Refund Policy
For Physical Items
We have a 14-day return policy, which means you have 14 days after receiving your physical items to request a return and we’ll give you a refund as long as your returned product meets our terms and conditions. Please include a cover letter with your name, order reference and details of item(s) being returned.
Exceptions:
- Products you received over 14 days ago
- Products that have been opened or are unsealed (other than where necessary to inspect)
- Products without original packaging or labels
You can always contact us for any return questions at info@mt13.co.uk.
The address for returns is:
MT13 Ltd
Meadowside
Park Road
Plumtree Park
Nottinghamshire
NG12 5LX
Please note: we cannot refund any postage costs and we’d recommend obtaining a proof of posting certificate.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The address for damage returns is as above.
Where we agree that the items is damaged, we will refund postage costs provided there is a receipt and a proof of posting certificate emailed to info@mt13.co.uk at the time of posting.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
The address for exchange returns is as above.
Please note: we cannot refund any postage costs for exchanges and we’d recommend obtaining a proof of posting certificate.
You can always contact us for any exchange questions at info@mt13.co.uk.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.