Terms & Conditions

The supply of goods and services by Merchant City Distributors Limited are subject to the Terms and Conditions set out below

** If you are an individual acting for purposes that are wholly or mainly outside your trade, business, craft or profession (a “consumer”), nothing in these Terms and Conditions prevents or restricts you from exercising your rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013**

  1. All goods purchased from Merchant City Distributors Limited’s scratch and dent shop (“MCDL” or “us” or “we”) can be fully refunded or changed up to 24 hours before the delivery or installation date, with no additional costs. No refunds will be offered by us beyond this point unless the goods are found to be faulty and a suitable replacement cannot be provided. This paragraph is subject to your cancellation rights (as per the ‘Notice of the Right to Cancel’ below) if you are a consumer.
  2. Once the goods have been delivered, inspected for quality, accepted and signed for by you, they cannot be returned (subject to a consumer’s cancellation rights (as per the ‘Notice of the Right to Cancel’ below)). We will not be liable for any cosmetic defects found beyond this point and any operational faults should be reported to the manufacturer. We will not be liable for any defects which we have specifically and clearly drawn your attention to prior to purchase. Where you wish to return goods to us after acceptance of delivery and the goods are not faulty, we will only accept the return of said goods where they are still in the condition they were delivered to you in (including in undamaged original packaging).
  3. Where the goods are found to be faulty at the time of installation, and we are providing the installation services, the goods will be automatically returned at the point of installation and a replacement will be offered. Where a suitable replacement cannot be offered, a full refund will be issued to you. This will be carried out within a 7-day period.
  4. All goods purchased from us are covered by a Manufacturers Guarantee, which must be activated by you at the point of delivery. Please see the Manufacturers Terms and Conditions for more information on activating your guarantee.
  5. Where the goods have been found to be faulty, the manufacturer must be given the right to inspect and repair the goods within the guarantee period (N.B. please refer to the Manufacturer’s Guarantee for further information on the ‘guarantee period’). If the goods have become faulty within the first 28 days of receipt of the goods, you may be entitled to a full refund but only once the manufacturer has confirmed the goods are faulty beyond economical repair. Please note that this paragraph does not restrict your rights as a consumer (under the Consumer Rights Act 2015), to have the faulty goods replaced by us.
  6. If we are only delivering the goods and any opportunity to inspect has not been taken and any cosmetic defect is found on opening them, this must be reported to us within 24 hours of receipt of the goods. In this instance, a replacement will be offered or a full refund will be issued to you. All goods purchased online from MCDL scratch and dent shop are sold pursuant to the specification and description of the goods as featured and provided at the point of purchase. Where any other cosmetic defects are found upon inspection of the goods after delivery has taken place, you must report such defect to us within 24 hours of receipt of such delivery.
  7. If you are arranging your own engineer to install the goods, and the goods are found to be mechanically or electrically faulty at the point of installation, the defect must be reported to the manufacturer. Please note that you must prove that all goods were connected by a qualified/competent person or your statutory rights will be affected. For the purpose of this clause, a competent person is someone who has sufficient training and experience or knowledge and other qualities that allow them to assist you properly in relation to installing the goods.
  8. Before delivery or installation of the goods, a phone survey will take place to carry out an in-depth evaluation regarding access and egress, and existing service media (N.B. service media includes, but is not limited to, electrical sockets, wiring, drains, and water pipes). At this time, a date will be agreed for delivery and/or installation. Where you are unavailable for a phone survey and we have been unable to carry out the necessary evaluation, we will not be liable for any delays in delivery or installation of the goods. It is your duty to ensure that the goods ordered are the right size, specification and feature set that you require
  9. Delivery and installation services carried out by us can be cancelled up to 24 hours before the scheduled date with no charge applied.
  10. Subject to paragraph 5, MCDL engineer visits are provided with a minimum call out and agreed instalment charge and are completely non-refundable once the engineer has attended. Should an additional visit be required, due to cancellation within the 24 hour period, then there will be a full charge applied for the revisit. For further information on the aforementioned charges, please contact MCDL by telephone on 01355 266683 or email at sales@mcduk.co.uk.
  11. You must check that the goods you are purchasing are suitable for the area and service media provided within your home. No liability will be held by us at the point of delivery and/or installation for unsuitable or unwanted goods. No refund will be offered for unsuitable or unwanted goods nor will the delivery and/or installation costs be refunded beyond that point.
  12. All goods being installed must be connected to existing service media only. Goods must be installed in accordance with the Manufacturers’ Instruction Book and British Standards (BS) publications. Goods cannot be installed to existing service media which do not comply with them. No additional works can or will be offered at the time of installation to rectify insufficient service media.
  13. In the event that the service media within your property cannot connect to the goods, you may need to appoint a further contractor to amend the service media so that it fits/complies with the goods. We accept no liability for any costs incurred in this instance. If you require a further visit to complete the installation at that point, then the original instalment charge will be applied.
  14. In the event that we incur any necessary and unexpected costs in the delivery or installation of the goods, you agree to be liable for such costs.