Policies
Glossary of Terms
Administration Fee – a fee to cover the costs of handling returned goods (unpacking, checking, and returning to stock).
Non-Delivery – goods which have been dispatched and invoiced, but not received by the customer.
Special Order – goods not held in stock by MQL which are therefore ordered specifically at the customer’s request.
Working Day – means a day other than a Saturday, Sunday or bank or public holiday when banks generally are open for non-automated business in England.
Returns
All returns must be arranged by submitting a returns request on our website to obtain a Returns Merchandise Authorisation (RMA). This can be done by heading to our contact us page and filling in the ‘aftersales query’ form. Once an RMA has been created, the item(s) will need to be returned within 30 days from the date the RMA has been issued. Any item(s) returned without an RMA will cause processing delays and will incur an administration fee of £30 plus VAT. Please note, all fees are subject to change.
Delivery Damage
In the event of delivery damage, a return request will need to be submitted on our website within two working days of receipt of the delivery. The request must include photographs of the damaged item and its external packaging.
Delivery Shortage
In the event of a delivery shortage, a return request will need to be submitted within two working days of receipt of the delivery.
Non-Delivery of Invoiced Goods
In the event of non-delivery of goods, no claim will be considered unless MQL are notified in writing within five working days of the expected delivery date as set out on MQL’s invoice.
Incorrect Goods Received
All deliveries must be opened and inspected upon delivery. In the event that MQL have supplied items not consistent with the delivery note, a claim will need to be submitted within 28 days of receipt of the delivery.
Defective Items
If you believe you’ve received a defective product, please submit a returns request, and we’ll respond quickly with assistance. Please note that MQL is not the manufacturer of any goods supplied. On this basis, MQL does not provide any warranty or guarantee in respect of the quality of the goods.
In the event the manufacturer does deliver defective or non-conforming goods, MQL shall use reasonable endeavours to ensure that the manufacturer rectifies this in accordance with the terms of the manufacturer’s warranty.
Return Shipping
To ensure a successful return, all items need to be returned in perfect resalable condition, with all trade packaging and product documentation.
MQL will be responsible for paying all return shipping costs, and original shipping charges will be fully refunded if the return is a result of an error by MQL.
For any other reason, we will review the return request and notify you if the item is eligible for return. We reserve the right to apply an administration fee of £30 plus VAT, which will be deducted from any refund due to you.
Please note: MQL will not accept responsibility for loss or damage of returning goods during transit.
Special Order Goods
Special order goods are non-refundable under any circumstances.
Refunds
Once the returned item is received by MQL, we will inspect the goods and notify you of the outcome. If your return is approved, we will initiate a refund to your account (or original method of payment). You will receive the credit within 5 working days of receipt.
MQL | MIRIAD QUEST LEISURE TRADE PRIVACY POLICY
MQL is committed to preserving the privacy of all visitors to mql.co.uk. Please read the following privacy policy to understand how we use and protect the information that you provide to us. By registering or placing an order on this site, you consent to the collection, use and transfer of your information under the terms of this policy.
This policy includes:
- The personal information we collect.
- How we get the information and why we have it.
- How we store your personal information.
The type of personal information we collect:
We currently collect and process the following information which can identify you:
- Name and address.
- Telephone number.
- Email account detail(s).
- Records of transactions that you contract into with us for sales and purchases.
- Website user stats.
- Your IP address.
- Call recordings (excluding payment details), destroyed after 90 days.
How we get the personal information and why we have it:
Most of the personal information we process is provided to us directly by you for one of the following reasons:
- Information that you provide by filling in forms on our website or social media.
- Information supplied by you when opening an account.
- Telephone numbers from when you call us.
- Details of transactions by phone, email, face-to-face, or via the online portal.
- Details of your visits to our website.
- If you have opted in to receive marketing materials.
We also receive personal information indirectly, from the following sources in the following scenarios:
- Databases that we purchase.
- Information that you share as part of your public profile on a third-party social network.
We may use this information to:
- To sell and supply the products and services that you have requested.
- To enable delivery of goods to your address by a 3rd party.
- Ensure that our own financial records are in line with legal requirements.
- To send invoices to you.
- Contact you for product recalls.
- Provide customer service (completion is optional).
- Supply courier and transport companies to enable delivery or collection of goods.
3rd Parties:
We may share information with other companies within our group
In the event that we sell the business, your information may be disclosed to the prospective buyer or seller of the business.
If we are under a duty to disclose or share your personal information in order to comply with a legal obligation.
How we store your information:
All information is stored on our secure servers. Where we have given you a secure password to access your information, you are responsible for keeping the password confidential.
Recorded calls are destroyed after 90 days.
No payment details are included in the call recording.
Any information being transmitted via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee its security.
Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
- Your consent. You can remove your consent at any time. You can do this by contacting sales@mql.co.uk
- We have a contractual obligation.
- We have a legal obligation.
Your data protection rights:
Under data protection law, you have rights including:
- Your right of access – You have the right to ask us for copies of your personal information.
- Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
- Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
- Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
- Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
If you wish to make us a request, please contact us at:
Customer Service, MQL | Miriad Quest Leisure Ltd, 84 Dove Fields, Uttoxeter ST14 8HU
How to complain:
If you have any concerns about our use of your personal information, you can make a complaint to us at: sales@mql.co.uk
You can also complain to the ICO if you are unhappy with how we have used your data.
In the event that you do need to complain, we would like you to come to us first to enable us to try and resolve your concerns.
The ICO’s address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk