RETURNS

The satisfaction of our customers is important to us. Please contact us within 14 days of delivery if you decide you are not happy with the product(s) .However, please ensure you contact SPLDIRECT before returning the item(s). Goods must be in their original packaging and in a condition which allows them to be resold.

Damaged Product

Please contact us as soon as possible if you receive an item in a damaged condition. It is essential that this is noted at the time of delivery and signed for as such. Then, please contact us with 24 hours of the delivery. If the goods are signed for as ‘unexamined’ or ‘unchecked’ then the carriers will refuse to assume any liability, so please do not do this.

Please contact us by phone or email and we will be happy to resolve the issue. Sending us a photo of the damage would also help expedite the process and would be greatly appreciated.

It is important not to report any damaged product through the online feedback tool, as this takes too long to process and will not allow us to resolve your issue promptly, which is our number one priority.

We regret that business transactions will incur a 20% restocking charge, and you must return the goods at your own cost, in an unused condition in the original packaging.

We can only accept returns that arrive in an ‘as new’ condition and the subsequent refund may take up 7 days to arrive in your bank account.

Unfortunately, the above policy does not apply to made-to-order products which cannot be returned. If in doubt please ask, we are happy to respond to any queries you may have.

We mainly supply to other businesses and the Sale of Goods Act 1979 applies to all business transactions.

If you are purchasing an item for home use and are having it delivered to your home address then Consumer Protection (Distance Selling) Regulations will also apply. If you decide you no longer want the goods we deliver to you then we can offer you; a refund, a credit note to the value of the item, or a replacement of the goods, subject to the following conditions: you inform us of your request for a refund, either by calling 0203 916 5500 or emailing sales@spldirect.co.uk, within 14 days of delivery. Also, once we confirm the refund to you, you must send us the item at your own expense, and the item must be received by us in original, undamaged packaging (except for reasonable wear and tear) and as new condition. Also the goods must not have been personalised or made uniquely for you.

We always strive to help our customers, even beyond normal warranties, but sometimes this may not be possible due to the requirements of the factories and other restrictions that are beyond our direct control. We stand ready to help, so please contact us if you have any queries and we will endeavour to resolve them.