Returns Policy
Contact us info
Non-faulty goods
If you’re looking to return or exchange your unused order for whatever reason, we're here to help! We offer returns within 28 days of purchase on all unused mdlondon goods, in their original packaging. You can exchange your product for a different product or return your product for a refund to the original payment method. You have 28 days from the date of purchase to return it to us. Please note the following:
- Returned items must be returned in the original product packaging. Goods that have been used, damaged, defaced, or maltreated will be rejected by our returns department and returned to the customer at the customer’s expense.
- mdlondon does not accept unwanted returns outside of this period.
- mdlondon does not cover the cost of returning the product.
Damaged goods upon arrival
We ask that all deliveries are inspected upon receipt for damage or defects, please report any damage to us within 7 days, but we advise you check your goods as soon as possible to avoid delays.
If items are visibly damaged on receipt, please sign the carrier's delivery note accordingly, or refuse delivery entirely to enforce an immediate return.
If it is discovered that goods are damaged after opening, please do not attempt to use and contact us immediately. Our team will act swiftly to correct any problems with your order and any replacement(s) will be shipped as quickly as possible.
Incorrectly supplied goods
Upon receipt of your order, you should immediately check the description on the packaging and paperwork matches what you have ordered. If you suspect the goods received to be incorrect or not matching your order or paperwork, please contact us within 7 working days of receipt.
Faulty goods within 1 years of purchase
Every mdlondon product is created to the highest standards and thoroughly checked before it is sent. For added peace of mind, all our electrical products are covered by our exchange policy up to 1 year from the date of purchase.
Faulty goods within 3 years of purchase
A further 2 years warranty can be added if the product is registered on the mdlondon website within 28 days of purchase.
Returns procedure (for all returns)
If you need to return your mdlondon product, we'll ensure the whole process is as simple and speedy as possible.
Fill in the online return request form. This will provide us with the details that will make your return process as fast and simple as possible. Once you fill in and submit the return request form, we’ll contact you directly within 48 hours (please ensure you include your email contact address)
Producing the return form. We will be email a returns form for you to complete and include with your products to be returned.
For faulty goods, you will also receive a postage paid label which you will need attach to the outer package.
For non-faulty goods, you will need to arrange postage at your expense and provide us with a proof of postage and tracking details via e-mail at contactus@mdlondon.co.uk
Preparing the package. Place your mdlondon product in secure packaging with the original packaging and its contents if possible. Please note that it is your responsibility to ensure that the goods are packed carefully to avoid damage in transit. Should the goods arrive damaged from transit, we reserve the right to return the goods to you.
In the package you will also need to include:
- A copy of your proof purchase *Original paperwork may be destroyed and not returned.
- The printed Return Form
- Attach the pre-paid postage label to the outer of the package, if provided
What happens next?
- We will inspect the returned product within 7 working days of receipt and either:
- repair the fault identified or exchange the product on a like-for-like basis at our discretion.
- In the instance of a return within 28 days of non-faulty goods, we will refund to the original payment method within 7 days.
- We will aim to process your return fully within 14 working days of receipt of the goods to our warehouse, but if you need any further information, please email us at: contactus@mdlondon.co.uk