Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards

To complete your return, you must do the following:-

  1. Send an email to: support@mentalculture.com 
  2. Please Download & Print the Returns Form.
  3. Complete in full and send with your item(s) to:
    Mental HQ, Unit 5, 64 Trafalgar Road, Kettering, Northamptonshire, NN10 8DD, United Kingdom


Download Returns Form Here


Please note:- We do not pay the returned postage costs. Unless in error by us, we will not reimburse the postage of what you send back to us.


There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@mentalhamster.com.


Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges (if applicable)

If you need to exchange it for the same item, complete the form and wait for approval, before sending items back. We will then notify you by email on how to progress your return. Once the item/s are received back, we will process the return within 7 days. 



If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.



You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50 GBP, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



It is possible to cancel an order that has not yet shipped. If it has been shipped and as long as the item is returned within 7 days, unused and not tampered with, we can offer you a full refund.



All customers placing an order online will need to supply their home landline telephone number as part of our security check, if you fail to provide all the information required we may cancel your order with a full refund.

All credit, debit and switch cards must be registered in the to enable us to carry our security checks. All non registered cards may not be accepted OR may only be accepted with further proof of identity, this is in an attempt for us not to get fraudulent card charge backs and to protect honest cardholders. We require your landline telephone number so we can verify your home address details and/or contact you if there is a problem with your order. We do not sell or release any of your private information to any third party. We are required by our card payment processing company to hold a valid home landline telephone number. We regret that we may be unable to accept just a mobile number even though it is beneficial for us to have this so we can get in touch with you easily if there are any problems with your order and to give to the courier company so they can get in touch if you are not in when they attempt delivery. For further information regarding any of this please call ‭01536 601870‬.