Refund policy

We want every job to go right. If something is not right with your order, here is how we put it right.

Your 14 day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to change your mind, for any reason, without giving one. You then have a further 14 days to send the goods back to us.

You are entitled to open the packaging and inspect an item as you would in a shop. If an item has been used beyond simple inspection and its value has been reduced as a result, we may deduct an amount from your refund to reflect that.

To cancel, email us at tom@idealdirect.co.uk with your order number. You do not need to give a reason.

Our 30 day returns policy

On top of your statutory rights, we accept returns for any reason for 30 days from the date you receive your order.

To be eligible under this policy, items should be:

In the condition you received them, unused and undamaged
In their original packaging, with any labels still attached
Accompanied by your order number or proof of purchase

How to start a return

Email us at tom@idealdirect.co.uk with your order number and a short note about why you would like to return the item. We will reply within 2 working days with the return address and the next steps.

Please do not send anything back before contacting us. Items returned without an approved request cannot be processed, and we may not be able to refund them.

You are responsible for return postage unless the item arrived damaged, defective or incorrect. We recommend using a tracked service, because we cannot refund items that do not reach us.

Damaged, defective or incorrect orders

Please check your order as soon as it arrives. If anything is damaged or defective, or you have received the wrong item, contact us at tom@idealdirect.co.uk within 7 days of delivery. A photo helps us sort it out quickly. We will arrange a replacement or a full refund, including any return postage you have paid.

Faulty goods and your statutory rights

Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not:

Within 30 days of delivery you can reject a faulty item and ask for a full refund
Between 30 days and 6 months we will repair or replace a faulty item, and if that is not possible you can claim a refund
For up to 6 years from delivery you may still have a claim if an item was faulty when you received it

These rights sit alongside the returns policy above and are not affected by it.

Items we cannot accept back

Items that have been fitted, installed or used to the point where they can no longer be resold, unless they are faulty
Items returned outside the 30 day window, unless they are faulty
Gift cards

If you are not sure whether your item qualifies, please get in touch before sending anything back.

Exchanges

The quickest way to swap an item is to return the original and place a new order for what you would like instead.

Refunds

Once we have received and inspected your return, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 working days, and in any event within 14 days of us receiving the goods back or of you providing proof that you have sent them. Your bank may take a few extra days to post the refund to your account.

If 15 working days have passed since we approved your refund and you still have not received it, please contact us at tom@idealdirect.co.uk and we will look into it straight away.