Effective Date: 1/Dec/2024
At McSims Direct, we are committed to providing high-quality frozen pastries, pizzas, and pies. We value our customers and aim to ensure your satisfaction with every purchase. Please read our Refund and Returns Policy carefully to understand your rights and our obligations.
General Policy
Eligibility for Refunds and Returns
Due to the perishable nature of our products, we only accept returns and provide refunds for items that arrive damaged, defective, or incorrect.
Non-Returnable Items
We do not accept returns for items that are not damaged or defective, or if the return is requested due to a change of mind.
Damaged or Defective Products
Inspection Upon Delivery
Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or incorrect so that we can evaluate the issue and make it right.
Reporting Issues
To report a damaged, defective, or incorrect item, please contact our customer service team within 48 hours of delivery at:
Email: info@mcsims.com.mt
Phone: (+356) 77405001
Provide your order number, a description of the issue, and photos of the damaged or defective item.
Resolution
Once we receive your report, we will evaluate the issue and offer one of the following resolutions:
- Replacement of the damaged or defective item
- Refund to your original payment method
Incorrect Orders
Reporting Incorrect Orders
If you receive an incorrect item, please contact our customer service team within 48 hours of delivery at the contact details above.
Resolution
We will arrange for the correct item to be sent to you at no additional cost. If the correct item is unavailable, we will issue a refund.
Refund Process
Refund Method
Refunds will be processed to the original payment method used during the purchase.
Processing Time
Please allow 5-10 business days for the refund to be processed and reflected in your account.
Shipping Costs
Non-Refundable Shipping Costs
Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective item).
Return Shipping Costs
If a return is necessary due to our error, we will cover the return shipping costs. We will provide you with a return shipping label and instructions on how to return the item.
Contact Information
For any questions or concerns about our Refund and Returns Policy, please contact us:
Email: info@mcsims.com.mt
Phone: (+356) 77405001