Returns Policy
Contact us info
Non-faulty goods
If you’re looking to return 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 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 2 years of purchase
Product purchased from 01.09.2025 is guaranteed for a period of 2 years from the date of purchase, against mechanical and electrical defects when purchased in the United Kingdom.
Outside of the United Kingdom, this product is guaranteed for a period of 1 year from the date of purchase.
It is particularly important that you carefully read the instructions provided, in order to get maximum optimum use from this product.
This guarantee is only valid if the appliance is used solely for domestic purposes in accordance with the instructions and provided that it is not connected to an unsuitable electricity supply, dismantled or interfered with in any way or damaged through misuse. Under this guarantee we undertake to repair or replace free of charge any parts found to be defective.
This guarantee is only valid with your original sales receipt as proof of purchase. You may wish to attach the receipt to this card leaflet for ease of reference and to avoid accidental loss.
In the unlikely event of a fault or mechanical defect in material and workmanship within the 12 months of purchase the product should be returned to the retailer for replacement.
In the UK only, If the fault develops after 12 months and within 24 months from the date of original purchase, you should contact customer services quoting the products model number and batch code. This information can be located on the underside or back of the product. The batch code will be stated in an YYWW format (e.g. 2214).
All our electrical products purchased before 01.09.2025 are covered by our exchange policy up to 1 year from the date of purchase. A further 1 year's warranty was added if the product was registered on the mdlondon website within 28 days of purchase.
Please note any products purchased via the ebay mdlondon Outlet are excluded from the extended warranty. These products are sold with a standard 1 year warranty and cannot be registered for extended warranty cover.
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.
Contact us via e-mail at contactus@mdlondon.co.uk. Provide your order number, reason for the return or explain the issue you experience with the product, and confirm your full address and mobile number.
This will provide us with the details that will make your return process as fast and simple as possible. Once you provide us with the necessary details, we will provide you with return details within 48 business hours.
For faulty goods, you will be able to create a pre-paid postage label and a QR code.
For non-faulty goods, you will need to arrange postage at your expense and provide us with a proof of postage.
Preparing the package. Place your mdlondon product in secure packaging with the original packaging and its contents. 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:
- Your order number
- Attach the pre-paid postage label to the outer of the package or use the QR code.
- 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
- Please note that we cannot arrange returns if the address is outside of the UK. This also applies if the warranty was originally applied for in the UK but the customer has subsequently moved outside of the UK.
- Please note any products purchased via the ebay mdlondon Outlet are excluded from the extended warranty. These products are sold with a standard 1 year warranty and cannot be registered for extended warranty cover.