Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for any reason. If 30 days have passed since your purchase, we regret to inform you that we cannot provide a refund or exchange.
You, the customer are responsible for the cost and safe return of the goods. We recommend that goods are returned by Recorded Delivery to ensure signed receipt. Please note that we are not liable for any items lost in transit during the return process.
To be eligible for a return, your item must be in the same condition that you received it, unused and ideally in its original packaging. You’ll also need the receipt or proof of purchase.
If you return your product to us unused and in its complete original packaging, allowing us to resell it as 'new,' you will receive a full refund for the product’s price, we’ll also refund you any standard delivery charge you originally paid. You are welcome to unpack the item for inspection, similar to how you would in a store, but please handle it with care until you decide to keep it. If the product has been used or handled beyond what is reasonably necessary for inspection, we may not be able to resell it as 'new.' In such cases, if the product's value is diminished due to your actions, we may issue only a partial refund or charge you for the decrease in value. If the item has been fully used, we cannot accept a return unless it is faulty.
This does not affect your statutory rights.
Once we receive and inspect your return, we will notify you via email that your item has been received for inspection and your refund will be processed, a refund will automatically be applied to your credit card or original payment method.
Please do not send your purchase back to the manufacturer.
To start a return, you can contact us at info@mkfloortec.co.uk
All returns should be sent to the following address:
M.K. Floortec Services Ltd
199-201 Middlewood Rd, Hillsborough,
Sheffield S6 4HD, United Kingdom
Important Information & Time Constraints
It is crucial to record any transit damage, shortages, or incorrect items on the delivery note at the time of delivery. Please take a moment to thoroughly inspect your goods for any cosmetic issues, incorrect items, missing parts, or other concerns as soon as you receive them. If you discover any problems after delivery, you must reach out to us within three days, providing detailed information so we can take the necessary steps.
You can always contact us for any return questions at info@mkfloortec.co.uk
Damaged Goods
In the event that you receive items in a damaged state, please record this on the dispatch note. It's essential to inform us via email or letter within three days of receiving the goods. If your item arrives with damaged packaging then you must sign for the consignment as DAMAGED, otherwise, we may be unable to process your claim in the unlikely event that the item within is damaged.
Incorrect Goods / Wrong Quantity of Goods
It is your responsibility to verify that you have signed for the correct number of items upon delivery. You should also confirm that the goods received match your order at the time of delivery. If you discover that you have received incorrect items or an incorrect quantity, please note this on the dispatch note and inform us via email or letter within three days of receiving the goods. Please remember: Do not use any item that is damaged, as this will be considered acceptance of the goods, making the item non-returnable.
For more information, please review our Shipping policy.
Faulty Items
If you discover that your product is faulty within 30 days after use—indicating it has issues that hinder basic operation (this excludes any superficial or cosmetic damages, such as scratches or dents)—please reach out to us as soon as possible. We will arrange for a replacement to be delivered to you, and we will collect the faulty item, typically at the same time. A £30.00 security deposit will be required before we dispatch the replacement unit. Once our in-house engineers confirm the item is indeed faulty, we will process a full refund of the £30.00 deposit. However, if the item is not in its original packaging, if any accessories or components are missing, or if it is found not to be faulty, we will retain the £30.00 payment.
If a machine is purchased without advice from our sales department & the problem is static the machine is NOT returnable.
For items that become faulty after being used for more than 30 days, we will coordinate repairs. There will be a £30.00 charge for the collection and re-delivery of the unit, but any necessary repairs will be performed free of charge, as long as the fault is covered by the warranty terms.
For more information, please review our Warranty information.
Please be advised that we WILL NOT accept returns of used hazardous vacuum cleaners (H-Class), floor care equipment such as floor machines, scrubber dryers, sweepers, or robotic equipment unless the equipment was demonstrated either by us or by the manufacturer in coordination with our team.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refund Timescale
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us via email: info@mkfloortec.co.uk.
Late or Missing Refund
If you have not yet received your refund, first check your bank account again. Next, contact your credit card company, as it may take some time for your refund to transfer. Then, reach out to your bank, as there is often a processing time before a refund appears. If you have done all of this and still have not received your refund, please contact us via email: info@mkfloortec.co.uk.
Sale Items
Only items at regular price are eligible for refunds; sale items cannot be refunded.
Contact
Questions about our Return and refund policy should be sent to us at info@mkfloortec.co.uk.
Our contact information is posted below:
- Email: info@mkfloortec.co.uk
- Phone: +44 114 232 6394
- Address: 199-201 Middlewood Rd, Hillsborough,
Sheffield S6 4HD, United Kingdom - Business Hours: Monday to Friday 9am - 5pm
- Company Number: 07424230
