Refund policy
At MRT Global, we want you to shop with confidence. This Returns & Refunds policy explains when an item can be returned, how to request a return, and how refunds are processed.
For a UK online store, I’d use a 30-day returns promise while also making clear that customers keep their statutory rights. UK distance-selling rules generally give customers 14 days after delivery to cancel, then another 14 days to send the goods back; faulty goods also have separate protections, including a 30-day short-term right to reject in many cases.
Returns & Refunds
At MRT Global, we want you to shop with confidence. This Returns & Refunds Policy explains when an item can be returned, how to request a return, and how refunds are processed.
30-Day Returns
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item should normally be unused, in its original condition and returned with its original packaging and any accessories supplied with it.
Your statutory consumer rights are not affected by this policy.
How to Request a Return
Before sending an item back, please contact us through our Contact Us page.
Include:
- Your order number
- The email address used at checkout
- The item you wish to return
- The reason for the return
We will provide the appropriate return instructions.
Please do not send a return to an address without first contacting us.
Change-of-Mind Returns
For eligible online purchases, customers have statutory cancellation rights. UK rules generally require online sellers to allow customers to notify them of cancellation within 14 days of receiving the goods, with a further 14 days to return them.
Our 30-day returns policy provides additional time for eligible returns.
Where a return is simply because you have changed your mind, you may be responsible for the return postage cost unless we tell you otherwise.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, faulty or different from what you ordered, contact us as soon as possible and provide your order details. We may ask for photographs or other information so we can resolve the issue.
Where goods are faulty or not as described, your rights under UK consumer law apply.
Items That May Not Be Returnable
Certain products may be excluded from change-of-mind returns where permitted by law. This can include items such as:
- Personalised or made-to-order products
- Perishable goods
- Certain sealed hygiene or health-related products once opened
- Other products that cannot legally be returned after opening or use
Any product-specific return restrictions will be clearly stated where applicable.
Refunds
Once your returned item has been received and checked, we will let you know whether the refund has been approved.
Approved refunds will normally be issued to your original payment method.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
For statutory cancellations, UK rules require eligible refunds to be made within the applicable legal timeframe; in many cases this is within 14 days of receiving the returned goods or evidence that they have been sent back.
Original Delivery Charges
Where UK cancellation rights apply, the cost of the standard delivery service may also need to be refunded. If you selected a more expensive delivery method, any additional premium delivery cost may not be refundable.
Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to stop the order before fulfilment, but we cannot guarantee cancellation once processing or dispatch has begun.
Exchanges
We do not currently guarantee direct exchanges for every product.
Where appropriate, the simplest option may be to return the eligible item for a refund and place a new order for the replacement product.
Need Help?
If you have any questions about a return, refund, faulty item or cancelled order, please contact us through our Contact Us page and include your order number.