅ Free ✅ We pay
Product exchange ✅ Free ✅ We pay
 

Cases where return is chargeable

 
Case Return costs
Cancellation (change of mind) ❌ You pay*
 
*You can use any carrier (Royal Mail, Evri, DPD, Yodel, etc.)
 

⏱️ Processing times

 

For a return/exchange under warranty

From the day the product is sent:
  • Transit time to our warehouse: 5 to 7 working days
  • Inspection and processing: 2 to 3 working days
  • Total: approximately 2 to 3 weeks
 
This timeframe may be extended if the product requires repair.
 

For a reshipment (exchange or refund)

From the day the return is accepted:
  • Request processing: 1 working day
  • New product dispatch: 4 to 5 working days
  • Total: 5 to 6 working days
 

⚠️ Important recommendations

 

Secure shipping

For items worth over £75, we strongly recommend:
  • ✅ A tracked delivery service
  • ✅ Shipping insurance
 
⚠️ Warning: Midea.lu does not guarantee receipt of an item returned without tracking. Keep your proof of postage.
 

Proof of delivery

Be sure to keep:
  • Your original order number
  • Your proof of return postage
  • The return tracking number
  • All emails exchanged with our team
 
These documents are essential in case of dispute.
 

🔧 After-Sales Service under warranty

 

Warranty duration

All Midea products benefit from the statutory 2-year warranty under the Consumer Rights Act 2015 (unless special conditions apply).
 

Warranty coverage

The warranty covers:
  • ✅ Manufacturing defects
  • ✅ Technical malfunctions
  • ✅ Defective parts
 
The warranty does not cover:
  • ❌ Normal wear and tear
  • ❌ Damage caused by misuse
  • ❌ Lack of regular maintenance
  • ❌ Damage caused during customer transport
 

Warranty service costs

  • Repair under warranty: ✅ Free (shipping costs covered by us)
  • Replacement under warranty: ✅ Free (shipping costs covered by us)
 

❓ Frequently Asked Questions

 

Can I return an opened product?

❌ No. The product must be unused, in its original intact packaging and never used.
 

Who pays for return shipping if I’ve changed my mind?

For a voluntary cancellation (change of mind), return shipping costs are your responsibility. However, if the product is defective, we pay all costs.
 

How long before I receive my refund?

After receipt and verification of the product: 4 days. The credit then appears in your account in 3 to 5 working days.
 

Can I return an item several months after purchase?

The right to cancel expires 14 days after receipt. After this period, you can only return a product if it is defective (up to 30 days for reported defects, then the statutory 2-year warranty applies).
 

I haven’t received my order, what should I do?

We refund 7 days after the maximum delivery date announced. Contact us at contact@midea.lu if your order doesn’t arrive.
 

My product arrived damaged, what do I do?

  1. Photograph the damage (parcel and product)
  2. Contact us immediately: contact@midea.lu with photos
  3. We will provide you with a free returns label
  4. Refund or replacement at no cost
 

📞 Contact us

 
For any questions or return requests:
 
  • 📧 Email: contact@midea.lu
  • 🌐 Website: https://midea.lu
  • ⏱️ Response time: 48 working hours
 
Our After-Sales Service team is here to help you:
  • Validate your return request
  • Provide you with a returns label
  • Track your parcel
  • Process your refund
  • Answer your questions
 

⚖️ Legal compliance

This policy complies with:
  • ✅ UK GDPR (data protection)
  • ✅ Consumer Rights Act 2015
  • ✅ Consumer Contracts Regulations 2013 (cancellation rights)
  • ✅ Applicable laws in the United Kingdom
 
 
Thank you for your understanding. At Midea.lu, your satisfaction is our priority.