Refund policy
At MLCP-Direct, we are committed to supplying you the highest quality products and the most helpful customer service.
If you’re not 100% satisfied with your purchase, we’re here to help with easy returns and refunds.
In the unlikely event that there is an issue with your items or delivery, please read the procedures below.
Returns Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at webshop@mlcp-direct.co.uk. Please note that returns will need to be sent to the following address:
Unit 7d, Moy Road Industrial Estate, Taff’s Well, Cardiff, CF15 7QR, Wales, United Kingdom
You can always contact us for any return question at webshop@mlcp-direct.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you've received the wrong item so that we can evaluate the issue and make it right. Please ensure you take photos of the affected item(s) and take details of your order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items), and personal care goods.
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Exchanges are not available at this time. To exchange an item, please return your original purchase and place a new order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at webshop@mlcp-direct.co.uk.
What Products Can Be Returned
New and unopened items are eligible for return.
We cannot accept returns for the following items:
- Bespoke goods bought especially for a project and cut pre-insulated pipework cannot be returned.
We provide a complete system package, calculating the number of materials required to install to specification with appropriate margins for error built in. Any remaining or surplus items from an order cannot be returned.
We hold absolute discretion for accepting returns of the following items: MDPE Pipework, Pre-insulated Pipework, Glycol and Adhesives.
Return Timeframe
· Returns are accepted within 14 working days of delivery.
Return your items within 14 days of purchase for a full refund.
Item Condition Requirements
To qualify for a return, items must:
- Be in new condition and packaging unopened.
- Be in original packaging.
- Include all tags, accessories or inserts.
Items should be be unused and in their original packaging with all documents included.
Items may be eligible for a return if they are in a condition suitable enough for reuse and redistribution, such as slightly opened packaging or an item used once/lightly.
This will be determined by our discretion to determine if a product is acceptable for a return and/or refund.
How To Start A Return
To begin a return, please contact our customer service team with your order number and reason for return.
Fill out our Returns Form here or email us at webshop@mlcp-direct.co.uk to contact us here with the following:
- Your order number
- Reason for return
- Photos of the item, if it arrived damaged or incorrect
- If any item(s) is missing, please take a picture of all items received. This can then be matched to the goods sent.
- If any items or their packaging appears damaged on the pallet or package, please refuse delivery and take photographs of damaged package/items.
Once approved, we’ll send return instructions and the return address.
You, the customer, will cover the return shipping cost.
Please report damage or missing items to:
029 2252 0945 quoting your reference number which can be found on your delivery note.
Refunds & Exchanges
Refunds are issued to the original payment method within 14 working days after we receive your return.
Refunds will be issued within 14 working days following goods returned to MLCP-Direct.
Refunds processed within 14 working days after inspection.
We do not offer exchanges on any items.
When the goods have been returned and inspected, we will agree on the refund amount.
We can then offer these return options:
· Credit Note – Receive a credit note for the agreed amount, which can be put towards future purchases at MLCP-Direct.
· Original Method of Payment Refund – You may opt for a refund to your original method of payment. The refund will go back to the original card or account used for the initial transaction.
Contact Information
For any questions about returns, contact us at:
· or visit our Return Request Form page here.
· Alternatively, call us on 029 2252 0945
Reporting Damaged or Missing Items
On receipt of goods, carefully inspect and verify that all items listed on the delivery note have been received.
Returns accepted on eligible stocked items.
Faulty items replaced or refunded.
Any discrepancies for damaged, missing or incorrect items need to be highlighted to us within 14 working days of receipt of goods.
If another person is collecting or receiving goods on the buyer’s behalf, they are responsible in verifying that all items listed on the delivery note have been received.
Prior to returning any damaged, defective or incorrect items received, they must be stored safely and in a dry place.
You are responsible for the safety and the condition of the goods on-site, until transferred to the collection courier.
All returned goods will be subject to thorough inspection by our team.
· Please report damaged or missing items to:
029 2252 0945 quoting your reference number which can be found on your delivery note.
Responsibility of Damage
If it is confirmed that the goods were damaged before unloading on site and evidence has been provided to MLCP-Direct:
1. We will deliver replacement goods or issue a full refund for the damaged items.
2. If the goods were damaged during unloading or anytime afterwards, without supervision on site, we hold no obligation to replace items or issue a refund.
3. If we determine that the reported damaged product(s) cannot be classed as reasonably damaged, we will arrange to send the replacement goods to you, but you will need to be aware that:
i) You may be responsible for the delivery costs. We will explain to you the fees to cover if applicable.
Return of Damaged or Faulty Items
If goods are returned, you must notify us within 14 working days of delivery, so that a returns form can be sent out.
- The returns form must be completed in full and sent to us via email/online form for approval prior to the goods being returned to us.
- All returned items must be in the condition in which you received them, such as in a sealed bag(s) or in their original packaging. No part box/bag quantities can be returned.
- Pictures are required of all returned items and must be sent with the returns form.
- The completed returns form must also be returned with the goods.
- If damaged or faulty goods are approved by us, we will organise collection and replacement of goods.
- Prior to returning any damaged, defective or incorrect items received, items must be stored safely and in a dry place. You are responsible for the safety and the condition of the goods on-site until transferred to the collection courier.
Items No Longer Required
Items no-longer required due to a system redesign
If the specification of a system has changed after receiving your delivery, please contact:
We will check that the performance of the system will not be affected before any items are returned.
Policy Updates
We will update this policy from time to time. Please review the latest version before initiating a return.
