You can track your order through our customer login area. We give up to date information about the status of your order and any tracking information from our couriers. You can log in via the link below or refer to the order confirmation email we sent to you at the time of placing the order.
Click here to go through to Order Tracking. All you need is your Sales Order Number and Email Address.
We understand things can change and you may need to rearrange your delivery after you have already chosen a date. This option is available to you, however we ask that you let us know with at least 3 working days notice.
If you are a consumer based in the UK and not a business or organisation then this section applies to you. If you are a business, please refer to our Commercial Terms where you will find the relevant information for you.
We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, without any fee before the item is despatched.
Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. (Excludes business customers.)
Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.
We cannot stress enough how important it is to check your order on delivery.
Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.
It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.
If you are beginning any big kitchen projects, meaning you won't be opening your new products for a while, we still advise you to check everything on delivery. If this is the case, and any problems are noticed after the 14 day period and the products are still unused, we recommend that you contact us to discuss the situation, and we will advise you as best we can.
You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:
Off Leeds Road
Trident Business Park
Please note that if you have multiple deliveries on one order, the 14 days begins the day after the final delivery for that order.
PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE
Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.
As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.
NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.
In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss your situation.
PLEASE REGISTER YOUR PRODUCT WITHIN 30 DAYS OF DELIVERY.
On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.
All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer's local service centre to confirm this.
Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland.
Faults Occurring Within 30 Days of Receipt: If any of our products develop a fault within the first 30 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item or large TV it is much faster to call the manufacturer direct in the first instance who will arrange for an onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).
Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.
Faults Occurring After 1 year but within manufacturer's warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.
Faults Occurring Outside Manufacturer's warranty period: As an additional service we are able to quote on repairs for some items. This does not affect your statutory rights. Please contact us by eMessage for more details.
Please note a handful of manufacturers include a warranty registration form in the box - don't forget to complete this and send it off within the specified time period. If you have purchased a product for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information.
For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer's warranty. Please call our Sales team or send us an eMessage to enquire about warranty extensions.
These terms do not affect to your statutory rights.
To return your goods to us you first need to call the manufacturer’s helpline and obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction books are poorly written or because the items are complicated to use that a fault is wrongly suspected. This call to the manufacturer’s technical helpline can often resolve the issue and prevent an unnecessary return, saving you time and the returns costs should the product be found to be in full working order. If the manufacturer cannot resolve the problem, ask them for a DOA (Dead on Arrival) returns reference. Once you have this reference number, complete our online return form (RMA) providing details of the DOA number and we will issue you with a returns number by email.
If you have any difficulties obtaining a DOA, please contact us by eMessage before completing an online return form.
When you return goods to us you must:
All goods are tested on return to verify the fault and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you. (NB Software problems are not covered as part of the standard manufacturer's warranty.) If no valid DOA reference is provided with the return and the goods are in working order, you will be charged a £35 inspection fee and the return delivery costs.
Depending on the type of product we will either arrange a courier collection or request that you return the product to us directly. If we arrange a courier collection of your product we will specify a date for collection, however as we are unable to specify exact collection times this will require someone to be present when the courier arrives. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. If we ask you to return the product to us directly, please send it to the returns address at the end of this document.
Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods.
Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.
If any of your purchases from Buy It Direct develop a fault within the warranty period, it's quicker to contact the manufacturer directly to arrange a repair, but we'll be happy to help if you wish to contact us. In most cases the manufacturer will arrange a collection and repair at no extra cost to yourself. It usually takes about 30 days to return your repaired item to you but please note it can take longer depending on the manufacturer and the complexity of the problem.
Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (usually by around 2 weeks). For this reason we recommend you return any faulty products directly to the manufacturer.
If you're purchase is outside of it's warranty period please contact the manufacturer directly to see if they can help repair the product or alternatively contact us to see if we can help you further.
*Your warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded.
These terms do not affect your statutory rights.
To view a list of manufacturers contact details click here.
If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return.
If you have any other queries please send us an eMessage.
Off Leeds Road
Trident Business Park
We hope that your experience of shopping with us has been more than satisfactory - but if there's something you're not happy with, we'd like to hear from you so we can try and put things right.
Contact us straight away
In the first instance, please contact our Customer Service Department as soon as possible.
Telephone number: 0871 984 4418 (calls cost 13ppm plus your network access charge)
If you're an existing customer and you'd like to chat to us about your current order, you can find a local rate phone number on your order confirmation email. This is usually free to call from most landlines and mobile packages.
Emessage: You can also contact us by eMessage. We aim to respond to all eMessages within 4 working hours.
Need to escalate the complaint? Click here for our Complaints Procedure.
Escalating your complaint
If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Group Head of Customer Service.
Head of Customer Service
Trident Business Park
ALTERNATIVE DISPUTE RESOLUTION
If you are still not satisfied with the outcome of your complaint investigation and all avenues have been exhausted then we will contact you either by email or letter giving details of a certified Alternative Dispute Resolution provider and potential next steps.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.
The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
As a Producer under the UK WEEE Regulations, we comply with its Producer Obligations by being registered as a Member of the WEEECare Compliance Scheme and obtaining the WEEE Producer Registration Number – WEE/FB5353ZX
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
For example, if a customer bought a new item from us we would accept their old item back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £19.98 (inc VAT) - this service must be requested at the time of ordering your new item. Any items that we are collecting should be disconnected and ready for collection at the time the new item is delivered. NB We can only remove old refrigerated items if they have been fully defrosted.
Alternatively, there is a network of recycling centres across the UK where consumers and end users of WEEE can also take WEEE free of charge to be discarded, reused and/or recycled. The complete list of locations can be found at: www.recyclenow.com
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.