Returns
SHIPPING:
- All prices on our website are exclusive of delivery charges.
- Once you have ordered your products the shipping price is calculated.
- All shipping costs are based on a sliding scale according to the total value (£) of your order.
- If paying by cheque payable to: “Direct Sales Limited” once it has cleared our bank (usually 5 working days) we will dispatch your order.
- If paying by Credit Card this will show up on your statement as Direct Sales Limited.
- Pay Pal is the quickest method of payment.
- All orders are processed immediately and dispatched in plain packaging within 24 hours subject to stock availability. Delivery will be made by Royal Mail. Please see delivery times at the checkout.
- However if an item is out of stock, delivery will normally be made within 7 days, but please allow 14 days.
- Non delivery: If no one is there to receive the parcel a card will be left saying where you can collect it or it can be re-delivered. Parcels are held at the Post Office for 7 days. If collecting, proof of identity is required, either a drivers license or a relevant bill showing your name and address.
RETURNS:
PLEASE NOTE THAT RETURNS ARE COSTLY SO PLEASE CHOOSE YOUR PURCHASE CAREFULLY!
- If you are not totally satisfied with your purchase for any reason, you have the right to cancel your order within 30 days from the day after you receive the goods, for credit, refund (excluding Postage and Packing) or exchange.
- Credit/Debit card refunds are usually made within 48 hours days of cancellation.
- We recommend cancellation/amendment notice is given by calling us on +44 (0) 1392 209 863 Monday – Friday 10.00am – 5pm (UK Time) as soon as possible. Alternatively notice may be given by e-mail. Please give as much information as possible when notifying us, e.g. order number, name & address and a contact telephone number so we may call you should any queries arise.
- You will be wholly responsible for the cost of return delivery or collection, and safe return of the goods.
- Ensure you get a proof of posting from the Post Office when returning an item to us and we recommend you use a Recorded Delivery Service. Values over £50 must be returned by Royal Mail Special Delivery or a similar service.
- Willy Kit will not be responsible for products lost in the post when being returned.
- It is your responsibility to return purchases in pristine condition in its unopened original packaging where possible, UNUSED and received in ‘as sold‘ condition along with the receipt (in accordance to the Distance Selling Regulations 2000).
- Returns must be made to the following address:
Direct Sales Limited
RETURNS DEPARTMENT
Staddon House
4 Staddon Close
Honeylands
Exeter
Devon
EX4 8QY
- Returns sent to any other address will not be accepted.
- Where goods are received back incomplete or in a damaged or used condition you will be charged the cost of restoring the goods to a saleable condition.
- If you do not return goods within 7 days after we have been informed that you intend to cancel your order, we reserve the right to arrange collection of the item and to charge you for such collection.
- Broken / Faulty Goods
In the unlikely event that you wish to return a product purchased from us due to a manufacturing fault, please note that the customer will be offered either a replacement, or a full refund (including return postage by Recorded Delivery or Special Delivery), for any goods found to be faulty when delivered. Faulty goods must be rejected within 30 days from the day after you receive the goods, for a full refund or replacement. We will require full details of the order date and Customer Shopper ID number. Each item must be returned in its original packaging where possible, unused and received in ‘as sold’ condition, with the product code clearly marked. Please keep proof of posting when returning products. - Errors
In the unlikely event of us supplying your order incorrectly in any way, customers must contact us immediately providing full details of the order date and invoice number and we will endeavour to correct the situation immediately. - For full details of how to return please call our Customer Service Department on +44 (0) 1392 209 863 (Calls charged at Standard Phone Charges. This is not a Premium Rate Service).
COMPAINTS Procedure:
We are committed to providing excellent customer service. Every effort is made to ensure that your shopping experience with us is efficient and professional. However, there may be times when things go wrong i.e if we have:
- Sent you damaged/faulty goods
- Sent you the wrong items
- Incorrectly processed your order
- Delayed sending your order
Please contact Customer Service Department: +44 (0) 1392 209 863 (Calls charged at Standard Phone Charges. This is not a Premium Rate Service). We will endeavour reply within 48 hours and resolve the problem within 30 days.