Delivery, Returns & Damage Policy

Last updated: January 2026

Delivery Options & Charges

We offer the following delivery options for UK mainland orders:

Delivery Option	Estimated Delivery Time	Cost
Standard Delivery	2–4 Business Days	£9.95
Express Delivery	1–3 Business Days	£14.95
Free Express Delivery	1–3 Business Days	FREE on orders over £250

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.