Returns & Refunds Policy
Last updated on 21 August 2026
This policy explains how returns, cancellations and refunds work when you buy physical hardware directly from MobilePayments through mobilepayments.co.uk for delivery in the United Kingdom.
For dispatch, delivery estimates, tracking and address restrictions, read our Shipping & Delivery Policy.
1. What this policy covers
This policy applies to card readers, terminals, tablets, stands, printers, cash drawers, barcode scanners and accessories purchased outright from MOBILE PAY LTD (company number 15999241). MOBILE PAY LTD remains your seller and customer contact whether an order is dispatched by Stripe’s distribution partner or another supplier.
It does not apply to the MobilePayments app, payment processing, transaction fees, subscriptions or other digital services. Equipment supplied free of charge, on loan or under a lease remains governed by the applicable service agreement.
2. Change-of-mind returns
You may request a change-of-mind return within 14 days after your hardware is delivered. After telling us, you have a further 14 days to send the item back.
We offer this 14-day return window for eligible hardware orders, including business purchases. Any consumer rights that cannot legally be excluded remain unaffected.
3. Return condition
Change-of-mind returns must be:
Complete, with all supplied cables, accessories, manuals and promotional items.
In the original packaging where reasonably possible.
Unused except for the reasonable inspection needed to check the item, as you would in a shop.
Securely packaged so it is not damaged in transit.
Where the law permits, we may reduce a refund to reflect loss in value caused by handling beyond reasonable inspection. This does not affect your rights where hardware is faulty, misdescribed or not fit for purpose.
4. How to start a return
Email support@mobilepayments.co.uk with your order number, the item you want to return and your contact details. A reason is helpful but not required for a change-of-mind return.
We will send you return authorisation instructions and the correct UK returns address. Returns are accepted by post or courier only. Please do not send hardware to a registered office or another address unless our support team has instructed you to do so.
5. Return postage and fees
Change of mind: you are responsible for return postage. We recommend a tracked and insured service.
Faulty, damaged or incorrect item: MobilePayments will arrange or reimburse reasonable return postage.
Restocking fee: we do not charge one.
Original delivery: we refund standard outbound delivery where required by law. Any extra cost for premium or expedited delivery is not refundable.
6. Refunds
Eligible refunds are sent to the original payment method. We will issue the refund within 14 days after we receive the returned hardware or, where applicable, after you provide acceptable evidence that it has been sent back.
Your bank or payment provider may take up to 10 working days to show the refund after it is issued. We do not offer direct exchanges; return eligible hardware for a refund and place a new order for the replacement item.
7. Faulty, damaged or incorrect hardware
Contact us as soon as possible if hardware arrives damaged, is faulty, is not as described or is not what you ordered. We may ask for photographs, serial numbers or basic diagnostic information so we can resolve the issue quickly.
Depending on the circumstances and your legal rights, we will offer a repair, replacement or refund. Consumers may have a 30-day short-term right to reject faulty goods and further rights to repair or replacement under the Consumer Rights Act 2015.
8. Cancelling before dispatch
Contact us immediately if you want to cancel before dispatch. If the order has not shipped, we will cancel it and issue a full refund. If it has already shipped, follow the return process above.
9. Items not eligible for a change-of-mind return
Digital services, app access, subscriptions, transaction fees and payment processing charges.
Bespoke or personalised hardware made specifically for you.
Hardware that is incomplete, damaged or used beyond reasonable inspection, except where it is faulty.
Free, loaned or leased equipment, which must be handled under the applicable service agreement.
10. Contact us
For a return, cancellation or refund query, contact:
This policy is provided by MOBILE PAY LTD. It does not limit any statutory or contractual right that cannot lawfully be excluded.
Shipping & Delivery
Last updated on 21 August 2026
This policy explains how physical hardware orders placed through mobilepayments.co.uk are fulfilled and delivered in the United Kingdom. It distinguishes Stripe-fulfilled card machines from other hardware and accessories.
1. What this policy covers
This policy applies to card readers, terminals, tablets, stands, printers, cash drawers, barcode scanners and accessories purchased outright from MOBILE PAY LTD (company number 15999241). It does not apply to app access, payment processing, transaction fees, subscriptions or other digital services.
Only products shown as available can be ordered and dispatched. Card Reader Pro and Smart Terminal are currently marked Coming soon and are not available for dispatch.
2. Free standard delivery
Standard delivery is free for eligible UK hardware orders unless a product page or checkout clearly states otherwise. Premium or expedited delivery is only available when it is expressly offered before you place the order.
3. Card-machine fulfilment
Once payment has cleared, we submit available card-machine orders to our fulfilment partner. Merchant-account approval is separate and is required before payment services can be activated, but it does not delay hardware dispatch. Dispatch remains subject to stock and fulfilment processing. An order acknowledgement does not mean that the order has shipped.
4. Stripe order cut-off
Stripe publishes an 11:00am Central European Time order cut-off for eligible Great Britain Terminal hardware orders. This is an order-processing cut-off, not a guarantee of same-day dispatch, and MobilePayments does not promise same-day dispatch.
5. Delivery estimates
For eligible Great Britain Card Reader orders, the delivery method and estimated dates available for the selected address are shown at checkout before payment. Where checkout shows 1–3 business days, that is an estimate for the selected address and method, not a guaranteed delivery time. Shipping methods and estimated dates can change.
We treat a card-machine order as dispatched when our fulfilment partner marks it Shipped and tracking becomes available. We do not advertise a fixed one-day, next-day or two-day delivery promise.
6. Delivery addresses
Stripe-fulfilled card machines must be delivered to an eligible physical UK address. They cannot be delivered to PO boxes, Jersey, Guernsey or the Isle of Man. Please check that the delivery address is complete and accurate before ordering.
7. Tracking and signatures
We provide tracking details when Stripe’s distribution partner makes them available. Stripe requires a signature for Great Britain hardware orders over £400, so someone may need to be present at the delivery address.
8. Delays, shortages and cancellations
Inventory shortages, address problems, carrier delays or events outside our control can change the dispatch or delivery estimate. If we learn of a material delay or cancellation, we will contact you using the details supplied with the order. Contact us promptly if you want to cancel before dispatch.
9. Other hardware and accessories
Tablets, stands, printers, cash drawers, barcode scanners and other accessories may be fulfilled by a supplier other than Stripe, so Stripe’s card-machine cut-off does not apply to them. If you need non-card-machine hardware by a specific date, contact us before ordering and we will confirm the current supplier estimate. No delivery date is guaranteed unless we agree it with you in writing.
10. Contact us
For a delivery or tracking query, email support@mobilepayments.co.uk with your order number and delivery postcode.
For cancellations, returns and refunds, read our Returns & Refunds Policy.