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Returns

UNWANTED ITEM / CANCEL ITEM

We can take back most items and refund them, but there are exceptions and strict rules governing unwanted goods. You must contact us by e-mailing support@dlmdirect.co.uk within 14 days (consumers) or 2 working days (businesses, trade & resellers) of the items being delivered to your address. Software, CDs, DVDs & Videos, cannot be returned and refunded if their seal has been broken or tampered with. Food and drink cannot be returned and refunded for health & safety reasons. Consumable items cannot be returned if they have been used, or had their seal broken or tampered with.

We must collect the item and the item must be returned whole, with all original packaging and accessories and manuals and must be unused, unmarked and in a totally resaleable "as new" condition.

We will deduct from your refund the cost of the collection which is currently a maximum of £12 (excl vat). We may deduct from your refund the cost of the next day delivery service used to originally ship the item to you or if you paid the original delivery charge it will not be refunded. We may also deduct a handling/restocking fee (up to 25%) from your refund for some items if the supplier of the item charges us a fee for the return of them.

Note that we are unable to accept any item back unless it has previously been arranged and agreed with us in advance. Once arranged, the item will be collected and when checked back into stock and validated, a refund, minus the fees, will be made via your original payment method within 14 days.

 

DAMAGED ITEM

Despite the best intentions, parcels occasionally get damaged in transit. Just contact us by email on support@dlmdirect.co.uk and we will arrange for a replacement to be immediately sent at no extra charge. We will usually need to collect the damaged items from you as well. Please note that you must contact us within 3 working days to allow us to seek compensation from the carrier. Claims made after 3 working days will not be accepted. DLM Direct have the right to request photographic evidence of the item before refunds can processed.

 

MISSING ITEM

Occasionally a parcel will go astray and not arrive at the intended delivery point. Most goods are dispatched on a Next Working Day delivery service so should arrive with you the working day after you placed your order. We will send you an "Order Dispatched" email that has a date that your order is due to arrive with you - so if your delivery has not arrived by the date specified, please contact us at Support@dlmdirect.co.uk so we can investigate with the courier immediately, this must be done within 48 hours of your delivery window. When your delivery has arrived please make sure you check the quantity of products against the order.

 

PRODUCT SWAPPING

DLM Direct do not offer a product swapping service. If you have ordered the wrong item, you must treat the wrong item as Unwanted (see below) and place a new order on the website for the wanted item.

If you have *ANY* issues with your order (including unwanted items), you must contact us by e-mailing support@dlmdirect.co.uk

 

INCORRECT ITEM

Not what you ordered? Check the item against the order you placed, if it doesn’t match or the quantity is different, then it may be down to human error when packing. please contact us within 3 working days so we can get the correct item immediately resent as well as collect the wrongly delivered item.

 

WRONGLY DESCRIBED ITEM

With some 25,000 products available online, we rely on accurate product descriptions and specifications from the suppliers. Sometimes they get them wrong or occasionally they may alter the design of an item without prior notification. If an item is found to be wrongly described, please contact us within 2 working days of receipt so that we can collect the incorrect item from you and then either send you the correct one or refund your purchase.

           

FAULTY ITEM

If the item was faulty on arrival please contact us within 2 working days so that we can arrange collection of the faulty item and send you a replacement. If the item becomes faulty under its warranty period, contact us so we can advise on getting the item repaired or replaced according to the manufacturer's procedures. Please make sure you have followed the operating instructions if supplied with the item. For some items we will need the serial number of the faulty item.