Return Policy

Return & Refund Policy

Thank you for shopping at Mastertrade Supplies. If you are not entirely satisfied with your purchase, we're here to help.

Unwanted Goods

Unwanted goods may be returned within 14 calendar days from the date of delivery. The return shipping cost is payable by you. To return unwanted goods, please follow these steps:

1. Obtain a returns number by emailing us at websales@mastertrade.co.uk or use the RMA System on your account dashboard or Guest RMA at bottom of website.
2. Complete the returns form, including the returns number.
3. Send the completed form and the goods back to us.

Please note that if you send a return to us without a returns form and returns number, you will incur a £10.00 administration fee to cover the extra work and time to process your return.

Damaged or Faulty Goods

If you receive damaged goods, you must report this to us within 24 hours of delivery. For faulty goods, please contact us as soon as possible. Returns for damaged or faulty goods must include a completed returns form.

Steps to return damaged or faulty goods:

1. Contact our support team at websales@mastertrade.co.uk to report the damage or fault and to obtain a returns number.
2. Complete the returns form, including the returns number.
3. Send the completed form and the goods back to us.

If you send a return without a returns form and returns number, you will incur a £10.00 administration fee.

Returns Policy - Faulty Goods

We will refund the cost of the goods and the original delivery charge. Contact us at websales@mastertrade.co.uk to arrange for the goods to be collected. All returned items are tested; if the item is found not to be faulty, only the product value will be refunded, and the cost of delivery and collection will not be refunded. For large pallet deliveries, please be aware that the costs will be considerably higher than standard delivery charges.

Checking Goods for Damage and Notifying Us

• For small item deliveries, notify us of any damage within 7 days of delivery. If we are not notified within 7 days, we cannot claim from the manufacturer or the carrier.
• For bulky deliveries that arrive on pallets, check the goods for damage before signing the driver’s delivery note. If someone else signs for the goods on your behalf, you must advise them to check the goods. You accept full responsibility for any loss or damage if they sign on your behalf and fail to check the goods.

Returns Policy - Changed Your Mind?

If you change your mind about the product, you can inform us within 14 days of delivery that you would like to return the item for a refund. Please ensure that returned goods reach us in a good, saleable condition. Note that if you write our address on the product packaging, the product will no longer be in saleable condition, and you will not be refunded.

Returned goods should be well-packed and sent to:

Website Returns
Mastertrade Supplies LTD

Unit 1 Navigation Point, 

Golds Hill Way,

Tipton,

West Midlands,

DY4 0PY

Contact Us

If you have any questions about how to return your item to us, please contact our customer service team at websales@mastertrade.co.uk