Delivery, Returns & Damage Policy

Last updated: January 2026

Delivery Options & Charges

We offer the following delivery options for UK mainland orders:

Bulky & Specialist Items

Bulky or specialist items such as boilers and radiators require additional handling and logistics.

• These items take a minimum of 7–10 working days for delivery.

• A delivery date will be arranged with the customer.

• Express Delivery must NOT be selected for bulky items as it will not speed up delivery.

• Any express delivery charges selected for bulky items are non-refundable.

Dispatch Schedule

• Orders are dispatched Monday to Friday (excluding public holidays).

• Orders placed before 12:00 PM (midday) qualify for same-day dispatch, subject to stock availability.

• Orders placed after 12:00 PM will be dispatched on the next working day.

Delivery Updates

Once dispatched:

• A tracking link will be sent via email.

• If a mobile number is provided, SMS delivery updates may be sent by the courier.

Important Delivery Information

• Delivery times are estimates only and not guaranteed.

• Delays may occur due to courier issues, high volumes, weather conditions, or other circumstances beyond our control.

• Delivery charges are non-refundable once dispatched, except where required by law.

Damaged Items – IMPORTANT (Must Read)

Visible Damage on Delivery

Customers must inspect the delivery before accepting it.

• If the outer packaging is visibly damaged, the customer must refuse the delivery.

• The courier should be instructed to return the item to us.

• Clear photographs of the damaged packaging must be taken at the point of delivery.

• Photos must be emailed to sales@supplieddirect.co.uk on the same day.

⚠ Accepting or signing for a visibly damaged delivery confirms the item was received in acceptable condition.
This may prevent us from claiming against the courier and may affect refund or replacement eligibility.

Hidden or Internal Damage (Not Visible Externally)

If damage is discovered after opening the package and was not visible externally:

• You must notify us within 48 hours of delivery

• You must provide clear photographs of:

  • The damaged item

  • Internal packaging

  • Outer box

Claims made outside 48 hours may be refused.

This process does not affect your statutory rights.

Failed Deliveries & Incorrect Details

• Customers are responsible for providing accurate delivery information.

• If delivery fails due to:

  • Incorrect address details

  • Access issues

  • Customer unavailable / refusal without valid reason

The parcel may be returned to us.

In these cases:

• All delivery costs incurred will be charged to the customer

• A 25% restocking fee will apply before any refund is issued

Cancellations, Returns & Restocking Fee

Change of Mind Returns

• Customers have the legal right to cancel within 14 days of receiving the goods, in line with UK consumer law.

• Where goods are returned due to:

  • Change of mind

  • Refused delivery

  • Failed delivery caused by the customer

The following will apply:

• 25% restocking fee

• Original delivery charges are non-refundable

• Return delivery costs are the customer’s responsibility

The restocking fee covers inspection, handling, repackaging, administration, and supplier charges.

Non-Returnable Situations

Returns may be refused where:

• Goods have been installed or used

• Goods are damaged after delivery

• Original packaging is missing or incomplete

• Return is requested outside the cancellation period

Faulty, Incorrect or Not-as-Described Items

If your item is:

• Faulty

• Incorrect

• Not as described

Please notify us within 48 hours of delivery with photographs.

In these cases:

• No restocking fee will apply

• We will arrange a replacement or refund in line with your statutory rights

Delivery Restrictions

We do not currently deliver to:

• Northern Ireland

• Scottish Isles

• Isle of Man

• Certain remote mainland UK postcodes

Please contact us before ordering if unsure.

Contact Details

For all delivery, returns, or damage enquiries:
📧 sales@supplieddirect.co.uk

Refund & Returns Policy

Last updated: January 2026

This Refund & Returns Policy applies to all purchases made from Supplied Direct LTD (“we”, “us”, “our”).

1. Your Right to Cancel (UK Consumer Law)

Under the Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us in writing by email to:
📧 sales@supplieddirect.co.uk

2. Change of Mind Returns

If you cancel or return an order due to a change of mind, the following conditions apply:

• Goods must be unused, uninstalled, and in resaleable condition

• Goods must be returned in original packaging

• Return requests must be made within 14 days of delivery

Charges for Change of Mind Returns

• A 25% restocking fee will be deducted from the refund

• Original delivery charges are non-refundable

• Return shipping costs are the customer’s responsibility

The restocking fee covers inspection, handling, repackaging, administration, and supplier costs.

3. Bulky & Specialist Items (Including Boilers & Radiators)

Due to the nature of bulky and specialist items:

• Once dispatched, orders cannot be cancelled

• Returns are only accepted if goods are faulty or not as described

• Express delivery charges (if selected incorrectly) are non-refundable

4. Damaged Items – IMPORTANT

Visible Damage on Delivery

Customers must inspect goods before accepting delivery.

If the outer packaging is visibly damaged:

• The delivery must be refused

• The courier must return the item to us

• Clear photographs must be taken at the point of delivery

• Photos must be emailed to sales@supplieddirect.co.uk on the same day

⚠ Accepting or signing for a visibly damaged delivery may affect refund or replacement eligibility, as this prevents courier claims.

Hidden or Internal Damage

If damage is discovered after opening the package and was not visible externally:

• You must notify us within 48 hours of delivery

• You must provide photographs of:

  • The damaged item

  • Internal packaging

  • Outer box

Claims submitted outside this timeframe may be refused.

5. Faulty, Incorrect or Not-as-Described Items

If goods are:

• Faulty

• Incorrect

• Not as described

Please notify us within 48 hours of delivery with clear photographs.

In these cases:

• No restocking fee applies

• We will arrange a repair, replacement, or refund in line with your statutory rights

6. Failed Deliveries & Refused Deliveries

If delivery fails due to:

• Incorrect address provided by the customer

• Access issues

• Customer unavailable

• Refusal of delivery without valid reason

The parcel may be returned to us.

In these cases:

• All delivery costs incurred will be charged to the customer

• A 25% restocking fee will be deducted before any refund is issued

7. Non-Returnable Items

Returns may be refused if:

• Goods have been installed or used

• Goods are damaged after delivery

• Original packaging is missing or incomplete

• The cancellation period has expired

8. Refund Processing

• Refunds are processed to the original payment method

• Refunds are issued within 14 days of receiving returned goods

• Deductions (delivery charges and restocking fees) will be clearly itemised

9. Statutory Rights

Nothing in this policy affects your statutory rights under UK law.

10. Contact Us

For all returns and refund enquiries:
📧 sales@supplieddirect.co.uk