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delivery & returns policy

We want you to be delighted with your purchase but if you are not completely satisfied or the item is faulty you can return it to us for either an exchange or refund within 30 days from receipt.

No fault returns

If you wish to cancel your order once the product has been dispatched, you can return it for a credit or refund. You must notify us within 14 working days of delivery by email or by calling our customer service line. (See returns notification below).

All ‘no fault returns’ must be returned at the customers own cost.

The products must be in their original packaging, as new and unused, and they must include all the manuals and accessories. All sealed items must remain sealed – we reserve the right to charge you if, on return, items are judged to be unsellable. If items are received into ourselves damaged (caused through transit) we will aim to report this to you within 2 working days of delivery. Goods received ‘as new’ but incomplete with missing components and accessories will be charged to you.

Refunds are processed on a weekly basis. Please note that we will not be held responsible for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

All products supplied are covered by the terms and conditions of the manufacturer’s guarantee. The guarantee specifically does not include faults caused by accident, poor maintenance or misuse. In addition, routine maintenance consumables cosmetic damage is not covered.

Faulty returns

If a product does not work when it is first taken out of the box it will be classed as faulty. Please email or call as soon as the fault becomes apparent. (See returns notification below) The goods should be returned directly from yourselves postage cost refunds only apply to goods that have developed a fault within 6 months from the date of purchase.

When the fault has been confirmed by our engineer we will offer you a replacement, repair or a full refund.

If a product, having been examined by our engineer or the manufacturer, is not deemed faulty you will be:

  • Offered the goods returned to you at your expense, being any applicable full cost of engineers’ analysis, and all transport costs.
  • Refunded the invoice cost less any applicable transport charges, provided the product is ‘as new’ complete in its original box with all packaging and accessories. If the packaging is damaged or poor then we reserve the right to impose a charge to cover any repackaging and any missing accessories will also be charged to you.

This Returns Policy does not affect your legal rights

Any returned goods that we receive which are outside this returns policy will be defined as “in dispute”, such in dispute items will not be refunded or exchanged. A reason for this will be provided. We are happy to re-ship such “in dispute” items back to you at a cost to yourself, otherwise they be destroyed within 91 calendar days from their receipt back to us.

Damaged in transit: If possible any damages should be noted on the delivery note. Please inform us of any damages, shortages or incorrect items as soon as you are made aware by emailing or calling us. Photographic evidence of damage will need to be provided where possible. Please report all damages prior to use – Please be aware that if returning an item as “damaged” then all items received back to ourselves should be unused. Unfortunately if the item is found to have been used on return then you will be liable for costs incurred in replacing the item.

Returns Notification

For all returns please complete a returns form.

Please note:

  • Returns must be received within 30 days from the day after you have received the goods.
  • The item is your responsibility until it reaches us. For your own protection, we recommend that you use a delivery service that insures you for the value of the goods.
  • Refunds will be made on the original form of payment. Please allow up to 14 days for a refund to appear on your statement.

Delivery Policy:

Deliveries are made Monday to Friday 9am – 5pm. For orders received before 12 noon you will receive your order on 3 day business service.

Alternatively you can opt for a next day service. The 2 delivery options will appear on the checkout screen.

Orders received after 12 noon will be despatched the following working day.
At present, we do not deliver outside the UK.

If nobody is in they will leave a card for you, please contact the courier to arrange re-delivery.

If we receive incorrect billing or credit card account information, the processing and subsequent despatch of your order can be delayed. Once your credit card has been approved, your order will be despatched. We must have a complete address to guarantee delivery.

All goods are subject to availability. In the unlikely event that we are unable to supply your goods, we will inform you immediately and advise you of the expected delivery date.  Outstanding orders/items can be cancelled at any time.

In the event of any goods being delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the companies appointed carrier.

If you have any queries regarding an order you wish to place, or an existing order please email us websales@mplhome.com.