Returns, Refunds & Cancellation Policy

Mirror sells in three different ways, and returns work differently for each — because a ready-to-buy jacket, a piece made to your own uploaded reference and approved specification, and an organizational bulk order are genuinely different transactions:

• Mirror Collection — standard, ready-to-buy products.
• Mirror Custom — apparel made to a specification you personally reviewed and approved before production.
• Mirror Teams / Bulk — organizational or commercial orders, produced to an approved specification for a group.

None of the distinctions below ever remove a right that cannot lawfully be excluded under the mandatory consumer law of your country — see Section 4.

The table below is Mirror's own baseline commercial policy. "Not offered" means we do not voluntarily offer a return for that reason on that division as a matter of ordinary policy — it does not mean a mandatory legal right is being overridden; see Section 4 and the jurisdiction notes below, which govern wherever they give you a right this table doesn't.

See the interactive table further down this page for the full reason-by-division breakdown.

Contact us using the details on our Contact page as soon as reasonably possible, with your order number, the reason for your request, and photos if the item arrived damaged, defective, or not as described. We'll confirm next steps, including whether the item needs to be returned to us and who covers return shipping.

For a defective, damaged, wrong-item, not-as-described, or production-error request, we do not require you to have kept an item in unworn/unused condition to raise the issue — that expectation applies to voluntary change-of-mind returns on eligible Mirror Collection items, not to a fault or mistake on our part.

Nothing in this Policy limits or excludes any right you have under mandatory consumer-protection law in your country that cannot lawfully be excluded — including rights relating to defective, damaged, or not-as-described goods, and, where applicable, statutory withdrawal/cancellation rights for distance sales. Where this Policy's own baseline commercial terms are less generous than a mandatory right that applies to you, that mandatory right governs instead.

We do not operate a blanket "custom items cannot be returned" rule. A Mirror Custom or Mirror Teams item that is defective, damaged, the wrong item, not as described, or the result of a production error on our part is treated the same as any other faulty or mistaken order — see Section 2. What is genuinely excluded from routine return is an item made correctly to a specification you personally reviewed and approved, where you've simply changed your mind afterward — because unlike a Mirror Collection item, it cannot be resold as new to another customer.

Where a refund is due, we issue it to your original payment method. Processing time on our side is typically prompt once a return is approved; your bank or payment provider may take additional time to reflect it in your account.

A live payment processor is not yet integrated — see docs/LEGAL_REVIEW_FLAGS.md.

For a qualifying distance sale, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you a statutory right to cancel within 14 days of receiving your goods, without needing a reason, and to a further 14 days to return the goods once you've cancelled.

This statutory withdrawal right generally does not apply to goods made to your specification or clearly personalised — which typically covers Mirror Custom and Mirror Teams items made to your approved specification. Your rights for a defective, damaged, or not-as-described item under the Consumer Rights Act 2015 are separate and are not affected by this exception.

For a qualifying distance sale, EU Directive 2011/83/EU (as implemented in your country) generally gives you a statutory withdrawal right within 14 days of receiving your goods, without needing a reason.

Article 16(c) of that Directive generally excludes goods made to consumer specifications or clearly personalised from this withdrawal right — which typically covers Mirror Custom and Mirror Teams items made to your approved specification. Your rights for a defective, damaged, or not-as-described item remain separate and unaffected.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. A "no refunds on custom items" style policy does not remove these guarantees — you remain entitled to a remedy where goods are not of acceptable quality, not fit for purpose, or not as described, including for Mirror Custom and Mirror Teams items.

Applicable Pakistani consumer-protection requirements for returns/refunds are pending review — see docs/LEGAL_REVIEW_FLAGS.md.

There is no general federal statutory cooling-off right for ordinary online retail purchases in the US; return rights are primarily a matter of the seller's own policy (set out above) except where a specific state law gives you an additional right. Where such a state right applies to your order, it is not limited by this Policy.

Provincial consumer-protection law may give you additional rights depending on your province; where it does, this Policy does not limit them.

Any mandatory return/refund/cancellation right that applies to you under your local law is not affected by this Policy.