Refund and Returns Policy

If you need to cancel an order, return goods or report a problem, please contact orders@directchannel.uk.com, quoting your order number.

This policy applies to purchases from Direct Channel Support Systems Limited and should be read alongside our Terms & Conditions.

Different conditions apply to consumer and business purchases. Nothing in this policy removes rights that cannot legally be excluded.

1. How to Arrange a Return

Email orders@directchannel.uk.com with:

• Your order number or other proof of purchase.
• The products and quantities you wish to return.
• Whether you are cancelling a purchase or reporting a problem.
• Details of any fault, damage or incorrect item, with photographs where useful.

You do not need to give a reason when exercising an eligible consumer cancellation right.

We will provide return instructions and, for voluntary business returns, confirm eligibility and any handling charge.

Please contact us before sending goods back so we can help arrange the correct return process. A consumer’s statutory cancellation does not depend on our approval or the issue of a return reference.

2. Consumer Change-of-Mind Returns

You are a consumer if you are an individual purchasing wholly or mainly for purposes outside your trade, business, craft or profession.

For eligible purchases made online, by telephone or by email, you can cancel without giving a reason.

Cancellation Period

You must tell us that you wish to cancel within 14 days after the day you receive the goods.

Where goods from one order are delivered separately, the cancellation period generally runs from the day after you receive the last item.

Once you notify us, you have a further 14 days to send the goods back.

You can notify us by emailing orders@directchannel.uk.com, sending a clear written statement to our address below or using the optional cancellation form at the end of this page.

Condition of Returned Goods

You may inspect goods as you would reasonably be permitted to in a shop.

Opening ordinary packaging to inspect a product does not automatically remove your cancellation right. Please retain the original packaging where possible and pack returns securely.

Where legally permitted, we may deduct an amount for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. This may include installation, cutting, modification or use beyond reasonable inspection.

We do not charge a blanket restocking or handling fee for statutory consumer cancellations.

Return Costs

For change-of-mind cancellations, you pay the direct return cost where we informed you of this responsibility before purchase.

Long, heavy or palletised products may require specialist transport. Where goods cannot normally be returned by post, we must provide applicable return-cost information before purchase. If we did not provide the legally required information, we will not require you to bear those costs.

Please contact us if you need help identifying a suitable return method.

Refunds

We refund the price paid for the returned goods, subject only to any deduction permitted by law.

If you cancel an entire eligible order, we also refund the standard outbound delivery charge. If you selected a more expensive delivery option, we refund only the amount equivalent to our least expensive standard delivery option.

For partial returns, any refund of outbound delivery charges depends on the circumstances and applicable rights.

We make cancellation refunds without undue delay and within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever happens first.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

3. Custom-Cut and Bespoke Products

The statutory consumer change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised.

This may include:

• Strut channel cut to your requested measurements.
• Threaded rod cut to your requested measurements.
• Bespoke fabricated assemblies made to your specification.
• Other genuinely personalised or custom-manufactured products.

A standard product is not automatically excluded simply because it is described as “special order”, “made to order” or purchased in bulk. The exception depends on the nature of the goods and the applicable law.

Please check measurements and specifications carefully before ordering.

These exceptions do not remove your rights if goods are faulty, damaged, incorrectly supplied or not as described.

4. Business Change-of-Mind Returns

You are a business customer if you purchase for purposes relating to your trade, business, craft or profession.

Returns of correctly supplied business orders are discretionary and require our agreement.

Return Requests

Please request a return within seven days of receiving your order by emailing orders@directchannel.uk.com.

Accepted returns must normally be:

• Unused and uninstalled.
• Unopened and in their original packaging.
• Complete and in resaleable condition.

Handling Charges and Transport

A handling charge of 20–40% of the value of the returned goods may apply. We will confirm the applicable charge before you return anything.

Unless otherwise agreed, you are responsible for arranging and paying for return transport. Original delivery charges are normally not refunded for voluntary business returns.

Products Normally Excluded

Unless we agree otherwise, we do not accept voluntary business returns of:

• Custom-cut products.
• Bespoke or fabricated goods.
• Special-order items.
• Bulk quantities.
• Opened packs.
• Goods that are used, modified or not in resaleable condition.

These restrictions apply to change-of-mind business returns. Claims relating to faulty, incorrect or misdescribed goods are assessed separately under the contract and applicable law.

Once an agreed business return has been received and inspected, we will confirm the refund amount and process it without undue delay.

5. Faulty, Damaged or Incorrect Goods

Please email orders@directchannel.uk.com if goods:

• Arrive damaged.
• Are faulty.
• Do not match their description.
• Differ from the products or quantities ordered.

Include your order number, details of the problem and photographs where useful.

Please retain damaged packaging where possible, as it may help us investigate. Photographs and original packaging are helpful but are not conditions that automatically determine statutory consumer rights.

Where we are responsible for supplying faulty, damaged or incorrect goods, we cover reasonable necessary return costs. Contact us so we can agree suitable collection or return arrangements.

Consumer Remedies

Consumers generally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery, subject to the applicable legal rules.

After that period, you may be entitled to repair or replacement. If this is unsuccessful, unavailable or not provided within a reasonable time and without significant inconvenience, further rights may include a price reduction or final rejection.

The appropriate remedy depends on the circumstances and applicable law. Rights may continue beyond a commercial warranty period.

Where a refund is due following a valid rejection, we provide it without undue delay and within 14 days of agreeing that you are entitled to it.

Business Claims

For business purchases, we investigate the issue and provide the remedy required by the contract and applicable law.

6. Missing Items and Delivery Problems

Please check parcel quantities and visible condition when delivery takes place, where reasonably possible.

If something is missing or visibly damaged:

• Tell the driver and ask them to record the discrepancy.
• Do not confirm receipt of parcels you have not received.
• Contact orders@directchannel.uk.com as soon as possible.

We ask you to report visible damage or missing items preferably within 24 hours to help us investigate promptly.

Reporting later than 24 hours, or signing for a delivery, does not automatically remove your statutory rights.

If your order has not arrived by the expected delivery date, contact us so we can investigate with the delivery provider.

7. Cancelling Before Dispatch

To request cancellation before dispatch, email orders@directchannel.uk.com as soon as possible, quoting your order number.

We will try to stop dispatch, but we cannot guarantee that your request will reach the warehouse before the goods leave.

If an eligible consumer order has already been dispatched, your statutory cancellation rights still apply.

For business orders and products excluded from statutory change-of-mind cancellation, cancellation requires our agreement. We will explain any charges for work already completed or costs incurred.

8. Packing and Sending Returns

Please pack goods securely and use a transport service suitable for their size, length and weight.

Include your order number and any return reference we have provided inside the package. Keep proof of posting or collection.

Please do not send long or heavy goods using a service that does not accept their dimensions or weight.

Our return address is:

Returns Department
Direct Channel Support Systems Limited
Units 34 & 35, Bridge Road
Great Bridge Industrial Estate
Great Bridge, Tipton
West Midlands
DY4 0HR

Please contact us before delivering returns in person so we can confirm receiving arrangements.

9. Purchases Made in Person

For goods purchased through a contract concluded in person, there is generally no automatic statutory right to return correctly supplied goods simply because you change your mind. Any voluntary return requires our agreement.

Your rights concerning faulty or misdescribed goods remain unaffected.

Collecting an order from our warehouse does not, by itself, remove cancellation rights where the contract was concluded through an eligible distance purchase.

10. Optional Consumer Cancellation Form

You may use this form to cancel an eligible distance purchase. You do not have to use it; any clear statement of cancellation is sufficient.

To: Direct Channel Support Systems Limited, Units 34 & 35, Bridge Road, Great Bridge Industrial Estate, Great Bridge, Tipton, West Midlands, DY4 0HR
Email: orders@directchannel.uk.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:
Order number, if available:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date:

Delete as appropriate.

11. Contact Us

Cancellations, returns and refunds: orders@directchannel.uk.com
Telephone: 0121 270 8507

Please quote your order number when contacting us so we can locate your purchase.