Shop
Terms, Delivery & Returns.
Last updated: 18 October 2026
1. Introduction
Welcome to the Medical and Mental Trauma Services (MMTS) online shop.
We aim to provide quality products, educational resources and merchandise relevant to the medical, emergency response, trauma management and related industries.
This policy explains how orders are processed, how products are delivered and what happens if you need to return an item or report a problem with your purchase.
Our product range may include standard stock items, specialist equipment, clothing, printed materials, personalised products and items produced to order by third-party suppliers.
Please read this policy before placing an order.
Nothing in this policy affects your statutory rights under UK consumer protection legislation.
2. About Us
Medical and Mental Trauma Services (MMTS) is a trading name of Henshaws Ltd, a private limited company registered in England and Wales.
Registered company: Henshaws Ltd
Trading name: Medical and Mental Trauma Services (MMTS)
Company number: 16664842
Registered office: 25 Culloden Way, Wokingham, England, RG41 3UN
Email: info@mmtsglobal.co.uk
Website: https://mmtsglobal.co.uk
Throughout this policy, references to “MMTS”, “we”, “us” and “our” refer to Henshaws Ltd trading as Medical and Mental Trauma Services.
3. Our Products
Our online shop may offer a range of products, including:
Clothing and workwear
Medical and emergency response merchandise
Notebooks, stationery and educational materials
Posters and printed resources
Specialist equipment and accessories
Personalised and customised products
Made-to-order items
Other products relevant to our services and industry
Some products are held in stock and dispatched directly, while others are produced or fulfilled by third-party suppliers.
Product descriptions will explain relevant specifications, options and any important ordering conditions.
4. Placing an Order
Orders can be placed through our website, subject to product availability and checkout functionality.
When placing an order, customers are responsible for providing accurate information, including:
Name and contact details
Billing information
Delivery address
Product selections
Sizes, colours and quantities
Personalisation details, where applicable
Please check your order carefully before completing payment.
Once an order has been placed, we will normally send an acknowledgement to the email address provided.
An order acknowledgement does not necessarily mean that the order has been accepted.
A contract is formed when we confirm acceptance of the order, normally through an order confirmation or dispatch notification.
If we cannot fulfil an order, we will contact you and arrange an appropriate refund where payment has already been taken.
5. Prices and Payments
Product prices are displayed on our website in pounds sterling (GBP), unless otherwise stated.
Any applicable VAT and delivery charges will be clearly identified before an order is completed.
We accept payment through:
Stripe for online card payments
Bank transfer (BACS), where offered
Other payment methods expressly agreed by MMTS
Orders will normally be processed once the required payment has been received or authorised.
We reserve the right to correct obvious pricing errors before accepting an order.
If a pricing error affects an order, we will contact the customer to explain the issue and offer the opportunity to proceed at the correct price or cancel.
6. Delivery Locations
Available delivery destinations will be shown during checkout.
We primarily intend to serve customers within the United Kingdom, although selected products may be available for international delivery.
Delivery availability may vary depending on the product, supplier, size, weight and destination.
Where international delivery is available, additional charges, customs duties, import taxes or local restrictions may apply.
Any responsibilities for additional import charges will be explained where applicable before purchase.
7. Delivery Charges
Delivery charges are calculated and displayed during checkout.
Charges may vary depending on:
Delivery address
Parcel size and weight
Product type
Selected delivery service
Supplier or fulfilment location
Number of shipments required
We may use Royal Mail, local postal services, commercial couriers or other suitable delivery providers.
Where available, customers may be offered different delivery options at checkout.
The total delivery charge will be displayed before payment is completed.
8. Processing and Dispatch Times
We aim to process and dispatch orders as promptly as reasonably possible.
Processing times vary depending on product availability, supplier arrangements and whether an item requires manufacturing or personalisation.
Standard stock items may be dispatched sooner than products made specifically for an order.
For made-to-order products, production must normally be completed before dispatch.
Any estimated production or delivery times will be displayed on the relevant product page, during checkout or in subsequent order communications where appropriate.
Delivery estimates are provided in good faith and may be affected by circumstances outside our reasonable control.
Unless a different delivery period has been agreed, consumer orders will be delivered without undue delay and within 30 days of the contract being formed, in accordance with applicable law.
9. Made-to-Order and Print-on-Demand Products
Some MMTS products are manufactured or printed after an order has been placed.
These may include:
Printed clothing
Hoodies and T-shirts
Custom notebooks
Printed posters
Personalised stationery
Other specially produced merchandise
We may use third-party production and fulfilment companies, including services such as Printful, to manufacture and dispatch these items.
Where a product is made to the customer’s specifications or is clearly personalised, the statutory 14-day change-of-mind cancellation right will generally not apply.
This may include items printed with customer-supplied names, logos, text, artwork or other individual specifications.
However, products are not automatically exempt from cancellation rights simply because they are manufactured or printed after purchase.
Where a standard product remains subject to statutory cancellation rights, those rights will be honoured.
We will identify relevant product restrictions before purchase.
10. Customised and Personalised Products
Customers ordering personalised products are responsible for checking all submitted details carefully.
This may include:
Names and spelling
Custom text
Sizes and colours
Uploaded artwork
Logo placement
Other selected specifications
Once production has started, changes or cancellations may not be possible.
Where a product is genuinely personalised or made to the customer’s specifications, we do not normally accept change-of-mind returns.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
If MMTS makes an error during production or fulfilment, please contact us so that we can investigate and arrange an appropriate resolution.
11. Supplier-Direct Delivery
Some products may be dispatched directly from our suppliers or fulfilment partners rather than from MMTS.
This allows us to offer a wider range of products without holding every item in our own stock.
Where supplier-direct delivery is used:
The supplier may manufacture, package or dispatch the item
Delivery times may vary between products
Tracking information may be provided by the supplier or courier
Items may arrive in separate parcels
Supplier packaging may differ from MMTS packaging
Your purchase remains with MMTS, and we remain your point of contact for order enquiries, delivery problems and consumer rights.
Customers should contact MMTS directly rather than approaching our suppliers unless we specifically advise otherwise.
12. Orders Arriving in Multiple Parcels
Orders containing products from different suppliers or fulfilment locations may arrive in separate parcels.
These parcels may be dispatched and delivered on different dates.
Where tracking is available, customers may receive more than one tracking reference.
If only part of your order arrives, please check any dispatch notifications before reporting an item as missing.
If you believe part of your order has been lost or has not been dispatched, contact us at info@mmtsglobal.co.uk.
13. Tracking Your Order
Where the selected delivery service provides tracking, we will aim to make tracking information available once your order has been dispatched.
Tracking details may be supplied by email or through the relevant order information.
Please allow a reasonable period for tracking information to become active after dispatch.
Not all postal services or delivery methods provide detailed tracking.
14. Delivery Delays
We work with suppliers, postal services and couriers to deliver orders within the estimated timeframes provided.
However, delays may occasionally occur because of:
Postal or courier disruption
Severe weather
Supplier delays
Manufacturing issues
High order volumes
Customs processing
Other circumstances outside our reasonable control
If your order is delayed, please contact us and we will investigate.
Where delivery has not taken place within the agreed period, customers retain their rights under applicable consumer legislation.
In certain circumstances, this may include the right to cancel the order and receive a refund.
15. Incorrect Delivery Information
Customers are responsible for checking that the delivery address and contact information supplied at checkout are accurate.
If you notice an error after placing an order, please contact us as soon as possible.
We will make reasonable efforts to update the information before dispatch.
However, changes may not be possible once an order has entered production or has been dispatched.
Where an order must be resent solely because incorrect delivery information was provided, additional reasonable delivery charges may apply.
This does not affect MMTS’s responsibility for errors caused by us or our delivery partners.
16. Missing or Lost Deliveries
If your order has not arrived within the expected delivery period, please contact us.
We will investigate the issue with the relevant courier, postal service or fulfilment partner.
Where goods are lost before delivery to the customer or an authorised recipient, MMTS remains responsible in accordance with applicable consumer law.
Depending on the circumstances, we will arrange a replacement or refund where required.
Customers are not expected to resolve delivery disputes directly with a courier where MMTS is legally responsible for the delivery.
17. Damaged, Faulty or Incorrect Products
We aim to ensure that products arrive in good condition and match their descriptions.
If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.
Email: info@mmtsglobal.co.uk
Please include:
Your name
Order number
Product details
Description of the problem
Photographs of the affected item or packaging, where available
Photographs can help us investigate the issue with our suppliers or delivery partners, but they are not a condition of exercising statutory rights.
We will review the issue and arrange an appropriate resolution.
Depending on the circumstances and your legal rights, this may include:
A replacement
A repair
A partial refund
A full refund
Where goods are faulty or not as described, we will meet our obligations under the Consumer Rights Act 2015.
This includes the short-term right to reject qualifying faulty goods within 30 days, together with other statutory remedies where applicable.
Customers are encouraged to report problems promptly, but failing to report an issue immediately does not remove statutory rights.
18. Returns for Standard Products
For standard products purchased online by consumers, a statutory 14-day cancellation period will generally apply.
The cancellation period normally begins the day after the customer receives the goods.
Where an order is delivered in separate instalments, the period generally begins after the final item has been received.
To cancel an eligible order, customers must notify MMTS within the applicable cancellation period.
Following cancellation, customers normally have a further 14 days to return the goods.
Customers may inspect goods as they would reasonably be able to in a shop.
However, where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, a lawful deduction may be made for any resulting reduction in value.
Certain statutory exceptions may apply.
19. Products Excluded from Change-of-Mind Returns
Some products may be excluded from statutory change-of-mind cancellation rights.
These may include:
Goods made to the customer’s specifications
Clearly personalised products
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed
Other products falling within a recognised statutory exception
Where an exclusion applies, we will explain this before purchase.
Made-to-order products are only excluded where they meet the relevant legal requirements.
These exclusions do not affect rights relating to faulty, damaged, incorrect or misdescribed goods.
20. How to Request a Return
To request a return, please contact:
Include your order number, the product you wish to return and whether you are cancelling an eligible purchase or reporting a product problem.
We will provide the appropriate return instructions.
Please do not send products to our registered office without first confirming the correct return address.
Some products may need to be returned to a supplier or fulfilment centre rather than directly to MMTS.
For statutory change-of-mind cancellations, customers may communicate their decision clearly by email or another permitted method without needing to use a particular form.
21. Return Delivery Costs
For eligible change-of-mind returns, customers may be responsible for the direct cost of returning goods, provided this responsibility was communicated before purchase.
Where a product is faulty, incorrectly supplied or otherwise fails to meet applicable legal requirements, MMTS will cover reasonable return costs where required by law.
We recommend using an appropriate postal or courier service and retaining proof of postage.
Where an item requires specialist return arrangements, we will explain the relevant process.
22. Refunds
Where a refund is due, it will be processed in accordance with applicable law.
For qualifying consumer cancellations of goods, we will generally issue the refund within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier, where the law allows us to withhold reimbursement until that point.
Where the order has not been dispatched, the applicable refund period will generally run from when we receive the cancellation notice.
Refunds will normally be issued through the original payment method unless the customer expressly agrees otherwise.
This may include:
Stripe refunds for online card payments
Bank transfer refunds for payments made by BACS
For qualifying cancellations, we will refund the standard outbound delivery charge where required by law.
Additional costs for premium or express delivery may not be refundable beyond the cost of standard delivery.
We will not charge an administration fee for exercising statutory cancellation rights.
23. Exchanges
We may be able to arrange exchanges for eligible standard products, depending on availability and the circumstances.
Please contact us before returning an item for exchange.
Personalised products and goods made to customer specifications are not normally eligible for change-of-mind exchanges.
Where an exchange is required because goods are faulty or incorrectly supplied, statutory consumer rights will apply.
24. Product Descriptions and Images
We make reasonable efforts to ensure product descriptions, photographs, sizes and specifications are accurate.
However, minor variations may occur because of:
Screen colour settings
Manufacturing tolerances
Printing methods
Material finishes
Supplier updates
These variations do not remove a customer’s rights where a product is not as described or does not meet applicable legal requirements.
Customers should review size guides, product specifications and personalisation options before ordering.
25. Product Availability
Products are offered subject to availability.
Occasionally, a product may become unavailable after an order has been placed.
Where we cannot fulfil an order, we will contact the customer and offer an appropriate alternative or refund.
We will not substitute a materially different product without the customer’s agreement.
26. International Orders
Where international delivery is available, delivery times and charges may vary.
Customers may be subject to customs duties, import taxes or other local charges depending on the destination and the terms disclosed before purchase.
International customers may also have mandatory consumer rights under the laws applicable to their purchase.
Nothing in this policy removes rights that cannot lawfully be excluded.
27. Business and Bulk Orders
Orders placed by businesses, organisations or other commercial customers may be subject to separately agreed terms.
This may include bulk merchandise orders, specialist equipment, customised products or corporate purchases.
Statutory consumer change-of-mind rights do not generally apply to purchases made wholly for business purposes.
Where a separate agreement applies, the relevant commercial terms will govern the order, subject to applicable law.
28. Complaints and Customer Support
We aim to provide a professional and helpful shopping experience.
If you have a problem with an order, delivery, return or refund, please contact us at:
We will investigate the matter and work towards an appropriate resolution.
We ask customers to provide relevant order information so that we can identify the purchase and respond efficiently.
Nothing in this policy restricts your statutory rights or available legal remedies.
29. Privacy and Payment Security
We handle customer information in accordance with our Privacy Policy and applicable UK data protection legislation.
Online payments are processed using Stripe, while bank transfers may be accepted where offered.
We do not ordinarily store complete payment card information.
For more information about how we handle personal information, please refer to our Privacy Policy.
30. Changes to This Policy
We may update this Shop Terms, Delivery & Returns Policy to reflect changes in our products, suppliers, delivery arrangements or applicable legislation.
The latest version will be published on our website.
Changes will not retrospectively alter existing purchase contracts or remove statutory rights.
31. Governing Law
This policy is governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in other jurisdictions.
Business customers may be subject to additional contractual arrangements.
Consumers retain their applicable statutory rights.
32. Contact Us
For questions about orders, deliveries, returns or this policy, please contact:
Medical and Mental Trauma Services (MMTS)
A trading name of Henshaws Ltd
Company number: 16664842
Registered office: 25 Culloden Way, Wokingham, England, RG41 3UN
Email: info@mmtsglobal.co.uk
Website: https://mmtsglobal.co.uk