Returns
What’s Covered
All used gear purchased from MPB is eligible for return within 14 days of delivery, as long as it’s in the same condition as when received and includes all original accessories.
If an item isn’t quite right or isn’t performing as expected, we’re happy to help with basic troubleshooting or suggest alternatives before setting up a return. Let us know how we can help.
Shipping
Change of Heart: If you changed your mind, you’re welcome to return the gear at your own cost.
Faulty or Incorrect Item: If your return is due to a fault or an error on our part, we’ll provide a pre-paid drop-off label (within the 48 contiguous states).
Need a pickup?
If your return qualifies for a pre-paid label (due to a fault or error on our part), we’re happy to arrange a FedEx Ground home pickup- just let us know when you're setting up your return.
Exchanges
Prefer a replacement? Just let us know the SKU number of the product you would like to replace your item with. If you’re not sure, we’re happy to help with product recommendations. Just ask.
Not sure where to find the SKU? Click here.
Not sure where to find the SKU? Click here.
Once your return is received and processed, your replacement item will be shipped via FedEx Ground.
Refunds
If you'd prefer a refund instead, just let us know, and we’ll process it after your returned item has been received and inspected.
Refunds are issued to your original payment method. If your order was part of a trade-in, the refund may be split between your payment method and a separate bank transfer.
Warranties
What’s Covered
Most used gear from MPB includes a free 6-month warranty. This covers faults that occur under normal use and storage conditions.
If something goes wrong during that period, we’ll first attempt to repair the item. If a repair isn’t possible, we’ll offer a replacement- if a suitable alternative is available.
What’s Not Covered
• Accidental damage or misuse
• Items sold in 'Spares & Repairs' condition
• Consumables like batteries
How to Set Up a Return or Warranty Claim
If you have an account with MPB, you can get started on arranging your return by heading to your transactions page through our website.
Once you’ve found the transaction, click "Return". You’ll be prompted to select a reason for your return and choose your preferred outcome. After submitting this, a ticket will be opened where you’ll be asked to provide further details. These include:
Details of the fault/issue.
Any troubleshooting attempts.
If exchange or replacement, the item which you would like to choose.
Once everything is confirmed, a member of our Customer Experience team will arrange your return and send you a confirmation email.
If you have used MPB before as a ‘Guest’, you can register your email address previously used to gain access to your order history and arrange a return.
How to Track your Return
To check or update your return status, go to the Transactions section of your account.
Once your return request has been submitted, your original order will have a “Return in progress” banner.
To view more details:
Select “Show order details”.
Click “Check return progress”.
Open the ticket created for your return request.
From there, you can:
View the latest return status.
Reply directly to our team with updates or additional information.
Watch the video below for a step-by-step example.
Return statuses
Within the ticket, you will see one of the following statuses:
Submitted- Your request is in queue to be reviewed.
In Progress- Your request is currently being reviewed. We will follow up once it has been approved or if we need additional information.
Waiting on you- We may require some further details or information from you before processing your request.
Resolved- Your return has been approved, and return instructions have been sent to your email.
If you need to update your request or provide additional details, reply directly to the ticket or the email thread you received.
Once your return has been received and processed by our team, the status displayed on your original order will show as "Returned".
Further Information
Why does my return have a different transaction number?
When we process a return, it generates a new transaction (TX) number because it creates a new, separate record in our system. This helps us track your return independently from your original purchase or trade. It ensures a smoother process for refunds, replacements, or warranty claims by clearly separating each transaction type.
Why have I only received part of my refund?
If you've returned your item(s) within the return period, we will refund you the full purchase amount via your original payment method.
If you've returned an item that you purchased from MPB as part of a trade in—and if you paid us during this transaction—the refund may be split into two separate payments:
1. Refund via the original payment method (debit/credit card, PayPal)
2. Reimbursement of the balance to your bank account via bank transfer.
You will receive the full amount that we owe you.
How long can repairs take?
The repair process can take up to about 3 weeks from arrival at MPB, depending on the type of item and the complexity of the repair. Please keep in mind that this timeframe may vary depending on the specific circumstances of the repair.