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Refunds and Cancellations

Whilst we are sure that you will be delighted with the service you receive from Mark 5, we understand that from time to time you may need to cancel your order and/or return goods to us.

Order Cancellation 

In the unlikely event that you need to cancel your order:

   as an individual consumer (non-business customer) you may cancel your order with us in writing at any time up to seven working days after your goods arrive. Please return the goods to us unused, in their original packaging and with their full documentation, and at your own cost.  Any amount debited from your credit card will then be re-credited within 30 days of your order.

  as a business customer you may cancel your order at any time in writing however you will be charged the full invoice price plus a 25% cancellation fee.  In the event that we agree in writing that goods can be returned then a handling charge of 25% of the invoice price will be payable.  Goods must be returned to us unused, in their original packaging and with their full documentation, and at your cost.

Faulty or Damaged Goods

In the unlikely event that you receive faulty or damaged goods, an incorrect quantity of a particular item or you do not receive something you have ordered from us at all:
 

  as an individual consumer (non-business customer) you must write to us within ten working days of delivery. If goods you have ordered do not arrive within 30 days you must write to us within 40 days of the date of your order. We will endeavour to replace any goods we confirm as faulty, ship out any missing quantities or items, or refund you your money.

  as a business customer you must write to us to obtain written permission to return any faulty or damaged goods. They must be unused, in their original packaging and with their full documentation, and returned at your cost. We reserve the right to charge a handling fee and will endeavour to put right any short shipments or replace any items which we confirm as being faulty.

All cancellations and returns must be notified to us in writing, as follows:

By post to    Mark 5 Ltd

                    Customer Services Department

                    4a Fernwood House

                    45-47 London Road

                    Cowplain

                    Hampshire

                    PO8 8DH

                    England

By fax to    +44 (0)23 9261 8619

By email to  customerservices@mark5.com