Refund policy

Return & Refund Policy

Last updated: 24 July 2026

Thank you for shopping with MT ECOM LTD. We want you to shop with confidence. This Return & Refund Policy explains your rights and how returns, refunds, exchanges, and cancellations are handled.

This policy applies to customers purchasing from MT ECOM LTD in the United Kingdom. Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Your Right to Cancel

If you are a consumer purchasing goods online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, please contact us within 14 days of receiving your order at:

Email: mt4ecom@gmail.com

Please include your order number and details of the item(s) you wish to return.

If your order contains multiple goods delivered separately, the cancellation period generally begins when you receive the last item in the order.

2. Returning Your Item

Once you have informed us that you wish to cancel your order, you must return the goods to us within 14 days.

Items should be returned to:

MT ECOM LTD
74 Winnie Road, Birmingham, B29 6JX, United Kingdom

Please ensure that returned items are packaged securely to avoid damage during transit.

Customers may inspect and handle goods as they would in a physical shop. However, if the value of an item has been reduced because it has been handled beyond what is necessary to inspect its nature, characteristics, and functioning, we may make an appropriate deduction from the refund where permitted by law.

3. Return Costs

If you are returning an item because you have changed your mind or are exercising your right to cancel, you will normally be responsible for the direct cost of returning the item to us, unless we agree otherwise.

If an item is faulty, damaged, incorrect, or not as described, MT ECOM LTD will not require you to bear the reasonable cost of returning the item. Please contact us before returning such an item so that we can provide appropriate return instructions.

4. Refunds

Once we receive your returned item, or where applicable receive satisfactory evidence that it has been sent back, we will process your refund in accordance with applicable UK law.

Where you have validly cancelled an online order, we will normally refund:

  • The price paid for the returned item(s); and
  • The cost of standard delivery, where required by law.

If you selected a delivery option that was more expensive than our standard delivery service, we may only be required to refund the cost of our standard delivery option.

Refunds will normally be made using the same payment method used for the original purchase, unless we agree otherwise.

We aim to process eligible refunds promptly and within the applicable legal timeframe.

Please note that it may take additional time for your bank or payment provider to make the refunded amount available in your account.

5. Faulty, Damaged or Incorrect Items

We take product quality seriously. If you receive an item that is:

  • Faulty or defective;
  • Damaged on arrival;
  • Incorrect;
  • Not as described; or
  • Otherwise does not meet your statutory consumer rights,

Please contact us as soon as possible at:

Email: mt4ecom@gmail.com

Please provide your order number, a description of the issue, and photographs where possible. We may ask for additional information to help us assess and resolve the problem.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction, or refund.

Nothing in this policy limits your statutory rights regarding faulty, damaged, or misdescribed goods.

6. Items That May Not Be Eligible for Cancellation or Return

Certain goods may be exempt from the standard right to cancel where permitted by applicable law. This may include:

  • Personalized or custom-made items;
  • Perishable goods or items with a short shelf life;
  • Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
  • Other goods excluded from cancellation rights under applicable UK law.

This does not affect your rights if an item is faulty, damaged, or not as described.

7. Exchanges

If you would like to exchange an item, please contact us at mt4ecom@gmail.com before returning it.

Exchanges are subject to product availability. If a replacement is unavailable, we may offer an appropriate refund or another solution in accordance with your legal rights.

8. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch. If the order has already been dispatched, you may still have the right to cancel and return the goods in accordance with this policy and applicable UK law.

9. How to Start a Return

To request a return, cancellation, refund, or assistance with a faulty item, please contact us:

MT ECOM LTD Customer Support
Email: mt4ecom@gmail.com

Please include:

  • Your full name;
  • Order number;
  • The item(s) you wish to return;
  • The reason for your return, if applicable; and
  • Photos of any damage or fault, where relevant.

We will provide you with instructions for the next steps.

10. Your Statutory Rights

This Return & Refund Policy is intended to comply with applicable UK consumer protection law.

Nothing in this policy is intended to exclude, restrict, or override any rights you may have under applicable law, including your rights relating to goods that are faulty, damaged, not as described, or otherwise not of satisfactory quality.

11. Contact Us

If you have any questions about returns or refunds, please contact:

MT ECOM LTD
Email: mt4ecom@gmail.com
Return Address: 74 Winnie Road, Birmingham, B29 6JX, United Kingdom

We aim to respond to customer enquiries as quickly as possible and work towards a fair resolution.