Refund policy
Refund & Returns Policy
Mavik is operated by SICLOPAY LTD. This policy explains when you can return something, how to do it, and what you get back. All prices and refunds are in USD.
Return Window
You have 30 days from the day your order is delivered to request a return. After 30 days we can no longer accept the item back.
If you are in the European Union, you also have the statutory 14-day right of withdrawal. That period runs for 14 days from the day you (or someone you nominate) physically receive the goods. You can cancel within those 14 days for any reason, without giving a reason, by telling us in writing at [email protected]. After telling us, you have a further 14 days to send the goods back. The 30-day window above is in addition to this right, not a replacement for it.
How to Start a Return
Email us first. Every return needs a return authorisation from us before you ship anything. Send an email to [email protected] with:
- Your order number
- The item or items you want to return
- The reason for the return
- Clear photos, if the item arrived damaged, faulty or incorrect
We reply within 48 business hours. Our support hours are Monday to Friday, 09:00–18:00 EET, and most emails get an answer within 24–48 business hours. If we approve the return, we send you a return authorisation and the exact return address to use.
Do not ship anything back before you have that authorisation. Unannounced returns — parcels sent to us without an approved return authorisation, or sent to any address other than the one we give you — are refused, and we cannot refund or return them to you.
Who Pays for Return Shipping
| Reason for return | Who pays return shipping |
|---|---|
| Item arrived damaged, faulty, or is not what you ordered | We do. We cover the return cost or send a prepaid label. |
| Change of mind, wrong size or colour chosen, no longer wanted | You do. Return postage is at your cost. |
| EU 14-day withdrawal | You pay the direct cost of returning the goods, unless the item was faulty or incorrect. |
Use a tracked service. Until the parcel reaches us it is your responsibility, and we cannot refund a return that never arrives and has no tracking.
Damages and Issues
Check your order as soon as it arrives. If an item is damaged, defective, or the wrong product, email [email protected] within 7 days of delivery with photos of the item and the packaging. We will send a replacement or issue a full refund, including the original shipping charge, and we pay the return cost. You will not be asked to pay anything to fix our mistake.
Tufted wool rugs and entry mats shed a little fibre in the first few weeks and may show light creasing from being rolled in transit. That is normal for tufted textiles and is not a defect — creases settle within a few days of laying the piece flat.
Non-Returnable Items
We cannot accept returns of:
- Items that have been used, washed, laid outdoors, or are stained, cut, or damaged after delivery
- Items returned without their original packaging and any tags or labels attached
- Custom, personalised, or made-to-order pieces
- Gift cards
- Anything returned more than 30 days after delivery
- Anything shipped back to us without a return authorisation
If a returned item arrives in a condition we cannot resell, we will email you photos and either return it to you at your cost or refund a reduced amount reflecting the loss in value. Your EU withdrawal rights are not affected by this list — but under those rights we may still reduce your refund if you handled the goods more than was necessary to check their nature and characteristics.
Exchanges
The fastest way to swap an item is to return the one you have and place a new order for the one you want. Once your return is approved and received, we refund it as set out below. If you would prefer a direct exchange, say so in your first email and we will tell you whether we can do it for that product.
Promotional, BOGO and Upsell Items
Our automatic BUY 1, GET 1 FREE offer, discount codes, and post-purchase upsell and downsell offers all affect what you get back on a return. The rule is simple: a free or discounted item is part of the deal, not a separate gift.
- BOGO: if you return the paid item and keep the free one, we deduct the free item's normal retail price from your refund — USD 47.95 for a rug, USD 15.98 for an entry mat. Send both items back and you get the full amount you paid.
- Discount codes: we refund what you actually paid after the discount, not the pre-discount price. If a code required a minimum order value and returning one item drops the order below it, the discount on the items you keep is recalculated and the difference is deducted.
- Upsell and downsell offers: items added after checkout follow the same 30-day window and the same authorisation process as the rest of the order. If an upsell was priced as a bundle add-on, returning the main item means the add-on is refunded at its bundle price only.
All items in a promotion must be in returnable condition. If a promotional item comes back used or damaged, its retail value is deducted from your refund.
Refunds and Timing
Once your return arrives and we have inspected it, we email you with the result. If it is approved, we issue the refund to your original payment method within 5–10 business days. Your bank or card issuer may need a few more days to post it to your statement.
For EU withdrawals we refund within 14 days of receiving the goods back, or of you proving you have sent them, whichever is earlier.
We cannot refund to a different card, account, or person than the one used for the order.
Original Shipping Charges
The shipping you paid on the original order is not refundable. There are two exceptions:
- The return is our error — damaged, faulty, or wrong item. We refund the full original shipping charge.
- You are exercising the EU 14-day right of withdrawal. We refund the standard delivery cost. If you chose a faster, more expensive delivery option, we refund the standard rate only, not the premium.
Late or Missing Refunds
If 10 business days have passed since we told you the refund was issued and you still do not see it:
- Check your bank account again, and any pending transactions
- Contact your card issuer — card refunds can take an extra 3–5 business days to post
- Contact your bank; some banks hold incoming refunds for a processing period
If you have done all three and the money is still missing, email [email protected] with your order number. We will send you the refund confirmation and reference so you can trace it.
Contact Us
Email: [email protected]
Support hours: Monday to Friday, 09:00–18:00 EET
Reply time: 24–48 business hours
SICLOPAY LTD
Private limited company registered in Cyprus
Registration number HE 472015
Incorporated 5 March 2025
Registered office: Spyrou Kyprianou Avenue 14, Office 1, 3070 Lemesos, Cyprus
Mavik is a trading brand of SICLOPAY LTD. We ship worldwide and all transactions are in USD.