Returns Policy

We want you to be entirely happy with your purchase from Direct365.  If you decide that the products are unsuitable for any reason you may cancel your order, subject to our terms and conditions, prior to shipping or within 14 days of delivery.  Notification of cancellation must be in writing, either by email to adminsupport@direct365.co.uk, or by letter which requires a signature on delivery, to Direct365, Oasis Business Park, Parkside Place, Skelmersdale WN8 9RD.  Any other form of notification will not be valid.

We are primarily a Business to Business supplier. For all business transactions The Sale of Goods Act 1979 applies.  If you are purchasing products for domestic use with delivery to your home address The Consumer Contracts (Distance Selling) Regulations 2013 will also apply.  In either case the cost of collecting the item(s) to be returned will be borne by the customer.

Upon receipt of your written cancellation request you will be issued with a short returns form, by email, on which to provide details of your order and the reason for returning the item(s).   Unless the goods are faulty, the returns form must be completed and returned to Direct365 within the 14 days notification of return period.  On completion of the returns form you will be provided with a returns number to be quoted on all returns correspondence.  We will then arrange for the goods to be collected by our courier.  The goods must be in their original packaging, unused, suitable for resale and suitably packed to ensure their safe return.  The customer must make the goods available at the collection time.  The customer will be charged for any unsuccessful visits by the courier where the goods are not available for collection.  We will not provide refunds, or accept returns of any goods which are returned independently, or liability for any goods received at our premises, where our returns procedure has not been followed.

Where goods are returned for reasons other than loss, damage or error on the part of Direct365, a re-stocking fee* of 20% of the cost of the goods, to cover handling and administration, will be charged and the customer will be liable for the return costs which will be deducted from the refund.  Return collection charges will be £7.25 plus VAT unless the item was subject to a higher initial delivery charge for despatch, whereby the higher charge will also be applied when returning the item.  Original shipping costs will not be refunded to the customer.* Refunds will be made within 14 days and by the same method as the original payment was made.

Please Note:  Due to the nature of the products, defibrillators and made to order products are excluded from our returns policy.  Defibrillator pads & batteries will usually be subject to a 7 day returns period.  However, this will not affect your legal rights in relation to products that are faulty or not as described.

*Except where The Consumer Contracts (Distance Selling) Regulations 2013 apply

Damaged Goods

Customers are expected to examine the goods on receipt and report any damages or shortages straight away. For damaged/faulty goods please notify us, preferably by email adminsupport@direct365.co.uk or telephone 0808 252 2821, and we will forward a returns form for more information. Please complete the returns form as soon as possible and return it to us. We will begin to look into the problem straight away.

All products, with the exception of consumables, supplied by Direct365 carry a 12 months minimum guarantee, some have up to 10 Years Guarantee. Please see the description of the item for the exact length of guarantee offered for individual products.

We will always try to help with any issues you have with products that you have purchased from Direct365, even if they are outside of the guarantee, but we are often restricted by suppliers as to exactly what help we can offer. If you need any help with any of our products, please don’t hesitate to call us.