Mersey MDF, Plas & Ply make every effort to ensure your purchase gets to you as quickly, safely and cost-effectively as possible. Please note, however, that the delivery of your order may be restricted depending on the size, weight and chosen destination of the package. Other factors such as weather and mechanical difficulties can also result in later deliveries. If the delivery address is different to the billing address, then we may have to run further checks to ensure your credit card security, this may result in longer delivery times.

Orders can be delivered to either business or residential addresses.  It is customary for the dispatch companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however, this may not always be the case. Mersey MDF, Plas & Ply cannot take responsibility if a notification card is not left in any instance.

The delivery company will contact you directly by email and/or text message with the anticipated delivery date and time. This will also include tracking information.

Delivery charges and times

 We try to keep our delivery costs as straightforward and cost-effective as possible while still offering a great service.

Postage is determined by the weight and size of the order and is set by the courier companies.

Made-to-measure and bespoke items

Made-to-Measure and Bespoke items carry a 10-working day manufacturing lead time. Working days are defined as Monday to Saturday and exclude Sundays and all Bank Holidays. UK delivery is 2 to 5 days* upon completion of your order and collection by the courier.

*Timescales may extend for the Isle of Wight & Scilly Isles, Scottish Highlands, Southern Ireland and the Isle of Man, Orkney & Shetland Islands, and the Channel Islands.

If you require any further information about ordering online and delivery information, then please contact us via email to info@merseympp.co.uk

Stock item orders including samples (dependent on stock levels)

UK delivery in 2 to 3 days*.

Returns

All returns must be agreed with Mersey MDF, Plas & Ply in writing via email to info@merseympp.co.uk.

Returns are not accepted on made to order/made to measure items. This includes, but is not limited to, our standard sized kitchen doors, made to measure kitchen doors, made to measure wardrobe doors, plinths/kickboards, and shelves. See below for policy regarding loss/damage.

We offer a strict 14-day return policy for online purchases of full-priced items. For all returns, you will be required to send the products back to us (at our warehouse). Postage costs are to be covered by the customer. We are unable to fulfil exchanges, we would ask you to return your items within the returns period for a full refund and repurchase them at your convenience.

• You must report all damages to us within 48 hours of delivery/receipt. Damages should be reported via email to info@merseympp.co.uk.
• Ensure you return your item(s) within 14 days (where applicable) of receiving them. The goods must be returned unused, in their original, undamaged packaging.
• We strongly advise that you keep hold of any tracking number that your chosen return courier gives you. We regret we cannot be held responsible for the non-delivery of returned goods.

Returns address

Mersey MDF, Plas & Ply
Customer Returns
6-9 Bridle Way
Liverpool
Merseyside
L30 4UA

Refunds

 PLEASE NOTE: you will receive your refund credit within 10 working days of the item(s) being received back at our warehouse.

• We can only issue refunds on items that are shipped back to us within 14 days of receipt.
• All successfully returned items will only be credited to the account used to originally purchase the items(s). We are also unable to refund any shipping charges.
• Please note that we are unable to refund any duty paid on the items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.
• Note we CAN NOT offer refunds or exchanges on items that have been made to your requested specifications/measurements. This includes all bespoke, personalised, and made-to-measure items.

Made-to-measure, special order and bespoke items

Please note we cannot offer refunds or exchanges on items that have been made to your requested specifications/measurements. This includes all bespoke, personalised, and made-to-measure items.

• Special order items are classed as any product ordered on the customer’s behalf that are non-stock items.

Sale items

 We can only issue refunds on items that are shipped back to us within 14- days of receipt.

• This does not apply to faulty or incorrectly supplied products where your statutory rights are unaffected.

Lost, damaged or faulty products

Mersey MDF, Plas & Ply manufacture products to the highest standard. Prior to dispatching your order via courier, we package all products to protect them during their onward journey and to prevent potential damage.

• If your product(s) arrived damaged due to mishandling by the courier during transport, you must contact us within 48 hours of receiving your order. We will look to refund, repair, or replace the item(s) for you.
• Please allow 2-3 days for delivery from when the courier contacts you with your delivery date and time. If you have not received your item by the specified time, please contact us at info@merseympp.co.uk and advise us.
• If your product is faulty, please contact us. We will look to refund, repair, or replace the item(s) for you.