RETURNS & REFUNDS POLICY
1. OVERVIEW
This Returns & Refunds Policy applies to all purchases made from Housefix Direct Ltd, whether by retail customers or trade/business customers.
This policy explains how returns, refunds, and claims are handled across all order types.
Nothing in this policy affects your statutory rights where applicable.
2. INSPECTION OF GOODS
All customers are required to inspect goods as soon as reasonably possible after delivery or collection.
Any issues relating to:
- damage
- incorrect items
- missing goods
should be reported promptly so they can be investigated and resolved.
3. RETAIL CUSTOMERS
If you are a retail customer, you have the legal right to cancel your order within 14 days of receiving your goods.
After notifying us of cancellation, you have a further 14 days to return the goods.
To qualify for a full refund:
- goods must be unused
- goods must be in original packaging
- goods must be in a resalable condition
- all components and accessories must be included
Return postage costs are your responsibility unless the item is faulty or incorrect.
We may reduce refunds where goods show signs of use beyond what is necessary to inspect them.
4. TRADE CUSTOMERS
Trade customers do not have statutory cancellation rights.
Returns from trade customers are accepted strictly at our discretion and must be pre-authorised before goods are returned.
Where returns are approved:
- goods must meet standard return condition requirements
- restocking or handling fees may apply
- refunds or credits are issued at our discretion
Trade customers accept that returns are a commercial arrangement and not an automatic entitlement.
5. TRADE CUSTOMERS DELIVERY CHECK
Trade customers must check all goods immediately upon delivery or collection.
Any issues relating to:
- missing items
- incorrect goods
- delivery shortages
must be reported within 24 hours of receipt.
After this 24-hour period:
- goods are deemed fully accepted
- delivery is deemed complete and correct
- we may not be able to investigate or resolve claims
This requirement exists due to the commercial nature of trade supply, where goods are expected to be checked upon receipt at site, depot, or warehouse.
6. FAULTY OR INCORRECT GOODS
If goods are faulty, damaged, or incorrect, you are entitled to a remedy in line with your legal rights.
Depending on the situation, we may offer:
- a replacement
- a repair
- a refund
We may request photographs or further information to assess the issue.
Where appropriate, we may arrange collection or provide return instructions.
7. RETURNS CONDITIONS
To be eligible for return unless faulty, goods must be:
- unused and in original condition
- in original packaging where applicable
- complete with all accessories and components
Goods that do not meet these requirements may be rejected or refunded at a reduced value.
8. NON RETURNABLE ITEMS
Unless faulty, the following items cannot be returned:
- bespoke or made to order goods
- cut, mixed or altered materials
- installed or partially installed items
- sealed hygiene or safety items once opened
- clearance or end of line items where stated at purchase
9. RETURNS PROCESS
All returns must be authorised by us before being sent back.
Once authorised:
- goods must be securely packaged
- return instructions must be followed
- proof of purchase must be included
We are not responsible for items lost or damaged during return transit due to inadequate packaging.
10. REFUNDS
Refunds will be processed using the original payment method unless otherwise agreed.
Refunds may be reduced where:
- goods are not in resaleable condition
- packaging is missing or damaged
- items are incomplete or used
Refunds are processed after inspection of returned goods.
11. DELIVERY CHARGES
Delivery charges are non refundable unless:
- goods are faulty, or
- the entire order is cancelled under applicable consumer cancellation rights
12. MANUFACTURER WARRANTIES
Some products may include a manufacturer’s warranty.
These warranties are provided by the manufacturer and are separate from this Returns Policy.
We are not responsible for:
- warranty approvals or refusals
- repair timelines
- manufacturer processes
13. RIGHT TO REFUSE RETURNS
We reserve the right to refuse returns where:
- return conditions are not met
- goods are not resaleable
- misuse or damage is suspected
- policy abuse is identified
14. POLICY ABUSE
We may restrict or refuse future orders where we identify repeated or unreasonable return behaviour.
15. CONTACT US
Housefix Direct Ltd
Unit 7 Anderson Road
Woodford Green
IG8 8ET
United Kingdom
Email: contact@housefixdirect.com