Returns and cancellations
This page applies when you buy from us as a consumer — that is, for yourself rather than for a business. If you buy on a trade account, see our trade terms instead, where different rules apply.
Your right to cancel
You may cancel your order for any reason, without giving one, within 14 days of the day you (or someone you name) receive the goods.
If your order arrives in several deliveries, the 14 days run from the day you receive the last item.
To cancel, simply tell us before the 14 days are up. You can:
- email [[TO CONFIRM: retail support email address]],
- telephone 07836 794666, or
- use the cancellation form at the end of this page.
You do not have to use the form — any clear statement is enough. We will acknowledge your cancellation by email as soon as we receive it.
Sending the goods back
Once you have told us you are cancelling, send the goods back to us within 14 days.
Return address: [[TO CONFIRM: returns address]]
Who pays for return postage: [[TO CONFIRM: confirm whether the customer or Direct Comfort pays for return postage on a cancellation. If the customer pays, that must be stated here AND before they order, or we have to bear the cost by law.]]
Please keep proof of posting. You are responsible for the goods until they reach us.
Your refund
We refund the full price you paid, including the standard delivery charge you paid when you ordered.
If you chose a more expensive delivery option than our standard one, we refund the standard cost, not the premium.
We refund within 14 days of receiving the goods back, or of you showing us proof that you have sent them — whichever is sooner. The refund goes back to the same payment method you used.
You may handle the goods as you would in a shop. If you handle them more than that and their value drops as a result, we may reduce your refund to reflect it.
Items that cannot be returned once opened
Some products are sealed for health protection or hygiene reasons. Once that seal is broken they cannot be returned, and the 14-day cancellation right no longer applies to them. This is a specific exception in the Consumer Contracts Regulations, not a policy we have chosen.
This applies to:
- eye drops, eye gels, eye ointments and eye wipes
- ear drops and ear sprays
- nasal sprays and nasal douches
- oral and dry mouth products
- creams, ointments and emollients supplied in a sealed container
- any medicine
If the seal is unbroken, you may still return it within the 14 days in the normal way.
This exception does not affect your rights if an item is faulty, damaged, or not what you ordered. Those rights always apply.
If something is faulty, damaged or wrong
Tell us as soon as you can, and in any case within 30 days of delivery, and you can ask for a full refund.
After 30 days, and for up to six months, we will repair or replace the item. If that is not possible, or does not fix the problem, you can ask for a refund.
Nothing on this page affects your legal rights under the Consumer Rights Act 2015.
Please do not send anything back before contacting us — get in touch first and we will tell you what to do, and cover the return postage where the fault is ours.
Short-dated or damaged on arrival
Check your order when it arrives. If anything is damaged, missing, or has less shelf life remaining than [[TO CONFIRM: minimum shelf life guarantee]], tell us within [[TO CONFIRM: timeframe, e.g. 48 hours]] and we will put it right.
Model cancellation form
You do not have to use this form, but you may if you prefer. Complete it and send it to the address or email above.
To: [[TO CONFIRM: registered company legal name]], [[TO CONFIRM: registered address]], [[TO CONFIRM: retail support email address]]
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ______________________
Order reference: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if sending this form on paper): ______________________
Date: ______________________
Questions
Call 07836 794666 or email [[TO CONFIRM: retail support email address]]. A person will answer, and we would rather sort a problem out than have you stuck with it.