Return of faulty or damaged items
You should visit the step by step guide on our website for full guidance on how you should do this. To help us process returning goods, we would be grateful if you could supply details of your order number, name, date of order and goods return authorisation code (provided by customer services). If the item is returned without a goods return authorisation code we will be unable to offer an exchange.
You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Direct Health and Beauty will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.
Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene.
All returns are evaluated before being processed.
Faulty items will be accepted up to the manufacturer's warranty terms. This does not affect your statutory rights.
If you refuse delivery due to an item being damaged, you should refuse delivery and notify of this within 7 working days as stated above. If you are unaware of the damage in transit, the 7 day period still applies however once this has expired, any return is solely within Direct Health and Beauty’s discretion.
It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a saleable condition upon return.
You may return damaged or faulty item(s) within 30 days of receipt of them. If an item is later deemed to be faulty, normal warranty conditions for that product apply. It is the recipient's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer.
Once we receive the returned items at our warehouse, you should allow a further 14 days for a replacement to be re-sent.
If you are not available to receive your items and they are returned to us we will charge £10 (or 10% if the order is over £100) restocking fee if you decide not to have the items re-delivered.
If you return an item without prior approval and authorisation, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge and £15 administration fee.
Any refunds due back to you under conditions 3.1 -3.2, will be refunded via the same means as when the order was placed and by no other methods.