Customer Services

Ordered the wrong item? Or not happy with the product? Simply contact us within 14 days from the day after delivery to return your order.

1. Log into our returns portal to create a return request
2. We’ll get back to you within 48 hours to authorise the return.
3. You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
4. Once we’ve received the product back we’ll check it over and then contact you with the next steps.

If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.

Some items bought online or by mail order cannot be returned because you change your mind. These include: Digital downloads, CDs, DVDs or software if the seal is broken on the wrapping, tailor-made or personalised goods, headphones.

Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.

Please contact us immediately on 0330 041 2271 to report any damage.

It’s rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.

How to report a damaged product:

1. Log into our returns portal to create a return request
2. Upload any pictures of the damage via the return portal
3. We will respond to you within 48 hours to inform you of the next steps

We’ll sort it for you.

It’s worth noting that all our new products come with at least 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number.

How to return a product to us:

Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.

1. Log into our returns portal to create a return request
2. We’ll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
3. Once we’ve received the product back we’ll check it over and then contact you with the next steps.

When your card makes a payment, your money is reserved in real-time. Your bank displays this as a ‘pending’ or ‘pre authorised’ payment and assigns it for specific goods. Next, there’s a ‘post authorised’ check, and your money lands in our account. Altogether, this process can take up to three working days. When we do a refund, it’s the same process in reverse. We’ll tell your bank that we’d like to send a refund; there’ll be a pre and post-authorisation check, and your refund is issued within three working days.

Need to escalate a complaint? Click here for our Complaints Procedure.

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 appliance from us we would accept their old appliance 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 appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances 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.

Click here to see the WEEE information for the Republic of Ireland

Recycling is one way we help the environment. We dispose of used batteries separately from other waste, using our takeback, collection and recycling facilities. We have a collection point at each of our premises that supply batteries for small electrical items. We keep a comprehensive record of our batteries’ collection, recovery, and new life. We carefully manage where our batteries go, using a well-established partner Ecobat to control the collection of end-of-life batteries. For more information on battery recycling, go to recycleyourelectricals.org.uk.

PSTI Statement

All our relevant connectable products comply with The Product Security and Telecommunications Infrastructure (Security Requirements for Relevant Connectable Products) Regulations 2023. Recognising the potential for security risks in any connected product, we have established a Vulnerability Disclosure and Management Policy to address these concerns effectively. Manufacturers of relevant connected products will usually provide details of their policies and support durations on their websites. In cases where we have responsibility as the manufacturer or importer, details of the support period can be found here.

Reporting a vulnerability

We encourage the responsible reporting of any security vulnerabilities in our products. This includes issues in internet-connected devices, associated mobile applications, and any service that interacts with our devices. Reports can be submitted via our designated PSTI email address TiSecurity@buyitdirect.co.uk

When reporting a vulnerability we ask that you:

• Provide a clear and concise description of the vulnerability, including the details of:
  • The product affected, if possible including its serial number.
  • The app used including its software version (if applicable).
• Include steps to reproduce the vulnerability or proof-of-concept code if available
• Do not disclose the vulnerability publicly or to third parties until we have had an opportunity to address it.

We aim to acknowledge receipt of all vulnerability reports as soon as possible, but no later than 5 working days from its submission. We will then work closely with the reporter to understand the nature of the issue identified, and once confirmed develop a plan for its resolution.

We aim to resolve any reported vulnerabilities within 90 days from the acknowledgment of the report. This includes deploying updates to affected products and implementing measures to mitigate the risk of future vulnerabilities. In cases where immediate resolution is not feasible, we will take appropriate temporary measures to mitigate the risks posed by the vulnerability to our customers and their data.