Shipping & Returns Policy
Last updated: 29 September 2026
This policy applies to consumer orders placed through the MM GOODS website. It explains our delivery, returns, cancellation and refund arrangements. Nothing in this policy affects your statutory rights.
1. Shipping and Dispatch
Delivery locations: We currently dispatch orders to addresses within the United Kingdom only.
Delivery charges: Available delivery options and any applicable delivery charges are shown at checkout. Free delivery is available on qualifying orders over £75.
Dispatch time: We normally dispatch orders within 1 working day after cleared payment, Monday to Friday, excluding bank and public holidays. Most orders are dispatched sooner where possible. Our normal dispatch timeframe is subject to stock availability and circumstances reasonably outside our control.
If we become aware of a material delay that means we cannot dispatch your order within our normal timeframe, we will use the contact details provided with your order to inform you as soon as reasonably possible. Where the order has not already been dispatched, you may choose to accept the revised timeframe or cancel the affected order for a full refund. If we are unable to supply an item, we may cancel the affected item or order and refund the amount paid for it.
Standard delivery: Smaller parcels are normally sent using a tracked delivery service, such as Royal Mail Tracked 48.
Larger parcels and remote locations: Depending on the parcel’s size, weight, destination, order time and carrier collection availability, we may use a next-working-day carrier service or another suitable tracked service. Parcelforce or another suitable carrier may be used for remote locations.
Carrier selection: We may select or change the carrier or delivery service where reasonably necessary for operational reasons. Carrier delivery timeframes are estimates unless a guaranteed delivery service has expressly been agreed with you.
Urgent orders: If you have an urgent delivery requirement, please contact us before placing your order. An expedited delivery service may be available at our discretion and subject to availability. We will confirm any additional charge and the available delivery service before you place your order. Carrier delivery timeframes are not guaranteed unless we expressly confirm a guaranteed delivery service.
Delivery deadline: Unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and no later than 30 days after the contract is made. Your statutory rights apply if we fail to deliver within an agreed or legally applicable delivery period.
2. Delivery Risk and Undelivered Orders
Goods remain at our risk until they come into your physical possession, or the physical possession of a person you have identified to receive them. If you independently commission a carrier that we did not name as a delivery option, the goods are at your risk from the point they are delivered to that carrier, in accordance with the applicable statutory rules.
If your order has not arrived within the expected delivery period, please contact us so that we can investigate with the carrier.
3. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. Where the order has not yet been dispatched, we will normally be able to cancel it and issue a refund. If your order has already been dispatched, this does not affect any statutory cancellation or return right available to you.
4. Our Voluntary 28-Day Returns Policy
In addition to your statutory rights, MM GOODS LTD allows eligible change-of-mind goods purchased online to be returned within 28 days after the day you receive them. This voluntary policy also applies to eligible goods bought at a discounted or sale price.
To use our voluntary 28-day returns policy, please contact us before returning the goods so that we can provide the correct return instructions and return address. The goods must be sent back to us within the 28-day return period. We recommend using an appropriate tracked service and retaining proof of posting so that the date of return can be established.
Where a return relies on this voluntary policy rather than a statutory cancellation or faulty-goods right, the goods must be eligible for return and should be unused, in their original condition and, where supplied sealed, remain sealed, with original packaging where reasonably applicable. The health and hygiene exclusions in section 7 also apply.
This voluntary 28-day returns policy does not replace or reduce your statutory rights. Where your statutory rights provide a different or longer applicable right or deadline, those statutory rights remain unaffected.
5. Your Statutory Change-of-Mind Cancellation Rights
For most goods purchased online, you have a statutory right to cancel your contract without giving a reason within 14 days after the day on which you receive the goods.
Where multiple goods ordered together are delivered on different days, the statutory cancellation period generally runs from the day after the last of those goods comes into your physical possession. Other statutory rules apply to goods delivered in multiple lots or regular deliveries.
To exercise your statutory cancellation right, you must clearly tell us that you wish to cancel within the applicable cancellation period. You may contact us using the details in section 12 or use the Model Cancellation Form at the end of this policy. You do not have to use the Model Cancellation Form.
After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after notifying us of the cancellation.
Please contact us before sending goods back so that we can provide the correct return address and any appropriate return guidance. This helps us identify and process your return and does not restrict or delay your statutory cancellation right.
6. Change-of-Mind Return Costs and Handling
Return postage: For a change-of-mind return, you are normally responsible for arranging and paying the direct cost of returning the goods. We recommend using an appropriate tracked service and retaining proof of posting. In some circumstances, MM GOODS LTD may choose to provide a prepaid return label at its discretion. Providing a prepaid label in one case does not create an obligation to provide one for other change-of-mind returns.
Reason for return: You do not have to provide a reason to exercise your statutory cancellation right. We may ask why you wish to return an item so that we can assist you and determine whether we are able to provide additional voluntary support.
Handling under statutory cancellation rights: You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. If their value is reduced because of handling beyond what is necessary for that purpose, we may make a deduction from the refund to the extent permitted by law.
7. Sealed Health and Hygiene Products
The statutory change-of-mind cancellation right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.
This may apply, for example, to certain sealed beauty or personal-care products where the statutory health-protection or hygiene conditions are satisfied. Where the exception applies, an item that has been unsealed after delivery cannot be returned merely because you have changed your mind.
This exception does not affect your statutory rights where goods are faulty, damaged, misdescribed, incorrectly supplied or otherwise do not conform to the contract.
8. Refunds for Change-of-Mind Returns
Returns accepted solely under our voluntary 28-day policy: Where a return is accepted solely under our voluntary 28-day policy and the statutory cancellation right no longer applies, we will refund the price paid for the eligible returned goods. We aim to process this refund within 14 days of receiving the goods back. The original delivery charge is not refundable under the voluntary policy unless we expressly agree otherwise or a statutory right requires it. Any statutory rights that apply to the return remain unaffected.
Statutory cancellation: Where you validly cancel the whole order under your statutory cancellation right, we will refund the payments due to you, including the applicable standard outbound delivery charge.
If you expressly selected a delivery service costing more than our least expensive standard delivery option, we are not required to refund the additional amount above the cost of that standard delivery option.
Where we have not offered to collect the goods, we may withhold reimbursement of a statutory cancellation until we receive the goods back or you provide evidence that you have sent the goods back, whichever happens first.
For a statutory cancellation, we will make the reimbursement without undue delay and, in any event, no later than 14 days after the earlier of:
- the day we receive the goods back; or
- the day you provide evidence that you have sent them back.
Statutory refunds will be made using the same means of payment used for the original transaction unless you expressly agree otherwise. We will not impose a fee for making a statutory refund.
Please note that once we have processed your refund, it may take a few additional working days for the funds to appear in your account, depending on your bank’s or card issuer’s own processing times. These external processing times are outside our control.
9. Faulty, Damaged, Misdescribed or Incorrect Goods
We are under a legal duty to supply goods that conform to the contract. Goods must, where applicable, be of satisfactory quality, fit for purpose and as described. These rights are separate from, and unaffected by, your change-of-mind rights.
Short-term right to reject: If goods do not conform to the contract, you may have a statutory short-term right to reject them and receive a full refund. This right generally lasts 30 days, subject to the applicable statutory conditions governing when the period begins and circumstances in which it may be affected. Where this statutory right to reject is exercised, MM GOODS LTD will bear reasonable costs of returning the rejected goods as required by law.
Repair or replacement: Where applicable, you may instead require repair or replacement. A statutory repair or replacement must be provided within a reasonable time, without significant inconvenience to you and at the trader’s necessary cost. The statutory rules contain exceptions where a particular remedy is impossible or disproportionate.
Price reduction or final right to reject: Where the applicable statutory conditions are satisfied, including circumstances specified by law following an unsuccessful repair or replacement, you may have a right to a price reduction or a final right to reject the goods.
First six months: Where goods fail to conform within the first six months after delivery, the law generally presumes that the lack of conformity existed at delivery unless MM GOODS LTD establishes otherwise, or unless that presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
10. Damaged Goods and Evidence
If goods arrive damaged, faulty, misdescribed or incorrectly supplied, please contact us as soon as reasonably possible so that we can investigate and provide the appropriate remedy.
For goods reported as damaged in transit, we will normally ask you to provide clear photographs showing:
- the affected product and damage;
- the complete outer packaging;
- internal packaging and protective materials;
- the shipping label with relevant delivery details visible; and
- any visible damage to the parcel or packaging.
Please retain the packaging while we investigate, where reasonably possible. This helps us establish what has happened and make any necessary carrier claim. If photographs or packaging are unavailable, please tell us when contacting us.
Providing photographs or retaining packaging is not a condition that removes or restricts your statutory consumer rights.
Where a return is required and MM GOODS LTD is responsible for the return cost, we will provide an appropriate prepaid return label or other return arrangement at no cost to you.
11. Complaints and Dispute Resolution
If you have a complaint about an order, product, delivery, return, refund or this policy, please contact us using the details in section 12. We will consider your complaint and try to resolve it as soon as reasonably possible.
Contacting us does not prevent you from exercising any statutory right or pursuing another remedy available to you.
Where MM GOODS LTD is required by legislation or contract to participate in an alternative dispute resolution (ADR) or other complaint-resolution arrangement, we will provide the information about that arrangement required by applicable law when we communicate the outcome of the complaint.
12. Contact Details
MM GOODS LTD
Unit 6D Duck Farm Court
Station Way West
Aylesbury
Buckinghamshire HP20 2SQ
United Kingdom
Telephone: +44 3333 391127
Email: info@mmgoods.co.uk
Company Registration Number (CRN): 12805295
VAT Number: GB 356152307
Please include your order number where available and sufficient information for us to identify the order and investigate your enquiry.
13. Statutory Rights
Nothing in this Shipping & Returns Policy excludes, restricts or otherwise affects any right or remedy you have under applicable consumer law.
This policy is intended to operate in accordance with applicable UK consumer law. If any provision of this policy is inconsistent with a statutory right or requirement that cannot lawfully be excluded or restricted, the applicable statutory right or requirement will apply.
If applicable consumer law changes after this policy is published, your rights under the law applicable to your contract will not be reduced by an outdated provision of this policy.
If you believe any part of this policy is unclear or inconsistent with your statutory rights, please contact us so that we can review the matter.
14. Model Cancellation Form
Complete and return this form only if you wish to cancel your contract. You do not have to use this form.
To:
MM GOODS LTD
Unit 6D Duck Farm Court
Station Way West
Aylesbury
Buckinghamshire HP20 2SQ
United Kingdom
Email: info@mmgoods.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ______________________________________________
Ordered on: ______________________________________________
Received on: ______________________________________________
Name of consumer(s): ______________________________________________
Address of consumer(s): ______________________________________________
Signature of consumer(s) (only if this form is notified on paper): ______________________________________________
Date: ______________________________________________