Frequently Asked Questions (FAQs)
How do I pay my invoices online?
- Log in to your account and navigate to My Account
- Scroll down to Invoices
- Select the invoice you wish to pay
- Click Pay Now
- Enter your payment details
How long does it take to open an account?
24 – 48 hours.
If your request is urgent, please visit our open an account page, submit your details and then call us on 01283 586060 for assistance.
How do I increase my credit limit?
You can request a credit limit increase on our website.
Just fill out the credit increase query form and submit your request.
How do I use the credit on my account?
Can I order directly with you if I’m not an account holder?
We are trade-only, but one of our friendly retailers will help you.
How can I obtain copy documents (invoices etc)?
You can find your documents in my account. Alternatively, please contact us for help.
When will I receive my order?
In-stock orders placed before 12pm on Monday – Friday will be delivered the next working day.
Can I collect my order?
Yes, please let us know by telephone or email if you would like to collect.
Alternatively, please choose the click and collect option online when placing your order.
Please allow 4 hours from the time you place your order before you collect.
If you need it urgently, call us first.
Can you deliver direct to my customer?
MQL offers drop-shipping for most items to mainland UK; delivery costs £20.
Call us to place a drop-shipping order.
What is your returns policy?
You can view our full return and refund policy here.
How do I redeem my MQL points?
Loyalty points can be redeemed on online orders only:
- During checkout, your available loyalty points will be displayed
- Enter the number of points you wish to apply in the designated field
- Select Apply Points
How do I collect MQL points?
When you hold an account with us, you will automatically earn one loyalty point for every £1 spent.
Each loyalty point is equivalent to £0.01.
Loyalty points are collected on online orders only.
Do you offer bulk buy discounts?
Yes, please contact our sales team for more information.
What details do I need to submit a claim?
- The details you need are:
- Make & model
- Serial number
- Date of purchase
- Customer name
- Product details (including fault)
- Images of the fault
Why do I have to fill in a returns request, even though I already have an RMA number?
When you submit a claim, you will receive a unique RMA number, which serves as a central document for each claim.
This is NOT authorisation for a return; it is an acknowledgement of receipt of your submission.
You will still need to complete a returns request to process a credit or collection.
At what point will I be expected to pay a warranty invoice?
You will never have to pay a warranty invoice, as long as you request a credit or collection of the faulty unit within 3 months of the invoice date.
Once we receive and approve a return request, we will usually credit the claim within 5 working days.
What happens if I don’t submit a returns request for the faulty unit within 3 months?
Unless MQL pre-authorises it, the invoice will become payable and be automatically applied to your account.
Will I be reimbursed for labour by MQL?
Yes, if the part supplier authorises it.
MQL follow the labour rates set out by individual part suppliers.
What warranties are MQL not responsible for?
While not exclusive, here is some of our suppliers’ warranty information:
Eberspäecher UK Ltd: Product Registration
Specialised Covers Ltd: Returns & Repairs
Thetford: Warranty
Truma: Guarantee & Warranty