Return Policy

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