Returns & Refunds

How to cancel / return a product

1. Cancel before dispatch

You can cancel any order before dispatch to ensure a full refund including the cost of delivery, with the exception of bespoke or made to measure products. Email returns@mpmoran.co.uk or call our sales office on 01923 831 686.

2. Cancel after dispatch but before delivery is made

Once your order has been dispatched you may still cancel / reschedule your order but will incur the delivery cost at minimum to cover operating costs, please contact. Email Customersupport@mpmoran.co.uk  for confirmation of costs. Please note this also includes orders that have qualified for "free" shipping.

3. Return at point of delivery

If you are in the MP Moran green delivery zone you can ask our driver to return with any unwanted items at point of delivery. If your unwanted items are delivered via courier you can also refuse delivery. Please ensure this information is marked on the driver’s paperwork to ensure your refund is processed efficiently. Once we received the goods back your refund will be processed excluding the delivery cost incurred to us. Please note this also includes orders that have qualified for "free" shipping.

4. Return to an MP Moran Store

Return to one of our London or Hertfordshire stores: with your proof of purchase and the payment card. Your refund will exclude the delivery cost if your products were delivered.

5. Return by Courier/Royal Mail

Print and complete this returns form Returns Form and email it to returns@mpmoran.co.uk.

Our Returns team will email you back an Authorisation number.  Add this number to your return form and include with the package. Please don’t send your package until you have received this.

Items should be addressed to: Returns, MP Moran & Sons Ltd, 1 Merchant Way, Watford WD25 8FA

The return will be at your own cost. Please ensure that any returned items are sent via a tracked delivery service and you should retain your proof of postage. MP Moran is not responsible for any parcels lost or damaged. Once we received the goods back your refund will be processed excluding the delivery cost incurred to us. Please note this also includes orders that have qualified for "free" shipping.

6. Returning Pallets

Pallets will be refunded if returned to one of our London or Hertfordshire stores or sent back with our MP Moran Driver on a subsequent delivery. Print and complete this returns form Returns Form to advise that you are returning the pallets and email it to returns@mpmoran.co.uk.  Our Returns team will email you back a Customer Return document which you should check and print and give a copy to our driver to accompany your pallet return so your refund can be processed efficiently. 

Products where we are unable to accept returns

Due to the nature of the products below unless they are faulty, we are unable to offer a refund or exchange.  None of the below conditions affect your statutory rights when goods are faulty, or not as described.

• Perishable products
• PIR Insulation boards and Plaster based products (eg. Multi finish)
• Cementitious goods (eg. Cement)
• Any product with a short shelf life or sell by date
• Made to measure or bespoke products which have been made to your specifications or clearly personalised – (eg. Cut sheet material)
• Mixed Paints or liquids
• Chemicals or liquids which have been opened
• Toilet seats which have been opened due to hygiene reasons
• Sealed/sensitive electrical goods, if in sealed packages that have been opened (eg. circuit boards)
• Boilers which have been opened
• Copper pipes where we can’t ensure they aren’t damaged
• Specially ordered products (Store customers only)
• Direct deliveries where our supplier has delivered to you directly (Store customers only)
• Goods that have been fitted or installed
• Any goods which have been mixed inseparably with other items after their delivery

Reasons to return

1. Surplus to Requirements, ordered incorrect item or maybe you’ve changed your mind.

We understand that from time to time you may wish to return a product to us. We are happy to accept returns within 28 days of delivery or purchase in store, but only where products are not listed as non-returnable (see list above), or marked as such on your order paperwork. They must be unopened, unused and in a fully resalable condition. Please download this form Returns Form and email with accompanying photograph(s) of the item(s) you wish to return. Please note that the cost of delivery will be deducted from your refund.

2. Returning a product because it has a fault.

If what you have bought is faulty or misdescribed you may have a legal right to cancel the contract or get the product repaired or replaced or to get some or all of your money back.

Where the manufacturer has provided a helpline, repair service or warranty, we recommend you to contact the manufacturer directly. If you need help getting in touch with the product manufacturer let us know by emailing customersupport@mpmoran.co.uk or call our sales office on 01923 831 686.

3. Returning a product because it is damaged on delivery.

If you notice any damage to any of the products you receive please ensure you take photos of the damage on the product. We deliver to kerbside only and therefore any damage due to our handling will require date/time stamped evidence. 

If packaging appears damaged we recommend that you mark this on the delivery note before you sign it. Damage or other Delivery discrepancies should be reported within 24 hours of accepting receipt of delivery. To report any damage email to customersupport@mpmoran.co.uk or call our sales office on 01923 831 686.

Where we indicate a product is able to be returned

On the website this is indicated under the Shipping and Returns Tab on the product information. It is also indicated on your order paperwork you receive when placing the order.

Where we have made a mistake or you notice your product has been damaged

Where we have made a mistake and haven’t sent you the correct item on your order please download this form Returns Form and email with accompanying photograph(s) as soon as you notice the problem with the relevant details to returns@mpmoran.co.uk or call our Customer Service Team on 01923 831 686. Our Customer Service Team will be in contact with you shortly to advise of the next steps or to arrange an exchange.

How we will refund you

Refunds will be paid to the payment card or returned to you by the method used to place the order. The payment will be made as soon as possible but no later than 14 days after receiving the returned products.

MP Moran Terms and Conditions