MDP Supplies: Customer Information

Customer Information / Terms & Conditions

Below you will find answers to the questions that we are most frequently asked but if you have any queries please do not hesitate to get in touch with us.

Ordering

How To Order
You can buy online or alternatively you can call your nearest branch (click here for branch contact details) or buy in-store at one of our branches.

Last Order Time
Our last order time for next working day delivery is 4pm Monday - Friday.

Who Do We Sell To?
We predominantly sell to sign makers and garment printers but anyone can buy from us, whether as an individual or as a business.

Pricing
All prices on our website exclude VAT.

Discount
On all our products we offer discounts when you order multiple items from the same range. The ordering system will automatically calculate the correct pricing for the items that you have in your order. The discounts are applied across the selected range so, for example, buy any 5 rolls from the DeTape 440 Series Gloss and get the discounted price. The more you order the greater the discount.

Payment
Payment can be made by any of the cards shown below and we also accept cash for over the counter sales at our branches. On the website you can pay in British Pounds or Euros (€).

At UK mainland branches cards or cash payment can be made in British Pounds Sterling only. In Northern Ireland payment is accepted in British Pounds or Euros (€) at the prevailing exchange rate.

Credit Accounts
We do not offer credit accounts to private businesses or individuals.

Order Fulfilment
If your order is placed before our last order time we will ensure that your order is despatched the same day by the selected courier method (subject to stock and fraud checks).

Fraud Checks
We check all orders to ensure that they are not fraudulent. This protects us as a merchant from chargebacks by credit card companies and protects customers as we vigilantly screen orders. Obviously we can't disclose our processes for checking orders for potential fraud but by including your telephone number and email address when you order it can speed up the manual verification process should we need to contact you.

If we are not satisfied with the authenticity of an order we will not despatch it and refund the payment.

All orders detected as fraud are reported to the Police / Garda and also added to our internal fraud screen systems.

Delivery

Courier Selection
In the checkout process you can select your preferred delivery method. The delivery options are determined by the time the order is placed, your location and the overall weight of the order. We will, where possible use your preferred delivery method.

We use the following delivery providers - (services available depend on delivery and despatch location)

GB	GB	GB / NI	NI / Ireland	Europe

Costs
Full information on delivery costs and timescales are shown here.

Tracking
When your order is picked and despatched you will receive an email which will contain the courier tracking number if a courier delivery service has been selected in the ordering process.

Mainland EU Orders
Orders shipped to the EU mainland are exempt from UK VAT but the receiver of the order is responsible for payment of their country's VAT and / or duty to the courier before delivery. If a shipment is returned to us by the courier due to non payment any freight costs incurred will be charged to the customer.

Delays / Loss In Transit
If an order is delayed by a courier we will endeavour to keep you informed and chase up the courier on your behalf. If a courier informs us that a consignment is damaged or lost we will, at our expense send out a replacement using the same type of delivery service as the original order, eg next day courier.

Liability
If you have paid for a next day delivery but the order was not despatched by MDP Supplies on the correct day to meet this requirement then liability is limited to the refund of any delivery cost paid (if any). We are not liable for next day delivery costs associated with orders that we despatched on time but have failed to arrive due to the courier. If you give instructions to a courier to leave the parcel without your signature then we are not responsible for any loss incurred. We do not pay compensation for any consequential loss under any circumstances.

Stock

Stock Levels
We hold a massive amount of stock in our 9 UK branches and distribution centre so generally all items will be in stock for next day delivery. The website shows the quantity available in stock for next day delivery to Northern Ireland and the Republic of Ireland.

This is a live figure so it may change by the time you actually checkout. Our UK main distribution centre also has more on-hand stock available to Northern Ireland and the Republic of Ireland within 48 hours. Occasionally the stock figure may be incorrect due to stock damage, incorrect information being entered or an unforeseen circumstance.

If your nearest branch does not stock an item it will be sent from our main distribution centre along with the rest of your order.

For in-store collections we recommend that select the branch from the list on the top right of the website. Even if a branch does not hold a particular product as a standard stock item it can be generally ordered in for collection on a next day basis

If any item will be out of stock for longer than 24 hours we will call you to advise of the expected date. If a standard stock item is on back order you do of course have the right to cancel without surcharge.

Returns / Damage / Picking Errors

Returns
If it is necessary to return goods to us we try to make this as straight forward as possible.

Our Mistake
If we may make an error in your order we will send out the correct item out to you with no additional carriage charge. We will also arrange for collection of the incorrect item.

Your Mistake / Changed Your Mind
If you wish to return products that have no fault with them then we reserve the right to charge a restocking fee of 20% subject to compliance with distance selling regulations for consumer purchases. The restocking fee is is due to the administration costs and credit / debit card surcharges that are incurred in processing the order. You are responsible for returning the items to us in perfect condition at your expense. Please ensure you pack the items properly as if any item is damaged it will not be accepted for return. Carriage charges cannot be refunded once the order has been despatched from MDP Supplies.

Picking Errors
If your order is missing any items please contact us within 2 working days of the delivery. When calling us please have to hand the invoice number. Also please advise us if there was any damage to the parcel packaging. Where applicable we will replace any missing items. If we are not notified within 7 days of a picking error we cannot replace missing items.

Damaged Items
We will offer a refund / return and replacement of damaged items free of charge except for dye sublimation mugs where we reserve the right to refund the value of the damaged products only. If damage happens in transit, please contact us within 2 working days of the delivery.

Warranties
The length and terms of warranty differs according to the product purchased. Where a warranty is Return-To-Base (RTB) MDP Supplies will only collect the machine free of charge if the fault is reported within 30 days of purchase. Any warranty is for repair unless the fault was reported within 30 days of purchase product in which case a brand new item will be provided. When returning products to MDP it is the customers responsibility to ensure that they are correctly packaged.

Custom Cuts
If a product has been custom cut to a customer's specification then it cannot be returned unless faulty.

General

Ownership Of Goods
All goods remain the property of MDP Supplies until payment has been made in full.

Customer Comments
We welcome comments from existing, new or potential customers. If we have done a good job or you feel we could have done better please do let us know. Maybe you have a comment about the website or a product. You can call us on 0151 272 1234 or email us as feedback@mdpsupplies.co.uk. We will reply to all comments made.

Privacy
All information that is gathered by this website either passive or by request will be kept within the MDP Supplies group of companies. It is company policy to adhere to the Data Protection Act. We do not store any financial information provided by clients. For full details on our privacy policy please click here.

Calls may be recorded for training and quality purposes.

Resolving Issues
For us customer service is our top priority and we want to assist you as much as possible. Occasionally things can go wrong, for example a courier can lose a parcel or an item can get missed out of an order, and when this does happen please call us and we will do everything appropriate to get the issue sorted as quickly as possible.

Please don't take your frustrations out on our staff by giving them a torrent of abuse or by making unrealistic demands. We won't put a replacement £50 order in a taxi for 100 miles, we won't pay £2000 in compensation because a £100 order didn't arrive on the correct day due to a courier miss-sort. If a customer is abusive we will simply cancel the order and refund if the goods have not been received. We do not pay compensation for any consequential loss under any circumstances.

General
MDP Supplies is a trading name of Mulberry Web Limited. Mulberry Web Limited is registered as a limited company in England and Wales, registration number 4101904.

VAT registration number: GB-United Kingdom: GB768000048

Copyright
All content, including text, product descriptions and product photography are copyright MDP Supplies 2023. The MDP Supplies logo is a registered trademark. No part of this website may be used without the prior written consent of the senior management of MDP Supplies. Any copying of information without prior consent will be dealt with through legal channels. If you wish to request permission please email info@mdpsupplies.co.uk.