Refund policy

Returns & Refunds

Everything meou sells is made by hand in Britain, in small batches. If something isn't right, we want to put it right. These terms sit alongside your statutory rights as a UK consumer and never reduce them.

30-day change of mind

You may return any item within 30 days of delivery for a full refund of the item price, for any reason. This is longer than the 14 days required by the Consumer Contracts Regulations 2013 — we offer it as a goodwill extension.

Hand-Painted figurines carry the same 30-day right as White Print figurines. Although each is painted to order, we do not treat them as bespoke goods and we do not restrict your right to return them.

Items must come back unused and in a condition that allows resale, in or with their original packaging where possible. You may unpack and inspect an item as you would in a shop; if its value is reduced by handling beyond that, we may deduct a proportionate amount from your refund.

Return postage

For change-of-mind returns, you pay the cost of returning the item. We recommend a tracked service — until it reaches us the item remains your responsibility.

If an item is faulty, damaged in transit, or not as described, we pay the return postage. Please don't pay to send a faulty item back — contact us first and we will arrange it.

Faulty or damaged items

Under the Consumer Rights Act 2015 you have a right to reject faulty goods within 30 days of delivery for a full refund. After 30 days, and for up to six years, you remain entitled to a repair or replacement, and to a refund where a repair or replacement isn't possible.

3D-printed and hand-finished items carry small natural variations in layer texture, seam finish and paint application. These are characteristics of the making process rather than faults. Genuine defects — cracks, missing or broken parts, damage in transit, or an electrical fault in a Living Moon — are always covered.

Pasithea Living Moon

Founders' Reservation deposits are fully refundable at any time before dispatch. See the Founders' Reservation Terms for the full detail. Once a Living Moon has been delivered, the standard rights on this page apply.

How to start a return

Email sales@meou.co.uk with your order number and what you'd like to do. We'll reply with the return address and any instructions.

Refund timing

We refund within 14 days of receiving the item back, or within 14 days of you providing proof of return, whichever is sooner. Refunds go to the original payment method. Where you chose a more expensive delivery option than our standard service, we refund the cost of standard delivery.

MEOU CREATIONS LTD · Registered in England and Wales, company number 17408023 · Registered office: 39 Graham Avenue, Broxbourne, Hertfordshire EN10 7DS · sales@meou.co.uk