Terms & Conditions

These Terms & Conditions apply to purchases from Direct Channel Support Systems Limited (“Direct Channel”, “we”, “us” or “our”) through directchannel.uk.com, or otherwise where these terms are incorporated into the order.

Please read these terms before placing an order.

1. Business and Consumer Customers

Some provisions differ depending on whether you purchase as a business or a consumer.

A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

A business customer purchases for purposes relating to their trade, business, craft or profession.

Nothing in these terms excludes or restricts rights or liabilities that cannot legally be excluded or restricted.

2. Orders and Acceptance

Our website listings and quotations invite customers to place orders.

An automated order acknowledgement confirms that we have received your order. It does not, by itself, constitute acceptance.

We accept an order when we expressly confirm acceptance or dispatch the goods, whichever happens first.

Before acceptance, we may decline an order because of stock availability, an identified pricing error, delivery restrictions or other reasonable grounds. If we decline an order after receiving payment, we will refund the payment promptly.

If we identify an error or availability issue, we will contact you where appropriate to discuss the available options. Changes to an accepted order require agreement or another lawful basis.

3. Prices and Payment

All transactions are processed in British Pounds Sterling (GBP).

Product prices are displayed with their applicable VAT information. Delivery charges and the total amount payable are shown before you complete your online purchase.

Payment methods available for your order are displayed at checkout. These may include payment cards, PayPal, Apple Pay, Google Pay and bank transfer.

Unless we have agreed credit terms in writing, payment must clear before goods are dispatched or released for collection.

For approved credit accounts, the payment terms agreed in writing apply.

If a pricing error is discovered before acceptance, we may offer you the opportunity to order at the correct price or cancel the order and receive a refund.

4. Delivery

Delivery options, charges and estimated timescales are explained on our Delivery Information page and, where applicable, at checkout.

Delivery estimates are not guaranteed unless we expressly agree a guaranteed delivery service in writing. This does not affect any statutory rights relating to delivery.

Overlength, heavy, palletised and bespoke orders may require additional processing or specialist transport. Please consider both processing time and delivery time when planning your order.

For consumer purchases, unless another delivery period is agreed, we will deliver without undue delay and within 30 days of the contract being made.

Please contact us before ordering if delivery by a particular date is essential.

Delivery Addresses and Access

You are responsible for providing accurate delivery details and advising us of access restrictions or unloading requirements.

Please ensure that a suitable person is available to receive the goods at the agreed delivery location.

Heavy, palletised and overlength goods may require suitable unloading facilities. Tell us about any restrictions before dispatch so we can discuss an appropriate arrangement.

If delivery fails because of an incorrect address, unavailable access or another matter within your control, we may charge reasonable additional delivery or storage costs. We will explain these costs before making further arrangements.

5. Checking Deliveries and Reporting Problems

Please check the number of parcels and the visible condition of the goods when they arrive, where reasonably possible.

If parcels are missing or visibly damaged:

• Tell the driver and ask them to record the discrepancy.
• Do not confirm receipt of parcels you have not received.
• Take photographs of damaged goods and packaging where possible.
• Contact orders@directchannel.uk.com with your order number and details.

Please report visible damage or missing items as soon as possible, preferably within 24 hours. This helps us investigate and deal with the courier promptly.

Failure to report within 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, please contact us so we can investigate. You do not automatically lose your rights by failing to contact us within five days of ordering.

For building-site deliveries, please nominate an authorised recipient and arrange secure storage after delivery.

6. Risk and Ownership

Consumer Purchases

Goods remain at our risk until they come into your physical possession or the possession of a person you identify to receive them.

If you independently commission a carrier that we have not offered as a delivery option, risk passes when we hand the goods to that carrier.

Business Purchases

Unless otherwise agreed in writing, risk passes when the goods are delivered to the agreed delivery location or collected by you or your independently appointed carrier.

Ownership

Ownership of the goods passes to you when we receive full payment for those goods.

Any rights we exercise in relation to unpaid goods remain subject to applicable law.

7. Order Cancellations

To request cancellation, email orders@directchannel.uk.com, quoting your order number.

Please contact us as soon as possible if you want to stop dispatch. We cannot guarantee that a cancellation request will reach our warehouse before an order leaves.

Dispatch does not remove a consumer’s statutory cancellation rights. If an eligible order has already been dispatched, the returns process will apply.

Business order cancellations are subject to our agreement. Any reasonable charges for work already completed or costs incurred will be explained when we respond to your request.

8. Returns and Refunds

Please read our Returns & Refunds Policy, which forms part of these terms.

Consumer Purchases

For eligible distance purchases, consumers generally have 14 days after receiving the goods to notify us of cancellation, followed by a further 14 days to return them.

Exceptions may apply to goods genuinely made to your specifications or clearly personalised, including qualifying custom-cut products. These exceptions do not remove rights concerning faulty or misdescribed goods.

We do not apply a blanket handling or restocking fee to statutory consumer cancellations.

Consumers may inspect goods as they would reasonably be permitted to in a shop. Where legally permitted, a deduction may be made for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

For cancellation of an entire eligible order, we refund the standard outbound delivery charge. Any additional amount paid for a premium delivery service is not refundable under the statutory cancellation rules.

For change-of-mind returns, you are responsible for the direct return cost where this responsibility was disclosed before purchase. For goods that cannot normally be returned by post, applicable return-cost information must also be provided before purchase.

Cancellation refunds are made without undue delay and within 14 days of being informed of cancellation. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier.

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

Business Purchases

Change-of-mind returns of correctly supplied business orders require our agreement.

Please request a return within seven days of receipt. Accepted returns must normally be unused, unopened and in resaleable condition.

A handling charge of 20–40% may apply to an agreed business return. We will confirm the applicable charge before you return the goods.

Unless otherwise agreed, the business customer is responsible for arranging and paying for the return of correctly supplied goods.

Bespoke goods, fabricated products, special orders, bulk quantities and opened packs are normally excluded from voluntary business returns unless we agree otherwise.

These conditions concern change-of-mind business returns and do not determine claims for faulty, incorrect or misdescribed goods.

9. Faulty, Damaged or Incorrect Goods

Contact orders@directchannel.uk.com if goods appear faulty, arrive damaged, differ from your order or do not match their description.

Please provide your order number, a description of the issue and photographs where useful. We may need to inspect the goods to assess the problem.

For consumer purchases, we will provide the remedy required by applicable consumer law. This may include rejection and refund, repair, replacement or a price reduction, depending on the circumstances.

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

Any commercial warranty is additional to statutory consumer rights.

10. Product Information and Suitability

We aim to keep product descriptions, dimensions, materials and technical information accurate.

Images may be illustrative. Any applicable manufacturing tolerances or variations should be considered alongside the stated product specification.

Contact us before ordering if you need confirmation of compatibility, dimensions, loading information or suitability for a particular application.

Products must be selected, installed and used in accordance with relevant instructions, standards and the requirements of the installation.

For specialist applications, including continuous vibration, fatigue loading, chemical exposure or thermal cycling, obtain appropriate technical advice.

Nothing in this section excludes statutory requirements that consumer goods must be of satisfactory quality, fit for a particular purpose where applicable, and as described.

11. Liability

Nothing in these terms excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any other liability that cannot legally be excluded or limited.

Consumer Purchases

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill.

We do not exclude or restrict statutory consumer rights through a general liability cap or disclaimer.

Business Purchases

Subject to liabilities that cannot legally be excluded and to the extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business or business interruption.

Subject to the same qualifications, our total liability arising from an order is limited to the amount paid or payable for the goods concerned.

12. Events Outside Our Reasonable Control

Events outside our reasonable control may affect supply or delivery. These may include severe weather, transport disruption, industrial action or material shortages.

If such an event affects your order, we will contact you and take reasonable steps to reduce its impact.

Where a substantial delay occurs, we will explain the available options, including cancellation and refund where required by law or agreed with you.

13. Overdue Business Accounts

For business customers, if payment is overdue or a material breach occurs, we may suspend further supply after giving appropriate notice.

Where applicable law permits, we may terminate outstanding business orders following insolvency or an unresolved material breach.

These provisions do not remove any rights or obligations that apply under insolvency law or other applicable legislation.

14. Payment Security and Privacy

Online payments are handled through the payment services available at checkout.

Please do not send full payment card details by email or through website enquiry forms.

For information about how we handle personal information, please read our Privacy Policy.

Cookie consent is managed through Cookiebot.

15. Intellectual Property

Website text, images, graphics, drawings and other materials are owned by Direct Channel or used with permission from their respective owners.

Brand names, trademarks and logos belong to their respective owners.

You may view and use website information for legitimate purchasing and product-selection purposes. Reproduction or commercial reuse requires permission from the relevant rights holder unless otherwise permitted by law.

To report suspected misuse of our materials, contact sales@directchannel.uk.com.

16. Governing Law and Disputes

These terms are governed by the laws of England and Wales.

For business customers, the courts of England and Wales have exclusive jurisdiction.

For consumers, this does not remove mandatory protections available under the law of their place of residence or any right to bring proceedings in their local courts where applicable.

17. Contact Us

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

Telephone: 0121 270 8507
Sales enquiries: sales@directchannel.uk.com
Orders, cancellations, deliveries and returns: orders@directchannel.uk.com

18. Download Terms & Conditions

Download a PDF copy of our Terms & Conditions of Sale.

Download Terms & Conditions (PDF)