At Direct Drainage, we want you to shop with confidence. We understand that there may be occasions where you need to return a product, whether you've changed your mind or there is an issue with your order.
Please read the information below carefully before returning any goods.
Returns Address
All authorised returns should be sent to:
Direct Drainage
Unit 10C,
Beechburn Industrial Estate,
Crook,
County Durham,
DL15 8RA
Please ensure all returned goods are sent to the address above. We cannot accept responsibility for items sent to an incorrect address.
Returning an Item
Before returning any goods, please contact our Customer Service team by emailing sales@direct-drainage.co.uk or calling 01388 537050. This allows us to provide the correct return instructions and ensure your return is processed as quickly as possible.
Where applicable, please include your order number and the reason for your return.
Your Consumer Rights
If you are purchasing as a consumer, your rights are protected under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Nothing within this policy affects your statutory consumer rights.
Please note that the cancellation rights outlined below apply to consumer purchases. Business-to-business transactions may be subject to different return conditions.
Cancelling Your Order (Change of Mind)
If you change your mind about your purchase, you have the right to cancel your order within 14 calendar days of receiving your goods.
To exercise this right, you must notify us within the cancellation period by email or telephone.
You then have a further 14 calendar days to return the goods to us.
Returned goods must:
- Be unused and uninstalled.
- Be in a clean, resalable condition.
- Include all accessories, manuals and components.
- Be returned in their original packaging wherever reasonably possible.
You may inspect goods in the same way you would in a retail shop. However, if the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or function, we reserve the right to make a deduction from your refund to reflect any loss in value, where permitted by law.
Unless the goods are faulty or supplied incorrectly, you are responsible for the cost of returning the goods and for ensuring they arrive safely with us.
Refunds
Once your returned goods have been received and inspected, any refund due will be processed to your original payment method.
Where your cancellation is made under the Consumer Contracts Regulations, we will refund:
- The purchase price of the goods.
- The cost of our standard outbound delivery service (where applicable).
Additional delivery upgrades selected at checkout, such as express or next-day delivery, are non-refundable.
Refunds will normally be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned.
Faulty, Damaged or Incorrect Goods
Please inspect your order as soon as reasonably practicable after delivery.
If your goods arrive damaged, faulty or incorrect, please contact us as soon as possible.
Where requested, we may ask you to provide:
- Photographs of the damage or fault.
- Your order number.
- A description of the issue.
Depending on the circumstances, we may:
- Replace the goods.
- Arrange collection.
- Issue a refund where appropriate.
Where goods are confirmed to be faulty or supplied incorrectly, Direct Drainage will cover any reasonable return or collection costs.
Please note that manufacturers may require returned products to be inspected before a warranty claim can be approved.
Items That Cannot Be Returned
Unless faulty or incorrectly supplied, we cannot accept returns of goods that:
- Have been installed, fitted, wired, connected or put into service.
- Have been used, modified or damaged after delivery.
- Have been contaminated through use.
- Have been specially ordered, customised or manufactured specifically for your requirements.
- Are made-to-order or non-stock items where the manufacturer does not permit cancellation.
This does not affect your statutory rights where goods are faulty or not as described.
Electrical Equipment
Electrical products, including pumps, air blowers, motors, control panels and similar equipment, must not have been installed, connected to a power supply or used if being returned because they are no longer required.
Products returned following installation may only be accepted where a genuine manufacturing fault has been identified and may require inspection by either Direct Drainage or the manufacturer before any warranty claim is approved.
Tanks, Treatment Systems & Manufacturer-Direct Products
Certain products, including sewage treatment plants, septic tanks, pump stations, separators, rainwater harvesting systems and other large equipment, are supplied directly from the manufacturer.
These products may be subject to additional return conditions, collection charges or manufacturer-specific return procedures.
Where a product has been installed, excavated, connected or backfilled, it cannot normally be returned unless a manufacturing fault has been confirmed.
Please contact us before ordering if you have any questions regarding the return eligibility of these products.
Exchanges
If you wish to exchange a product for an alternative size or specification, please contact us before returning your goods.
Once the returned goods have been inspected and confirmed to be in a resalable condition, we will arrange the replacement item. Any difference in price, together with any applicable delivery charges, will be payable before dispatch.
Warranty
Many products supplied by Direct Drainage are covered by a manufacturer's warranty.
Warranty claims do not cover:
- Accidental damage.
- Damage during installation.
- Incorrect installation.
- Improper use.
- Negligence.
- Lack of routine maintenance.
- Normal wear and tear.
- Damage caused by misuse or modification.
- Consequential or indirect losses.
* Damage during installation.
Some warranty claims may require products to be returned for inspection before a repair, replacement or refund can be authorised.
Returning Goods Safely
Until goods are received by Direct Drainage, they remain the responsibility of the customer.
We strongly recommend using a tracked and insured delivery service for returned goods, particularly for high-value items.
Please ensure your order number is included within the package to help us process your return without delay.
Contact Us
If you have any questions regarding returns, refunds or warranty claims, our team will be happy to help.
Email: sales@direct-drainage.co.uk
Telephone: 01388 537050
