Refund policy

This Refund & Returns Policy applies to orders placed with MTC SHOP. For any questions, contact us at online@memogroup.co.uk.

Cancellation and returns (consumers)
If you are buying as a consumer, under the UK Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, email us at online@memogroup.co.uk with your order number before the 14-day period ends. After cancelling, you must return the goods to us within 14 days. We will refund the price of the returned goods within 14 days of receiving them back, or of receiving proof that they have been sent back, whichever is sooner.

Condition of returned goods
- Goods must be unused, unopened where applicable, and in their original, resaleable condition and packaging.
- Hygiene and tissue products that have been opened or had their seals broken cannot be returned unless they are faulty.
- We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods.

Return shipping costs
For change-of-mind returns, you are responsible for the cost of returning the goods to us. Because items are shipped on pallets, please contact us first so we can advise on the correct return method. If the goods are faulty, incorrect, or damaged on arrival, we will cover the return cost.

Faulty, damaged or incorrect items
Your legal rights under the Consumer Rights Act 2015 are not affected by this policy. If your goods are faulty, not as described, or arrive damaged, please contact us within a reasonable time at online@memogroup.co.uk with your order number and photos where possible, and we will arrange a repair, replacement or refund as appropriate.

Refunds
Approved refunds are issued to the original payment method. Please allow a few business days for the refund to appear, depending on your card issuer or bank. Original delivery charges are refundable only where the goods were faulty, incorrect or damaged.

Trade and wholesale orders
The 14-day consumer cancellation right above applies to consumers only. Business, trade and wholesale orders are placed under our trade terms and are not subject to the consumer cancellation right; such orders may only be returned where the goods are faulty, damaged or incorrect, unless otherwise agreed by us in writing.

Contact
MTC SHOP is operated by Midland Tissue Company Ltd, a company registered in England and Wales. Email: online@memogroup.co.uk. Registered address: 155 Humberstone Lane, Thurmaston, Leicester, LE4 8HP.