1. Refund Policy
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Please note: it is your responsibility to advise us of any changes to your PayPal email address. Refunds can take up to 10 working days to process.
All products supplied by MSTrading have a 3 month manufacturer’s warranty period from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.
Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use. Consumable items, (e.g batteries) are covered for physical defects in accordance with the terms above. Consumable items, (e.g batteries) are not covered for replacement during 'normal' use.
3. Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item in writing (by post, by e-mail or by using the Contact Us page on the website). Failure to do so will void any returns after this time period.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g batteries) are not covered for replacement during 'normal' use
For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible faults instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter, please see our Returns Procedure (see condition 6 below).
The goods should be returned to us in line with our Returns Procedure (see condition 6 below).
We will check products returned as faulty. If the fault is verified, we will replace the item within 10 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.
For items over £15 sale price before VAT, please contact us via the contact us form describing the type and extent of the fault and we will advise you how to proceed.
Please do not place duplicate orders for replacement of damaged/faulty goods.
For heavy, courier delivered items of the value of over £15 sale price before VAT with visible fault (s) that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)
In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure (see condition 6 below). If the goods you have returned are found not to be faulty, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
4. Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify us in writing (by using the Contact Us page on the website) within 48 hours of receipt of the goods. For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible damage instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter, please see our Returns Procedure (see condition 6 below).
If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
PLEASE DO NOT PLACE DULICATE ORDERS TO REPLACE DAMAGED ITEMS, it will not speed up the replacement process.
*IMPORTANT NOTE : MSTRADING accept responsibilty for transit and delivery of goods to the address specified on the order. If the goods are sent on to another address via a third party, we require proof these goods were damaged upon arrival with the third party, not the end customer. We can accept no responsibilty for damage that occurs during transit from a third party to the end customer.
5. Non-Delivery of Item(s)
We class an order as non-delivery if it has not arrived within 2 weeks. You have 14 days from when you made your payment to notify us of any missing, damaged or faulty items. Orders over this time period will not refunded or replaced. Please contact MSTrading via the ‘contact us’ form on the website. Please provide us with the original order number as reference.
We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods within the required 14 days.
6. Returns Procedure
Please note, as stated above, in the event of an item arriving damaged contact must be made to ourselves in writing and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return.
Items should be returned in their original packaging and 'as new. Contact us for details and returns address.
Before returning any items, you must inform MSTrading of the reason for the return.
Please quote your original order number on all returns and correspondence.
In the event of an item returned to MSTrading not arriving, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage.
We advise that customers return items of high value (£15 or more) a return signed for second class only.
If an item(s) is returned to MSTrading without any written communication, and not in line with our returns procedure, MSTrading will not compensate for any transport costs involved.