1. Overview
This policy applies to products bought from MXPH Pantry, operated by MX PLUMBING AND HEATING LIMITED. It sits alongside, and does not affect, your statutory consumer rights.
2. Return window
You may request a return within 14 days of receiving your order. To start a return, contact us at support@mxph.shop with your order reference before sending anything back.
3. Condition of returned items
To be eligible for a refund, items must be returned:
- unused and in their original, undamaged condition;
- with all parts, accessories and inserts included;
- in their original packaging where possible.
4. Hygiene & food-contact exclusions
Many of our products come into direct contact with food. For hygiene reasons, food-contact items can only be returned if they are unopened and unused. Once a food-contact item's seal or packaging has been opened, it cannot be returned unless it is faulty. This does not affect your rights in respect of faulty goods.
5. Damaged or faulty items
If your order arrives damaged or develops a fault, contact us within 48 hours of delivery for breakages, or as soon as you notice a fault. Please include your order reference and photographs. For items containing glass, our packaging is designed to protect against breakage; if a glass item arrives broken, we will arrange a replacement or full refund at no cost to you.
6. How to return an item
- Email support@mxph.shop with your order reference and reason.
- We confirm whether the item is eligible and provide return instructions.
- Pack the item securely and send it to the address we provide.
- Keep your proof of postage until your refund is processed.
7. Refunds
Once we receive and inspect your return, we will email you to confirm the outcome. Approved refunds are issued to your original payment method, normally within 5–10 business days of approval. The time it takes to appear on your statement depends on your bank or card issuer.
8. Return shipping costs
If the return is because of our error or a faulty item, we cover the return shipping cost. For change-of-mind returns, the cost of return shipping is the customer's responsibility. Original shipping charges are non-refundable except where an item is faulty or incorrect.
9. Contact
MX PLUMBING AND HEATING LIMITED
Livesey Spottiswood, 17 George Street, St Helens, Merseyside, WA10 1DB, United Kingdom
Email: support@mxph.shop
Phone: +44 7311548362