Page Text: Full information on delivery costs and timescales are shown here .
Tracking
When your order is picked and despatched you will receive an email which will contain the courier tracking number if a courier delivery service has been selected in the ordering process.
Mainland EU Orders
Orders shipped to the EU mainland are exempt from UK VAT but the receiver of the order is responsible for payment of their country's VAT and / or duty to the courier before delivery. If a shipment is returned to us by the courier due to non payment any freight costs incurred will be charged to the customer.
Delays / Loss In Transit
If an order is delayed by a courier we will endeavour to keep you informed and chase up the courier on your behalf. If a courier informs us that a consignment is damaged or lost we will, at our expense send out a replacement using the same type of delivery service as the original order, eg next day courier.
Liability
If you have paid for a next day delivery but the order was not despatched by MDP Supplies on the correct day to meet this requirement then liability is limited to the refund of any delivery cost paid (if any). We are not liable for next day delivery costs associated with orders that we despatched on time but have failed to arrive due to the courier. If you give instructions to a courier to leave the parcel without your signature then we are not responsible for any loss incurred. We do not pay compensation for any consequential loss under any circumstances.
Stock
Stock Levels
We hold a massive amount of stock in our 9 UK branches and distribution centre so generally all items will be in stock for next day delivery. The website shows the quantity available in group stock for delivery.
This is a live figure so it may change by the time you actually checkout. The stock amount is the group stock so it will not be all located in the same warehouse. Occasionally the stock figure may be incorrect due to stock damage, incorrect information being entered or an unforeseen circumstance.
If your nearest branch does not stock an item it will be sent from our main distribution centre along with the rest of your order.
For in-store collections we recommend that select the branch from the list on the top right of the website. Even if a branch does not hold a particular product as a standard stock item it can be generally ordered in for collection on a next day basis
If any item will be out of stock for longer than 24 hours we will call you to advise of the expected date. If a standard stock item is on back order you do of course have the right to cancel without surcharge.
Returns / Picking Errors
Returns
If it is necessary to return goods to us we try to make this as straight forward as possible.
Our Mistake
If we may make an error in your order we will send out the correct item out to you with no additional carriage charge. We will also arrange for collection of the incorrect item.
Damaged Items
We will offer a refund/return and replacement of damaged items free of charge. If damage happens in transit, please contact us within 2 working days of the delivery.
Your Mistake / Changed Your Mind
If you wish to return products that have no fault with them then we reserve the right to charge a restocking fee of 20% subject to compliance with distance selling regulations for consumer purchases. The restocking fee is is due to the administration costs and credit / debit card surcharges that are incurred in processing the order. You are responsible for returning the items to us in perfect condition at your expense. Please ensure you pack the items properly as if any item is damaged it will not be accepted for return. Carriage charges cannot be refunded once the order has been despatched from MDP Supplies.
Picking Errors
If your order is missing any items please contact us within 2 working days of the delivery. When calling us please have to hand the invoice number. Also please advise us if there was any damage to the parcel packaging. Where applicable we will replace any missing items. If we are not notified within 7 days of a picking error we cannot replace missing items.
Warranties
The length and terms of warranty differs according to the product purchased. Where a warranty is Return-To-Base (RTB) MDP Supplies will only collect the machine free of charge if the fault is reported within 30 days of purchase. Any warranty is for repair unless the fault was reported within 30 days of purchase product in which case a brand new item will be provided. When returning products to MDP it is the customers responsibility to ensure that they are correctly packaged.
Custom Cuts
If a product has been custom cut to a customer's specification then it cannot be returned unless faulty.