Returns / Damage / Picking Errors

Below you will find our standard guidelines on how we handle errors and returns, we try to make this as straight forward as possible. If you have any queries please do not hesitate to get in touch with us.

Picking Errors

Incorrect Items

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. Please contact us within 7 working days of the delivery.

Missing Items

If your order is missing any items please contact us within 2 working days of the delivery. 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.

Reporting Picking Errors

To report a picking error please call or email us. We will need your order / invoice number number and your postcode. Also please advise us if there was any damage to the parcel packaging.

Damaged Items

Damaged Items

When products leave our warehouses they are in perfect condition but despite our best packaging efforts they can get damaged in transit.

We will offer a return and replacement or a refund of damaged items except for dye sublimation mugs where we reserve the right to refund the value of the damaged products only. If damage happens in transit, please contact us within 7 days of the delivery.

Reporting Damaged Items

To report damage please call or email us. We will need your order / invoice number number and your postcode.

Product Faults

General Products

If you have a product that is not working as intended please contact us so we can investigate the issue. If a general product is faulty we will replace it with a new product.

Machines

If you have purchased a machine and a fault develops within 30 days of purchase we will get the machine collected at our expense and replace it with a brand new one. After 30 days a fault will be resolved under the warranty.

The length and terms of warranty differs according to the product purchased. Where a warranty is Return-To-Base (RTB) the customer is responsible for costs incurred in returning the items to MDP Supplies and to ensure that they are correctly packaged, in the case of heat presses using the original box and packaging. Machines for warranty repair can only be returned to the address at the bottom of this page, they cannot be returned to MDP trade counters.

Upon receipt of the returned product it will be tested and our technical support will contact you to keep you informed.

Reporting A Faulty Item

To report a faulty item please call or email us. We will need your order / invoice number number and your postcode.

Your Mistake / You Changed Your Mind

Within 14 Days Of Purchase

You can return products that have no-fault up to 14 days from the date of purchase without penalty, subject to the quantity.

After 14 Days Of Purchase

If the purchase was made more than 14 days ago but less than 30 days we reserve the right to charge a 20% restocking fee.

Excessive Quantities

We do not sell on a 'sale or return' basis so if your return is excessive in quantity we will charge a 20% restocking fee but also reserve the right to refuse the return unless it was agreed prior to purchase by email.

Machines

Machines without faults can only be returned if unused.

Custom Cuts

If a product has been custom cut to a customer's specification then it cannot be returned unless faulty.

General Conditions

Items must be in a condition that they can be resold. You are responsible for returning the items to us in perfect condition at your expense, we do not offer a paid returns label. Please ensure you pack the items properly as if any item is damaged it will not be accepted for return. Products from discontinued ranges sold at a discount or items that are missing parts, dirty or soiled, eg garments that smell of smoke or perfume, will not be accepted for return.

All refunds will be made to the original payment method used for the order via our system. Card refunds can take up to 3 working days to show.

Returning An Unwanted Item By Courier

Please contact us before sending your return so our Goods Inwards team are notified to expect your delivery. Unsolicited returns may be rejected. When contacting us we will need your order / invoice number number and your postcode.

Returning Products

At MDP Trade Counters

All products, except machine warranty repairs, discontinued or bulk returns can be returned to any MDP trade counter. For locations click here.

By Courier

You can also send your return to us at the address below.

Your original invoice number must be clearly visible on the outer packaging.

All returns are the property of the customer until received by MDP Supplies. If misplaced by a courier the customer is responsible for contacting the courier to resolve the issue.

Please ensure all items are well packed. If items are received damaged MDP Supplies reserves the right to refuse the return, in this instance items will be returned to the customer.

MDP Supplies
Unit 1, Magazine Point
Riverbank Road
Bromborough
Wirral
CH62 3JP
United Kingdom