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Specialist Suppliers to Film, Theatre, T.V. Living History and Re-Enactors

 

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RETURNS

The reasons you can return any product are as follows:

1) The product is faulty and is within 28 days of delivery for replacement ONLY.
2) The product is unopened and within 7 days of delivery for refund or replacement.

Any items which are older than 28 days CANNOT be returned and are out of warranty.

You MUST ensure that you keep your invoice/Invoice ID as proof of your purchase from us. Without this information, your item may not be processed or the processing will be severely delayed.  

We will only accept returned products after prior contact with our customer service team via email at:  returns@mg-props.co.uk

Only once you have received the Official Returns Form from us can you return the item provided it is within the 28 days period from purchasing.

PLEASE NOTE: If you have not followed these steps and have not contacted our customer services team via the above methods and retrieved a returns form then you will not be able to return your item.

If you do return your item without the relevant Official Returns form and the correct and corresponding order ID/Invoice ID, then your item will be returned to you at YOUR OWN cost. We do not process any returned items without the correct completed form and or return number in any circumstances.

If the returns form is not fully completed and signed, then your returned item will be returned to you at your own cost.

Delivery cost and your return cost will not be refunded.  There is a 15% re-stocking fee.

There are no exceptions to these terms whatsoever

The product is unopened and within 7 days of delivery for refund or replacement.

We supply a 7 day money back guarantee on unused, sealed and re-saleable items with all manuals and accessories from the date you received your goods. Return postage for unwanted items is at your expense.

If you receive a item you are not satisfied with or wish to return it back it must be returned back to us within 7 days of you receiving it.  Extra time allowed for public holidays.

Please contact us first about your return before sending it back (we will give you a returns number and return address).

The goods must be returned in same condition, new and unused condition to warrant a refund.
Your returned items must be complete and in 'as new' condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The items must not have been used in any way and should be returned with the original box and packaging, along with all accessories you received with it complete in their sealed packaging. All PFC caps must be returned (unused), Any free PFC caps received must also be returned unused.

Incorrectly Sent Items

If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as new condition.

It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence does happens. If this is the case for you then please contact us to let us know what has happened and return the item as soon as possible. We will not dispatch replacements to you without the incorrectly sent item being returned to us. This is to protect ourselves and our customers from prices increases.

Refund Policy

We will refund in accordance with the returns policy shown above. We will not issue refunds once the packaging has been opened, unless they are faulty.

REFUNDS
You can return items for refund for the following reasons ONLY:

Only items fitting these conditions can be returned for a refund.

  1. The item is in new condition and is unopened/unused condition.

Any refunds will be issued to the payment method which was used to purchase the item. We will NOT issue refunds to any other card or PayPal account than that of the initially purchaser.

We will not refund delivery costs on items which are returned due to your own error in purchasing.

Delivery charges (returns)

Shipping and packaging charges for returning merchandise will not be borne by us, unless prior authorisation has been obtained. We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. Any charges incurred by us may result in being billed back to sender unless other prior arrangements were made.

Delayed Delivery

If items are lost or damaged on their way to you, we must await confirmation from the courier or postal service used that the parcel was lost or damaged before we can resend items. Placing a claim to have the value of the item refunded can take between 15 and 30 days. We require written confirmation from the customer before any claim can be processed. Please wait 15 working days before contacting us, also checking with your local Royal Mail sorting office to see whether they are holding the parcel for you. The best way of doing this is to send us an email outlining your order number along with your name and the delivery address.  In some cases we will not be able to despatch a replacement until this claim is complete.

Damaged Goods

It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please email us on immediately. Save all packaging material and paperwork and do not throw anything away! On some occasions the couriers may ask to see any damaged packaging

WHAT IF WE NEED TO RETURN THE PRODUCT BACK TO YOU?

If your returned product is found to be 1) NOT FAULTY, or 2) if it is not in 'New' unopened condition, then we will return the item to you at YOUR OWN COST. This means you either arrange courier collection of the item or we send the item back to you at your own cost through our own means.

If the item is not faulty, we will not issue a refund to you.
If you are returning a new unopened item for a refund and it arrives and is open and used, we will NOT issue a refund and the item will be returned back to you at your OWN cost.

Any items which are not collected will become our property after 60 days and will be disposed of accordingly.

We hope you will be pleased with your purchase. As per the EU Distance Selling Directive, you are entitled to return ordered goods within 7 days of receipt if you change your mind. The returned goods must be unopened and unused and in the same condition as when dispatched by MG-Props.


If you wish to return goods under these circumstances you must email immedietly to say which item you wish to return, and to provide your name and order number. When returning goods we recommend that you obtain proof of postage. The return postage cost will not be refunded where the goods are unwanted or the customer has changed their mind.

None European Union, E.U deliveries/shipments :  Will I have to pay customs fees on my order?

All deliveries within the E.U. will not incur additional shipping cost or be levied tax, duty, processing fees. 

Deliveries OUTSIDE the E.U may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. Unfortunately, MG-Props has no control over these fees. Please contact your local customs office for more information.  You are responsible for your import and paying any fees associated with the import.  Please also allow extra time for none E.U. deliveries.  i.e custom clearance procedure.

The shipping charges you pay to MG-Props only cover shipping cost, and do NOT include customs fees, import taxes, brokerage fees, or duties. If payment of additional fees is refused at the time of delivery, the shipment will be returned to us. At that point, we can refund your purchase price, not including shipping costs

Privacy statement

We respect your privacy!
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned!
Any information you give us will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions, please feel free to email us.

Cookies

We use cookies on this website to collect standard internet log information and details of our visitors behaviour patterns.  This is so we can obtain statistics of the number of visits and the popular parts of the site.  This way we can improve our web content and always be on trend with what our customers want.  We don't use this information for anything other then our own analysis.

Cookies are used for collecting non-personal user information from the site. Our website does not collect any information about you except that required for system administration of the website.

Cookies are pieces of data created when you visit a site, and contain a unique, anonymous number. They are stored in the cookie directory of your hard drive, and do not expire at the end of your session. Cookies do not contain any personal information about you and cannot be used to identify an individual user. If you choose not to accept the cookie, this will not affect your access to the majority of facilities available on our website.

Although your browser may be set up to allow the creation of cookies, you can specify that you be prompted before a site puts a cookie on your hard disk, so that you can decide whether to allow or disallow the cookie. Alternatively, you can set your computer not to accept any cookie.

Can I control or delete Cookies?

All recent versions of popular browsers (such as Internet Explorer, Google Chrome or Mozilla Firefox) allow you to control cookies.  Typically, you can set your browser to accept or reject all, or certain cookies.  You might, for example, be happy to accept a cookie that allows you to log in to a website, but prefer to reject any which are used to build a profile of your internet usage.  You should also be able to set your browser to prompt you each time a cookie is offered.

Please be aware that restricting cookies may impact on the functionality of this website.

For more detailed instructions on how to control or delete cookies on different browsers, please visit http://www.aboutcookies.org/

Our business address:  MG-Props, Brook House, 54A Cowley Mill Road, Uxbridge, Middlesex, UB8 2QE.

Email: hello@mg-props.co.uk

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