Returns & Refunds Policy
Last updated on 29 July 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.
1. What this policy covers
This policy applies to card readers, terminals, tablets, stands, printers and accessories purchased outright from MOBILE PAY LTD (company number 15999241).
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.