MavroraReturns and refunds
Two ways back: hand the box straight back to the courier, or write to us within fourteen days of getting it.
Refusing at the door
The simplest route. If the parcel is damaged, or you have changed your mind before paying, tell the courier you are not taking it. No money has moved, so there is no refund to wait for: the box goes back to us at our cost and the order ends there.
Fourteen days to change your mind
After payment you still have a fortnight, counted from the day the box arrived, to call the purchase off. EU consumer law gives you that, and it owes nobody an explanation.
- Write to support@mavrora.com inside the 14 days, with your order number and the tool.
- We reply with the return address and a return number. Please wait for it – a parcel with no number is hard to match to an order.
- Post the tool within 14 days of that message.
Return postage is yours to pay when you have simply changed your mind. Where the tool is faulty, was the wrong one, or arrived damaged, we pay it.
The state it comes back in
Treat it the way you would treat a tool on a shop counter: out of the box, in your hands, a blade fitted, switched on long enough to hear the motor. An afternoon of hedge-cutting is past that line.
If a tool returns worth less than it left – sap and sawdust in the housing, a blunted saw chain, paint dried inside a sprayer, a blade that has clearly been used on an animal – we may hold back what that loss is worth. You hear the figure, and how we reached it, before the transfer goes out.
Put everything back in: batteries, charger, blades, nozzles, case, manual. The carton it arrived in is the safest way to send it, though keeping that carton is not a condition of the refund.
Getting the money back
The money goes back the way it came. A card payment returns to the same card and you need do nothing. If you paid the courier in cash there is no card to credit, so send us the IBAN and the account holder’s name with your return message and we transfer the amount there. Refunds are made within 14 days of the tool reaching us, or of proof that you posted it, whichever comes first.
| What you get back | When you changed your mind | When the tool was faulty or wrong |
|---|---|---|
| Price of the tool | Yes | Yes |
| Delivery you paid | Included in the price, so nothing to refund | Included in the price |
| Return postage | Paid by you | Paid by us |
Faulty, wrong or damaged
None of those count as changing your mind. Transit damage should reach us within 48 hours with photographs; a fault that appears later falls under the three-year legal guarantee; a tool that is simply not the one you ordered is our mistake and we collect it.
If we cannot agree
Write to us first – most things are settled in a message or two. If that fails, a consumer in the EU can ask the consumer authority in their own country, or their national European Consumer Centre, for free help with a cross-border complaint. Spanish consumer arbitration is also open to us.
Last updated 23 September 2026