Returns & Refunds
Updated October 9, 2026. This policy applies to MKONOMACRAME orders, operated by NARGILE (ABERDEEN) LIMITED.
Return window and eligibility
Request an authorized return within 30 days of delivery. The return-request period begins on the date you receive the item. Items must be unused, uninstalled, complete, and in original condition and packaging, with proof of purchase. Used, altered, customer-damaged, and disclosed final-sale items are excluded.
Custom products cannot be returned for preference changes after production starts. Defective, damaged, incomplete, or incorrect items remain eligible for support.
Request return authorization
Email qh123sky@gmail.com or use our contact form with your order number, the reason for the return, and relevant photographs where available. We normally review requests within two business days.
Approved returns are sent to a U.S. return facility. After approval, we provide the correct U.S. return address, return authorization, and packing instructions. Wait for these instructions before shipping your item. Do not use the sender address on a parcel without authorization.
Return shipping costs
- Defective, damaged, incomplete, or incorrect orders: we pay for approved return shipping by providing a prepaid label or another approved free return arrangement.
- Preference or change-of-mind returns: you pay return shipping to the authorized U.S. facility. The charge is the carrier's quote for your package and service, based on the return destination, package weight, packed dimensions, and chosen shipping service. There is no fixed return-shipping fee charged by us.
- Restocking fee: none.
Use tracked shipping and provide the tracking reference. Obtain the approved return address and packing instructions before arranging shipping.
Refunds
Once the returned item has been inspected and the refund approved, the refund is sent to the original payment method, normally within five business days. Your bank or payment provider may need additional time to post the refund.
Exchanges and cancellations
Preference changes require returning and reordering. Request cancellation before dispatch; approval depends on order status. Custom production cannot be canceled once started.
Company addresses
- Registered office: 15 Craigievar Place, Aberdeen, Scotland, AB10 7BU, United Kingdom.
- Business and customer-contact office: 77/79 Skene Street, Aberdeen, AB10 1QD, United Kingdom.
These UK company addresses are not return facilities. Use only the authorized U.S. return address supplied for your return.
Your mandatory consumer rights remain unaffected.