Returns & Exchanges

Effective date: 18 September 2026.

We want you to love your Mutual Act piece. If it doesn't feel right, here is exactly how to return or exchange it. This page is the operational companion to the returns clauses in our Terms of Sale. Nothing on this page limits the rights you have under the law of your country of residence.

At a glance

• EU and UK consumers: you may cancel within 14 days of receiving the piece, without giving a reason. Cancellation takes effect when you send us a clear statement — no approval from us is needed.
• Everyone else: we accept returns of unworn, undamaged pieces within 14 days of delivery under our voluntary returns policy.
• Return shipping: paid by you, unless the piece is faulty, damaged or not as described.
• Refund: to the original payment method, in USD.
• Not covered by the statutory right of cancellation: pieces made to your individual specifications or clearly personalised, and hygiene-sealed pieces once the seal is broken.

1. Change of mind — statutory cancellation (EU and UK consumers)

If you are a consumer resident in the European Union, you have the right under Directive 2011/83/EU to withdraw from the contract within 14 days of the day on which you (or a person you nominated, other than the carrier) took physical possession of the goods, without giving any reason. If you are a consumer in the United Kingdom, you have the equivalent right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, send us an unequivocal statement that you wish to cancel — an email to hello@mutual-act.com quoting your order number is enough — before the 14-day period expires. You may use the model cancellation form at the bottom of this page, but you do not have to. Your cancellation is effective when you send the statement; you do not need our prior approval, and you do not need to give a reason (you may tell us the reason voluntarily if you wish).

Send the piece back without undue delay and in any event within 14 days of the day you told us you are cancelling. You bear the direct cost of returning the goods. We will reply with the return address of our fulfilment partner in Tbilisi, Georgia, a return reference and instructions for the carrier and customs paperwork — this Return Authorization is provided for logistics and customs purposes only and does not affect the validity or timing of your cancellation.

Please return the piece with its original packaging, tags and accessories where reasonably possible. The absence of the original packaging does not by itself remove your right to cancel. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning — in that case we may deduct a corresponding amount from your refund, to the extent permitted by applicable law.

Refund timing

• EU consumers: we reimburse all payments received from you, including the standard delivery cost (but not any supplementary cost of a delivery option you chose other than the least expensive standard one), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
• UK consumers: we reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after the day we receive the goods back or, if earlier, the day you supply evidence of having sent them back, in accordance with the Consumer Contracts Regulations 2013.
• We refund using the same means of payment you used, unless you expressly agree otherwise; you will not incur any fees as a result of the reimbursement.

2. Voluntary returns (all other customers, and outside the statutory right)

For customers outside the EU and UK, and in any case where the statutory right does not apply, we accept returns under our voluntary policy: email us within 14 days of delivery, and send the piece back within 14 days of our reply. The piece must come back unworn, undamaged, with no scratches or resizing, in its original packaging, and with any tags. Return shipping is at your cost. Refunds under this policy are issued within 14 days after we receive and inspect the piece.

Where a product page states at the time of purchase that a sale or promotional piece is excluded from voluntary returns, that exclusion applies only to this voluntary policy. It does not affect any statutory cancellation or consumer rights that cannot be excluded.

3. Pieces made to your specifications or personalised

The statutory right of cancellation does not apply where a piece has been made to your individual specifications or is clearly personalised — for example, engraved, or made in a non-standard size at your request (Directive 2011/83/EU, Art. 16(c); Consumer Contracts Regulations 2013, reg. 28(1)(b)). Such pieces are marked as made to your specifications on the product page before you order. A piece that is simply produced after you order, from a design and in a size offered in our catalogue, is not personalised and remains covered by the statutory right.

Pieces made to your specifications are also excluded from our voluntary returns policy, unless they are faulty or not as described.

4. Hygiene-sealed pieces

Where pierced earrings are supplied in a sealed hygiene package and are not suitable for return for health-protection or hygiene reasons once unsealed, the statutory right of cancellation ceases when the seal is broken after delivery (Directive 2011/83/EU, Art. 16(e); Consumer Contracts Regulations 2013, reg. 28(3)(a)). This applies only to pieces actually supplied with a hygiene seal; you may still cancel while the seal is intact.

5. Faulty, damaged or not-as-described pieces

If a piece arrives damaged, is not what you ordered, or shows a manufacturing defect, please tell us as soon as possible at hello@mutual-act.com, with photos where you can. For transit damage, photos within 48 hours of delivery help us make the carrier claim — but this request does not limit any statutory rights you have. Keep the outer box and any packaging until we confirm the next step.

In these cases we cover the return shipping (a prepaid label, or reimbursement of a reasonable tracked service). Your remedies are those provided by the law of your country of residence, as summarised in section 10 of our Terms of Sale: for EU consumers, the legal guarantee of conformity under the national law implementing Directive (EU) 2019/771 (repair or replacement, and where the legal conditions are met a price reduction or termination of the contract); for UK consumers, the rights under the Consumer Rights Act 2015 (including the short-term right to reject, repair or replacement, and where the statutory conditions are met a price reduction or the final right to reject). Nothing here limits those rights.

6. Exchanges

To exchange for a different size of the same piece: email us within 14 days of delivery, we confirm availability and hold the new size for you, you ship the original back, and we send the replacement once the return arrives. You pay only the return-shipping leg; the new size ships to you free of charge. For an exchange to a different piece we process the incoming return as a refund and ask you to place a fresh order — this keeps stock, pricing and customs paperwork clean.

7. How to return — step by step

1. Email hello@mutual-act.com with your order number (it starts with MA-) and the piece(s) you are returning or exchanging. For a statutory cancellation you do not need to give a reason; for a faulty or damaged piece, please attach photos.
2. We reply within 3 business days with the return address of our fulfilment partner in Tbilisi, Georgia, a return reference and instructions for the carrier and customs paperwork (the Return Authorization). Please use it — parcels sent to any other address risk being refused by customs or the carrier.
3. Pack the piece securely, in its original box and pouch where possible, include a note with your order number, and ship it back with a tracked service (we recommend door-to-door tracking, e.g. DHL, FedEx or EMS). Mark the customs declaration as “returned goods”.
4. Send us the tracking number by reply to the same email thread.
5. When the piece arrives, our fulfilment partner inspects it within 5 business days and we confirm the outcome by email.
6. We issue the refund to your original payment method within the time limits set out above. Your bank may take a few more days to show it, depending on your card scheme.

8. Costs, duties and currency

• Return shipping is at your cost unless the piece is faulty, damaged or not as described. Please use a tracked service.
• We refund the price of the piece and the standard outbound delivery you originally paid. If your delivery option was marked “duties and taxes included” (DDP), the duties and taxes included in it are refunded with it. If your option was not DDP, any duties or taxes you paid to your local customs or postal operator on delivery were not part of your order and are not refunded by us. Any charges levied by your country's authorities on the export of a returned piece are not reimbursed.
• You are charged in United States dollars (USD). Refunds are issued in the same USD amount, to the same card, and your bank converts back to your local currency at its own rate on the day of the refund. Small differences from the amount you originally paid can occur due to exchange-rate movement — these are outside our control.

9. If a shipment is lost or held in customs

For orders that show no tracking movement for 10 business days after dispatch, or that are held in customs for more than 7 days, contact us before initiating a return. We open a case with the carrier and, if the shipment is confirmed lost, refund or resend the piece at your choice.

10. Model cancellation form (EU consumers)

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — any other unequivocal statement is sufficient.

• To: Mutual Act LLC, 30 N Gould St #50733, Sheridan, WY 82801, United States, hello@mutual-act.com:
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:
• (*) Delete as appropriate.

11. Model cancellation form (UK consumers)

Complete and return this form only if you wish to cancel the contract. You do not have to use it — any other clear statement is sufficient.

• To: Mutual Act LLC, 30 N Gould St #50733, Sheridan, WY 82801, United States, hello@mutual-act.com:
• I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
• Ordered on [*] / received on [*]:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:
• [*] Delete as appropriate.

12. How to reach us

Returns: hello@mutual-act.com. Please start the return conversation by email so we can attach the tracking, photos and Return Authorization to your order history — chat channels are not authoritative for returns.

Seller of record: Mutual Act LLC, 30 N Gould St #50733, Sheridan, WY 82801, United States. Returns are received by our fulfilment partner in Tbilisi, Georgia; the exact address is given in your Return Authorization.