At MCS we take great care to ensure that all our products meet the highest quality standards. Every item is carefully selected, packaged and dispatched to help you achieve the best possible results in your projects.
Because many of our products are specialist materials that are mixed, tinted, or customised, we can only accept returns in the case of defective products.
Defective or Faulty Items
If you believe a product you have received is faulty, please follow these steps:
Contact us within 14 days of receiving your order.
Email: [your email]
Phone: [your phone number]
Please include your order number, product details, and a brief description of the issue.
Provide supporting information
Where possible, include clear photographs of the fault or defect to help us assess the issue quickly.
Return authorisation
If your item is confirmed as defective, we will provide you with instructions on how to return it.
Please do not send items back without contacting us first.
Resolution
Once we receive and inspect the item, we will either:
Replace it with the same product, or
Issue a full refund (including standard delivery costs).
Items Not Eligible for Return
Products that are not defective (including unwanted or incorrectly ordered items).
Opened or used products, unless the fault was only identifiable after use.
Custom-tinted, mixed, or bespoke items.
Delivery Costs
If the product is confirmed to be defective, we will cover the cost of return postage.
If the product is found to be in good condition, it will be returned to you at your expense.
Your Statutory Rights
Nothing in this policy affects your legal rights. If you receive goods that are faulty, misdescribed or not fit for purpose, you are entitled to a refund, replacement or repair under the Consumer Rights Act 2015.