RETURN AND CANCELLATION POLICY
September 21, 2026
1. Introduction
This Return and Cancellation Policy explains the rights you have for orders placed with NETAYAT LIMITED (company number: 16390907) via https://www.mianotti.com.
This policy should be read in conjunction with our Terms and Conditions and our Privacy Policy.
As we sell both standard, off-the-shelf products and bespoke or made-to-order wedding dresses, different rules apply depending on the item you have purchased.
Please read the section relevant to your order carefully. If any matter is unclear, you may contact us before placing an order. We are happy to provide clarification on how a specific model is prepared.
2. Standard (Non-Customized) Products
If you order a standard and non-customized product (i.e., a product not produced or modified according to your specific measurements or requests), you have the right to cancel your order within 14 days from the date you receive the product, without providing any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For the cancellation process:
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You must notify us in writing within 14 days of the date you receive your order. (Email is sufficient — see Section 9.)
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You must send the product back to us within 14 days from the date you notify us of your wish to cancel.
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Unless the product is faulty or does not meet the specifications described, you must bear the return shipping costs. (See Section 7.)
Once we have received the returned product and verified that it meets the conditions set out in Section 5, we will process your refund in the manner specified in Section 6.
3. Made-to-Order and Custom Design Wedding Dresses
Most of the wedding dresses we sell are produced or modified specifically according to your measurements, color choice, embellishments, or other special requests.
Under the Consumer Contracts Regulations 2013, products "made to the customer's specifications" or "clearly personalized" are exempt from the standard 14-day cancellation right.
Therefore, once you have confirmed your order and the fabric cutting, sewing, or any other production process for your wedding dress has begun, the order cannot be cancelled, returned, or refunded.
The exception to this is if the product is faulty, damaged, or does not match the specifications described. (See Section 7.)
Before you place your custom order, we will clearly inform you that the product is made to order and cannot be cancelled once production has started.
If you cancel your order before production has begun, we will fully refund your payment after deducting non-recoverable costs, such as fabric specifically purchased for your order.
4. Deposit / Pre-payment for Custom Orders
If a deposit or pre-payment is taken to begin a custom order, this payment is non-refundable once production has started.
The reason for this is the custom production conditions explained in Section 3.
The remaining balance must be paid before the product is shipped or the final fitting, as agreed between the parties.
The specific deposit/pre-payment terms regarding your order will be notified to you in writing at the time of purchase.
5. Condition of Returned Products
A product to be returned under Section 2 must meet the following conditions:
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It must be unworn (it may have been worn only for the purpose of trying it on) and unwashed.
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It must be free of makeup, perfume, deodorant marks, stains, or odors.
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It must be undamaged and have all original tags attached.
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It should be sent in its original packaging as much as possible.
We reserve the right to refuse the return request or reduce the refund amount if the product shows signs of use beyond trying it on, damage, or alterations.
When trying on wedding dresses, we recommend using clean hands, avoiding makeup or self-tanning products, and wearing appropriate undergarments.
6. Refunds: Method and Timing
After we receive and inspect the returned product, we will notify you via email whether your refund has been approved.
If the return is approved, we will process the refund within 14 days via the original payment method used during the order.
Standard initial delivery charges are only refunded if the return is due to the product being faulty, damaged, or if the error is on our part. (See Section 7.)
In other cases, delivery charges are not refunded.
Unless the product is faulty, return shipping costs are your responsibility.
We recommend using a tracked and insured shipping service for your return. We are not responsible for the product being lost or damaged while being sent back to us.
7. Faulty, Damaged, or Non-Conforming Products
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
These rights apply to both made-to-order/custom design products and standard products.
If your product arrives faulty, damaged, or does not match the specifications described or agreed upon (including custom orders), we ask that you contact us within a reasonable time so that we can investigate the situation.
When contacting us, you should share photos of the product and your order details if possible.
Depending on the situation, we may offer:
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Repair,
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Replacement,
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Alteration, or
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Refund.
We will also cover reasonable return shipping costs for faulty, damaged, or non-conforming products.
8. Exchanges
We do not automatically offer a product exchange service.
If you want a different size, color, or model, you must return the eligible product under Section 2 and Section 6 to receive a refund, and then create a new order.
If you want to change any feature on made-to-order or custom design wedding dresses, you must contact us before production begins.
Changes requested after production has started may not be possible. (See Section 3.)
9. How to Initiate a Return or Cancellation?
To initiate a return, cancellation, or to report a faulty product, you can contact us with your order number and relevant details:
NETAYAT LIMITED
71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Company number: 16390907 (England and Wales)
Email: mianotti@netayat.co.uk
Phone: +44 7547 800944
We will acknowledge receipt of your request and inform you of the next steps via email.