QUESTIONS & ANSWERS
Can I change or cancel my online order after I have placed it?
Yes you can.
If you amend or cancel your online order before we have dispatched it we will refund any amount due to your payment card on the next working day.
If you want to amend or cancel your order after we have dispatched it, the Distance Selling Regulations entitle you to cancel all or part of your order by e-mailing us via the CONTACT button quoting your order number up to seven working days after your order has been delivered without giving us a reason.
If you want to exercise this right, the items concerned must be returned to us promptly unused and undamaged. You are responsible for return shipping costs and for ensuring that any items returned are received by us unused and undamaged. Once we have received your returned items and are satisfied they are unused and undamaged we will process a refund to your card.
We want you to be happy with what you buy from us, so if you want to return or exchange items after this period please contact us. Provided you bear the cost of return shipping and any items returned are received by us unused and undamaged we are usually willing, subject to a handling charge, to exchange or give a refund on items which are still in our current product range. You should contact us before returning any item for exchange or refund as we do not give refunds on or exchange items if we have not first agreed their return.
What happens if anything I buy is damaged in transit or proves defective?
If any of the items delivered to you is damaged in transit, please contact us as soon as possible so that we can arrange for a replacement to be sent to you. We will usually try to send this out to you on our next working day, but if there is likely to be any delay we will try to let you know.
For damaged items we will need details of the purchase date and the nature of the damage, so that we can claim against our carriers. In most cases of damage, we will ask you to return the item so we can deal with that claim. We will give you details of how the item may be shipped back to us at our expense.
If any item we supply you is defective, we will replace it free of charge or refund its original cost, provided any defect is neither the result of normal wear and tear nor a result of you misusing it.
If you have an item we supplied which you consider defective, please contact us to discuss its replacement or a refund. We will need details of the purchase date and the nature of the defect.
We do reserve the right to ask you to return the item at your expense for technical evaluation before we replace it or give a refund. If our technical evaluation confirms that the defect is not a result of fair wear and tear or misuse by you we will refund your return shipping costs.
Even when we are able to agree a refund or replacement in advance we may ask you to return the item for technical evaluation. If we do, we will give you details of how the item may be shipped back to us at our expense.
Our refund will include any related delivery costs on a defective item if it was delivered outside our free UK delivery area.
If you used a payment card for your purchase your refund will be made to this card, otherwise it will be made by bank transfer. We will bear all the bank charges on any refund paid by bank transfer.
If exceptionally we must pay your refund by cheque, we will add an amount to cover charges deducted by your bank for collection.
What should I do if I have a problem or complaint?
We want you to be happy with the products you buy from us. If you have a problem or feel dissatisfied with any part of our service please e-mail us via the CONTACT button as soon as possible, so that we have the best chance to do something about it. If you can't e-mail us, we still want to hear from you so please use the CONTACT button for other ways to get in touch with the MBP team.