Returns policy
This policy applies to trade orders. If you bought from us as a consumer, your statutory cancellation and refund rights are set out on our returns and cancellations page instead.
Please check your order on arrival
Inspect your delivery as soon as it arrives, and check it against your order confirmation.
Shortages and damaged goods
If anything is missing, incorrect, or arrives damaged, report it to us within 48 hours of delivery:
- Email orders@directcomfort.co.uk with your order number and details (photos help, where relevant), or
- Call Edward Spencer, your account manager, on 07836 794666.
We'll arrange a replacement or refund for the affected items.
Faulty products
If a product is faulty, contact us as above. We will replace the item or refund the price paid, at your choice, once we've confirmed the fault.
Correctly supplied products
Because we supply medical and hygiene products, we're not able to accept returns of goods that have been correctly supplied, once delivered — for example if you've simply changed your mind or ordered more than you need. This does not affect your rights in relation to faulty or damaged goods as set out above.
How refunds are processed
Approved refunds are issued to the original payment method, or credited to your account, within [[TO CONFIRM: timeframe, e.g. 5 working days]] of approval.
Full terms
This policy should be read alongside our Terms & Conditions of Sale.
Contact
Edward Spencer, Account Manager 07836 794666 orders@directcomfort.co.uk