The M-Rock guarantee

We guarantee that you'll be satisfied with M-Rock!

We guarantee to despatch your order when we say we will

See the section below for full despatch details.

We guarantee to replace any goods which aren't suitable

Just follow the instructions in our returns section. Returned goods must be unused and in a saleable condition. Once we've received them back, we will arrange to either credit you or replace the goods with a different size or colour, whichever you prefer. We recommend using recorded delivery or registered post to return any items to cover you against loss.

We guarantee to sort out any problem with your order

Just contact us if you have any problems with an order from M-Rock. We'll tell you exactly what steps we're going to take to rectify the problem.

We guarantee full warranty support on all items

Just contact us if you have a warranty problem. All goods supplied by M-Rock are from official sources within the UK and are covered by the normal manufacturer’s warranty.

We guarantee that we will only charge your credit/switch card when your goods are despatched

This is your right under UK law and, if we do anything else, we'll go to jail.

We guarantee that we won't pass your email details on to anyone else

Absolutely not! All your details are treated as strictly confidential. We're internet users, too, and we know how annoying unsolicited email can be. We wouldn't risk annoying you by being the cause of it.

Ordering from M-Rock
 

Ordering from M-Rock is easy
In fact, it's so easy that we don't think you'll need any instructions but here they are, just in case

• find an item you like
• click your left mouse button in the box next to the item and type the quantity you require
• choose the colour/size, if applicable, by clicking on the drop down list to view the options, then clicking again on the one you require
• click the "basket" button
• wherever you are on M-Rock, you can add items to your basket in the same way
• you can check the contents of your basket and the total cost at any time by clicking on the "basket" button at the top of your screen
• You can remove items from your basket or alter the quantity required at any time.
• post and packing costs if applicable will be shown before you check out
• click the "proceed to checkout" button when you finish shopping
• fill in all the order details on the secure form

If you have any problems ordering from M-Rock, send us an email to sales@m-rock.co.uk

Despatch Times
 

If you order before 2pm, Monday to Friday and we have your items in stock, we will endevour to despatch the next day. If you order after 2pm, we'll still try to despatch next day but, if we can't, we will endevour to despatch the following day. Items ordered after 2pm Friday or over a weekend will be despatched Monday. Items despatched on Friday are for delivery the following week. Items ordered over a Bank Holiday will be despatched the next working day. 

Please accept an extra day to process you orders in season as our warehouse is usually working flat out at those times and may not get all orders out as soon as we like

M-Rock is constantly updated to keep pace with changes in our stock but demand is high and we occasionally run out of popular items. If we have run out of stock and can't despatch your order within the next two working day, we'll email or phone you with a revised despatch date. You can then either accept the revised delivery date or cancel the order, as you wish.

Notes:

• if you want something in a hurry, choose an item that's normally despatched in 24 hours
• If your order contains a mixture of items all those in stock will be despatched straight away, the others will follow later. If you have chosen our Free Delivery Option, the order will be despatched once all the items are ready.
• you only pay one carriage charge per order, even if it is despatched in multiple deliveries

Questions you might like answered

You don't need to know any of this stuff to order from us but, if you really want to know, here it all is:

What guarantee do I have?

• We guarantee that you'll be satisfied with M-Rock!

Statutory Rights

None of the information below affects your statutory rights. We are a UK based company, subject to UK consumer law so dealing with M-Rock is completely safe.

When will my order be despatched?

See the section above for full despatch details

What happens if you only have part of my order in stock?

For Priority Delivery, we'll despatch the items we do have in stock by the next working day, at the latest. We'll email or phone you with a revised despatch date for the other items. If you choose our Free Delivery Option, we'll wait up to a week for all the items to arrive, and then send your order out.

What do I do if an item doesn't fit or I don't like the colour?

Return it to us within 21 days. Just send it back with a copy of your invoice and a clear note of what you would like us to do. Returned goods must be unused, in a saleable condition and in their original packaging with all labels etc still attached. Once we've received them back, we will arrange to either credit you or replace the goods with a different size or colour, whichever you prefer.  Certain medical products may need to be returned to our suppliers for inspection before a refund can be issued.

What do I do to cancel an order?

If you want to cancel an order before we've despatched it, just send us an email to sales@m-rock.co.uk . We try to despatch things very quickly so you need to contact us straight away!

If you've received item(s) from M-Rock and you don't want to keep them for any reason, return the goods to us and we'll give you a full refund for the cost of the item(s). Returned goods must be unused and in a saleable condition. Once we've received them back, we will credit your card straight away.

Who pays the postage on returned items?

If you're returning something because it doesn't fit or it's not suitable, you'll need to pay the postage costs to return it to us. If you'd like us to replace the goods with another size or colour, we won't charge you for carriage on the replacement.

What do I do if an item is faulty when it's delivered?

Just follow the instructions in our Returns Section. We'll either credit you or replace the goods, whichever you prefer.

Who pays the postage on returned faulty items?

If you're returning something to M-Rock because it was faulty when it was delivered, we will refund your postage costs for returning it to us. Also, we won't charge you for postage on any replacement goods.

What do I do if there's any other problem with my order?

If you have any problems with an order from M-Rock, send us an email to sales@m-rock.co.uk we’ll tell you exactly what steps we're going to take to rectify the problem.

What do I do if an item fails once it's been used?

All goods supplied by M-Rock are from official sources within the UK and are covered by the normal manufacturer’s warranty. If you feel that an item has failed prematurely, send us an email to sales@m-rock.co.uk.    Certain products may need to be returned to our suppliers for inspection before a refund can be issued.

What delivery method does M-Rock use?

We use DPD UK or Royal Mail Packet Post. This means that your goods will usually arrive the next working day for most of the UK mainland

If your delivery address is in the Scottish Highlands & Islands, Isle of Man, Northern Ireland and the Channel Islands, we'll use Royal Mail Special Delivery or DPD UK. Delivery times may be extended, depending on where exactly you live.

If you have a problem with a delivery or with goods damaged in transit, send us an email to sales@m-rock.co.uk

When will M-Rock charge my credit/switch card?

Your card will not be charged until your goods are despatched. This is your right under UK law and, if we do anything else, we'll go to jail.

How long do M-Rock Special Offers last?

All our Special Offers last until we run out of stock. We try our hardest to ensure we have good stocks before we promote an item but occasionally we are overtaken by events and run out before we can amend the site. If this happens, we will contact you and try to offer an alternative item.

Where will M-Rock deliver goods?

We will deliver goods within the UK - see the map above.

Is my credit/switch card number secure?

Yes! The area of M-Rock that collects your credit card information is hosted on our own secure server. Before you can send us your details, your computer establishes a direct connection to our server. The latest encryption technology (SSL) is used to enable secure transfer of your personal data over the Internet.

Now that’s pretty secure but, if you’re still not convinced, thinks about this:

Every time you buy petrol or a meal or pay a bill with your credit card, somebody could copy down the number. Every time you give your card number over the phone, someone could be listening. Think how many people in the world know your card number? Hundreds probably. Why don't they use that number to order loads of stuff by mail order? Because it would be easy to catch them by looking at the address on the packages and they'd go to jail! Here's the really good bit, though. You wouldn't have to pay, even if someone else did use your card fraudulently. So, in fact, a credit card is the safest way of ordering anything mail order, whether by phone, fax or on-line.

We hope that's convinced you!

Will my email address be passed on to third parties?

Absolutely not. All your details are treated as strictly confidential. We're internet users, too, and we know how annoying unsolicited email can be. We wouldn't risk annoying you by being the cause of it.

Does the M-Rock site use cookies?

Yes it does. Cookies (tiny text files, temporarily stored on your computer) are needed to allow us - and every other on-line shop - to put the items you've chosen into the right shopping basket. We're sorry if this offends you but there's no other way for us to make it all work.

What if I have a complaint about M-Rock?

We’ve put our heart and soul - not to say the last few years of our lives - into M-Rock and we will not allow you to become dissatisfied with us. If you have any complaint, criticism or concern about any service provided by M-Rock, just contact us at the address below or email: sales@m-rock.co.uk. We will acknowledge your concern within two working days and offer a resolution within one week.

What is M-Rock's correspondence address?

address any correspondence to our registered office address which is:

Does M-Rock have a privacy statement?

yes we do and here it is:

M-Rock Privacy Statement

M-Rock is committed to safeguarding the privacy of our users while providing the highest possible quality of service. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). If you have any requests concerning your personal information or any queries with regard to these practices please contact sales@m-rock.co.uk

Information collected

We collect the information you supply to us through our registration forms, and every time you e-mail us.

We also collect information automatically about your visit to our site. The information obtained in this way, which includes browsing patterns, is only used in aggregate form, and as such cannot be used to identify you.

This aggregate information is used to:

• aid strategic development
• audit usage of the site

Use of personal information

We process personal information collected via M-Rock for the purposes of:

• providing the best possible service
• processing any orders you may have made
• providing you with information about products and services we offer

If you do not wish to receive information about our products or services, please tick the appropriate box on the registration form.

Use of cookies

Cookies (tiny text files, temporarily stored on your computer) are needed to allow us - and every other on-line shop - to put the items you've chosen into the right shopping basket. We're sorry if this offends you but there's no other way for us to make it all work.

Disclosures

We will not pass your information to any third parties. You can also email us to stop receiving any information about us and our services by clicking sales@m-rock.co.uk.