Returns & Disputes

This Returns & Buyer Dispute Policy sits under our Terms of Sale. UK consumers keep rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Support: support@mprimo.com.

1. How to start a return or dispute

1. Email support@mprimo.com within the timelines below with your order number, the item, photos (if it is damaged or wrong), and what you want (refund, replacement, or repair).
2. Use any in-account “Return / Dispute” button if it is available.
3. Do not return goods until we (or the seller) confirm the return address and authorisation code.

2. Change-of-mind returns (most UK consumer distance sales)

• You usually have 14 days from delivery to cancel, then 14 days to send the goods back.
• Items must be unused and in original packaging where that is reasonable.
• Exceptions (examples): sealed hygiene goods once unsealed; personalised items; perishables; digital content you started after agreeing to waive the cooling-off period.
• Return postage: you pay, unless the item is faulty or not as described.

3. Faulty, damaged, or not as described

• Tell us as soon as possible (ideally within 30 days of delivery for the fastest short-term reject pathway).
• Provide clear photos of the issue and of the packaging if you suspect transit damage.
• For UK consumers, Consumer Rights Act remedies may include reject, repair, replace, price reduction, or refund, as the law provides.
• We will tell you whether MPrimo or the third-party seller is handling fulfilment.

4. International and customs

• Delays at customs are common on Africa, China, US, and UK and EU routes. Tracking updates may pause during clearance.
• Import duties and taxes shown as buyer-responsible at checkout remain your responsibility unless the listing said otherwise.
• If a parcel is seized for prohibited contents, refunds follow our investigation and the carrier’s rules.

5. Buyer dispute steps (marketplace)

Buyers can open a dispute within 48 hours after delivery. Payouts are released 48 hours after delivery. If a dispute was opened in that window, the payout stays held until the dispute is resolved. We may freeze seller payouts while a dispute is open, where our payment tools allow. The 14-day cancellation right for consumers is separate from this payout window.

6. Refund timing

Approved refunds go back to the original payment method after we receive the return, or after we confirm non-delivery. That is typically within 14 days of that confirmation. Card networks may take longer to show the refund on your statement.

7. Contact

MPRIMO TECH LTD · company number 16872398 · Registered in England and Wales. Registered office as filed at Companies House.
support@mprimo.com
+44 7876 343323