Returns Policy

RETURNING AN ITEM

We hope that you will be delighted with your purchase from Mstore.co.uk, but we understand that sometimes there may be a reason that you would like to return an item you have purchased to us. We aim to make this process as simple as possible.

14 DAYS RETURNS POLICY FOR PEACE OF MIND

The returns policy at Mstore.co.uk is valid for 14 days from the receipt of an item. You therefore have 14 days from the day you receive your item from Mstore to raise a return through returns.mstore.co.uk, if you have any technical problems with the returns portal please email [email protected]

Items must be unused and in their original packaging, capable of resale.

You can return your item by visiting returns.mstore.co.uk

UNWANTED OR UNSUITABLE PRODUCTS – EXCHANGES AND REFUNDS

We want you to be happy every time you shop with us at Mstore, but sometimes a product might not be what you were expecting or just isn’t right.

Items must be unused and in their original packaging, capable of resale.

You can obtain your Mstore returns authorisation number and returns address by submitting your returns via our return’s portal at returns.mstore.co.uk

To contact our Customer Care Team, send your email to: [email protected]

You may return any item that is unused and in its original packaging, capable of resale (as long as it is a non-disposable item and/or non-perishable, and well within its expiry date if applicable) within 14 days of receiving it, for a full refund. We will refund your card once we have received and processed the item. If your order was over £20 and wish to return an item/items, once you submit a return through returns.mstore.co.uk a member of the customer service team will email a return slip and pre-paid postage label.

*If your order was under £20 and wish to return an item/items, once you submit a return through returns.mstore.co.uk a member of the customer service team will email a returns slip and pre-paid postage label, the cost of postage will be deducted from your refund.

We cannot refund or exchange items not in a resalable condition unless they are faulty, or if the item was sent to you through our error.

Some items are excluded from our returns policy on grounds of hygiene or by the very nature of the product. If you would like further information about the returns policy of your product, please email: [email protected]

HOW IS THE 14 DAY RETURNS PERIOD CALCULATED – AM I OUTSIDE OF THIS PERIOD?

The calculation of the 14 days includes all days (working or otherwise) from Monday to Sunday.

Where goods are delivered in one delivery, the end of the cooling off period is 14 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order, but the goods are delivered on different days, the end of the cooling off period is 14 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 14 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 14 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return or exchange your goods.

FAULTY OR DAMAGED PRODUCTS

INSIDE 14 DAYS

We always try to select the best products available, and we package our items to ensure they reach you safely. However, if an item that you receive is faulty or damaged, please let us know within 14 days of receiving the item. We will be able to replace the item free of charge or provide you with a full refund. We will refund your card once we have received and processed your returned item.

 OUTSIDE 14 DAYS

If an item develops a fault caused by a manufacturing or materials defect outside of 14 days but inside of 12 months, we will be able to exchange the product where possible on a like for like basis. Where a like for like product is unavailable, a refund will be made for that product if deemed faulty.

Please note, if an item develops a fault through misuse or user damage and is not the result of a manufacturing fault or shortfall, we will be unable to exchange or refund your purchase.

DUPLICATE OR INCORRECT ITEM

Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately by emailing [email protected] and we can make arrangements for returning or collecting the item from you.

 HOW DO I ACTUALLY RETURN MY ITEM(S)?

If your reason for return falls into one of the above categories, you will need log a return through returns.mstore.co.uk, once you have done this a member of our customer service team will email a packing & pre-paid postage label.

Please pack your item(s) securely and include the packing note within the package with your name, contact details, order number (e.g. MST:12345) Usually the packaging that you received the item in can be used to return in, however sometimes this may not be suitable. Therefore, please use adequate packaging to protect the product.

Please then post the item to the address listed on the packaging slip.

14 DAY RETURNS POLICY

You have 14 days from the date of receiving your product to inform us of your wish to return an item. This timescale is strictly 14 days. We are unable to accept returns outside of 14 days unless faulty. Items outside of 14 days from date of receipt cannot be exchanged or refunded.

 

Last updated 13/10/2020