Returns & Refunds

Changing your mind about an online order

For qualifying online consumer purchases, you can cancel without giving a reason. Tell us before the end of 14 days starting the day after you, or someone you nominate, receives the goods. For one order delivered in separate lots, the period normally starts after the last lot arrives. You can also cancel before dispatch.

Send a clear cancellation statement to support@thedirectlink.co.uk, telephone us on +44 (0) 7717 712627, or write to Direct Link at Unit 8, 85 Caldmore Road, Walsall, WS1 3NR, United Kingdom. Keep evidence of when you sent it. The optional form below can help, but you do not have to use it or wait for approval to exercise your right to cancel.

Send goods back without undue delay and within 14 days after telling us. You pay the direct return postage for a change-of-mind cancellation where we told you this before purchase. This is separate from faulty-item returns, for which we pay reasonable necessary return costs.

Opening an ordinary electronics box does not automatically remove cancellation rights. Specific legal exceptions can apply, including genuinely personalised goods or sealed audio, video recordings or computer software once unsealed. We will identify an applicable exception before purchase; it does not remove faulty-goods rights.

Faulty, not as described or not fit for purpose

Used goods must still meet the legal standards of satisfactory quality, fitness for an agreed purpose and description, taking account of their age, price, condition and disclosed defects. Discounted products have the same statutory protections.

• Usually within 30 days of delivery: if goods fail those standards, you normally have a short-term right to reject them for a refund. You do not have to accept a repair instead. Special rules apply if you agree to a repair or replacement during this period.
• After the initial period: you can normally request repair or replacement, subject to feasibility and proportionate cost. It must be free, within a reasonable time and without significant inconvenience. If it fails, is unavailable or is not provided as required, a price reduction or final rejection may be available.
• First six months: for repair, replacement or final rejection, a fault is generally presumed to have existed at delivery unless we show otherwise, or that presumption is incompatible with the goods or fault. After that, you may need to show the fault was present at delivery.

A 30-day commercial warranty is not a deadline for statutory claims. Contact us even if that warranty has expired. We cover reasonable necessary costs of returning faulty or misdescribed goods; ask us for a suitable return method.

Preparing and sending a return

• Contact us for practical return instructions and a suitable service. This helps us identify the parcel but does not make your statutory cancellation dependent on our authorisation.
• Unless we supply another return address, use Direct Link, Unit 8, 85 Caldmore Road, Walsall, WS1 3NR, United Kingdom. Include your name and order number, or other evidence of purchase.
• Return the same unit and the supplied components relevant to your return. We may compare serial numbers, IMEI and condition with dispatch records.
• Back up and erase personal data where possible; sign out of Apple, Google and other accounts and remove activation locks. Remove SIM and memory cards. Do not send us passwords.
• If a fault prevents data removal or account sign-out, tell us so we can discuss a safe approach. This does not automatically remove your rights.
• Use secure protective packaging and retain proof of posting. Original retail packaging is helpful but is not a blanket condition of a statutory return.
• Do not post a swollen, leaking, overheating or otherwise damaged battery using an ordinary postal service. Stop using or charging the device and contact us for safe return guidance.

Refunds, checks and permitted deductions

Change of mind: we refund without undue delay, within 14 days of receiving the returned goods or evidence you sent them back, whichever is earlier. If no goods were supplied, or we offer to collect them, the applicable deadline runs from your cancellation notice. For a full cancellation, the refund includes any standard outbound delivery charge you paid; the extra cost of an upgraded service need not be refunded.

Refunds use the original payment method unless you expressly agree otherwise, with no refund, cancellation or restocking fee. We cannot replace a statutory refund with store credit unless you agree.

We may make a lawful, evidence-based deduction for loss in value caused by handling beyond what is reasonably necessary to establish the goods’ nature, characteristics and function. We will explain any deduction. Normal inspection does not justify one, and no diminished-value deduction applies where the legally required cancellation information was not provided.

Faulty goods: where rejection and a refund are due, we refund without undue delay and within 14 days of agreeing entitlement. The short-term right to reject does not carry a deduction for use. For these electronics, a deduction for use on final rejection is generally only possible after six months, where the law permits it.

We may investigate a different unit being returned, missing components or new damage. Any decision must reflect the evidence and your legal rights; inspection does not suspend statutory refund deadlines.

Optional cancellation form

Use this only if you wish to cancel. Copy it into an email or print and post it; any other clear cancellation statement is equally valid.