Refund policy
Refund & Returns Policy
This policy covers products bought directly from the myFirst UK online store. It doesn't affect your legal rights as a consumer.
1. Change of Mind – 14-Day Cancellation Right
If you change your mind, you can cancel your order within 14 days of receiving it. You don't need to give a reason.
How to return an item:
- Tell us you want to cancel by contacting Customer Support through our Contact Us page https://uk.myfirst.tech/pages/contact-us within 14 days of delivery. We'll send you return instructions and the return address.
- Send the item back within 14 days of telling us.
- Please send it with a tracked delivery service and keep your proof of postage.
Your refund:
- We'll refund the price of the product and the standard delivery charge you originally paid. If you chose express delivery, we only refund the cost of standard delivery.
- You pay the cost of sending the item back.
- We'll refund you within 14 days of getting the item back, or of receiving your proof of postage if that comes first. The refund goes to your original payment method. Your bank may take a few more working days to show it.
- Please take care of the item. If it has been used or handled more than you'd need to check it in a shop, or parts or accessories are missing, we may take money off the refund to cover the loss in value.
Goodwill returns (day 15 to day 30): If your 14-day period has ended but it's still within 30 days of delivery, we can accept the return as a goodwill gesture. The item must be unused, complete, and in its original packaging. We'll offer an exchange or a partial refund, and you pay the return shipping.
2. Faulty or Damaged Products
If your product is faulty, damaged, or not as described:
- Within 30 days of delivery: you can reject it for a full refund, or ask for a repair or replacement.
- After 30 days: we'll repair or replace the item first. If that doesn't work, you can ask for a refund. After six months, we may take off a reasonable amount for the use you've had.
- Please contact Customer Support with your order number and a photo or video of the problem.
- We pay the return postage for faulty items and will send you a prepaid label or pay you back the cost.
This is separate from, and in addition to, the myFirst product warranty.
3. Received an Incorrect or Incomplete Product
We're sorry if you received the wrong item. Please contact Customer Support through our Contact Us page https://uk.myfirst.tech/pages/contact-us within 30 days of delivery. We'll arrange collection or a prepaid return. Then we'll either send you the correct item at no extra cost or give you a full refund, including delivery charges.
Missing items: If an item is missing from your order which not available for replacement we'll give you a 10% refund of your order total as compensation. Please contact Customer Support within 30 days of delivery with your order number and a photo of the items you received.
4. Undelivered or Returned Orders
Lost, stolen, or courier problems: If your order doesn't reach you because it was lost, stolen, or delayed by the courier, please contact us. We'll look into it with the courier and then send a replacement or give you a full refund.
Returned to us because of customer details or actions: Sometimes an order can't be delivered and comes back to our warehouse for a reason on your side, for example:
- an incorrect or incomplete delivery address
- you couldn't be reached, or the parcel wasn't collected from the depot
- import taxes, duties, or customs fees weren't paid (where these apply)
- the parcel was refused on delivery
In these cases, we'll refund the product price. We'll take off the original delivery cost and the return shipping cost.
5. Purchases from Resellers and Distributors
If you bought from an authorised myFirst reseller or distributor, please contact that seller about returns and refunds. Your purchase agreement is with them.
6. Contact Us
Contact our Customer Support team through the Contact Us page , https://uk.myfirst.tech/pages/contact-us . Please have your order number ready.