Returns & Refund Policy
All returns and refund requests are submitted via accessing your customer account on the Mega website in the first instance.
What if an item is missing from my order?
If there’s a product on the delivery note that’s not included in your package, contact us within 14 days. We’ll investigate straight away advise the most appropriate way to resolves the shortage.
What if you send me the wrong item?
If we accidentally get a product in your order wrong, contact us within 14 days and we’ll arrange to collect it from you. We’ll then send you the correct product or refund you if you prefer.
What if an item is damaged/faulty on arrival?
Every product you buy from us should reach you in perfect condition. If this is not the case, you should access your customer account via the Mega website within 14 days of receiving your parcel and start the returns process by selecting ‘faulty’ from the drop-down box. This will start a returns process with our Customer Service Team who will contact you with details of the next step. Mega will cover the return freight of any damaged or faulty items.
What if I change my mind with my order?
If you change your mind with all or part of your order prior to receiving it, contact us urgently and we’ll do our best to intercept your order prior to it reaching our warehouse for processing.
If you change your mind with all or part of your order after receiving it, you should access your customer account via the Mega website within 14 days of receiving your parcel and start the returns process by selecting ‘Item No Longer Required’ from the drop-down box. This will start a returns query with our Customer Service Team who will contact you with details of the next step.
You will be responsible for all costs incurred with returning a ‘change of mind’ item, this includes freight costs and may incur a restocking fee of 20% of your order value. If a replacement product is not required, 'change of mind' returns are via store credit.
If you qualified for free shipping at the time of placing your order, this amount will be deducted from any refund as freight costs were incurred by Mega on the initial order.
What if I want a replacement rather than a refund?
After following the steps outlined in ‘What if I change my mind with my order?’ our Customer Service Team will contact you to discuss your request. This may be as simple as converting your refund to a store credit which will sit on your account awaiting your submission of a replacement order.
Which products are excluded from the returns policy?
The following items cannot be returned unless the item is incorrect, faulty or defective:
- Electronics
- Assembled and/or installed furniture
- Perishable goods
- Custom orders, including large volume, specially priced, quoted orders
- First Aid products
- COVID specific items when purchasing above normal volumes per item
Can I cancel my order?
You can request to cancel all or part of your order before we have started to pick and pack it. You will need to access your customer account via the Mega website in order to start this process. A member of our Customer Service Team will contact you to confirm the status of your order and if we are able to intercept it prior to picking and packing.
What if I’m entitled to a refund and I no longer have the card I originally paid with?
Where a credit card attached to an original purchase cannot be produced, the refund will be processed via a store credit. Refunds can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item in the case of a Mega Business Account Holder.
What if I need a refund and I paid via PayPal/After Pay?
For purchases made using PayPal or After Pay, any refunds will be processed directly to PayPal or After Pay.
How do I return a parcel by post?
The returned item(s) must be unopened, unused and in its original packaging with any security seals intact. The items should be repackaged securely and sent to the address supplied on the returns label provided by our Customer Service Team. This process will be clearly outlined by our Customer Service Team when they contact you directly.