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Faulty Goods Returns

RETURNS PROCESS FOR FAULTY GOODS (Up to 28 days)

To return your goods to us you first need to call the manufacturer’s helpline and obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction books are poorly written or because the items are complicated to use that a fault is wrongly suspected. This call to the manufacturer’s technical helpline can often resolve the issue and prevent an unnecessary return, saving you time and the returns costs should the product be found to be in full working order. If the manufacturer cannot resolve the problem, ask them for a DOA (Dead on Arrival) returns reference. Once you have this reference number, log into the Order Tracking System and create a Return providing details of the DOA number and we will issue you with a returns number by email.

If you have any difficulties obtaining a DOA, please contact us by eMessage before beginning the online returns process.

When you return goods to us you must:

  • Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.
  • Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

All goods are tested on return to verify the fault and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you. In some instances we may still offer a refund however return costs, engineers testing fees and restore fees (where applicable) will be deducted. (Note: If you experience software issues you can normally quickly fix these with a downloaded update/fix or system restore and therefore are not covered as part of the standard manufacturer's warranty, each case is different and you may have statutory rights in some instances, call for advice). If no valid DOA reference is provided with the return and the goods are in working order, you will be charged a handling fee and the goods returned to you.

Depending on the type of product we will either arrange a courier collection or request that you return the product to us directly. If we arrange a courier collection of your product we will specify a date for collection, however as we are unable to specify exact collection times this will require someone to be present when the courier arrives. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. If we ask you to return the product to us directly, please send it to the returns address at the end of this document.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS (AFTER 28 DAYS)

If any of your purchases from Buy It Direct develop a fault within the warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange a collection and repair at no extra cost to yourself. It usually takes about 28 days to return your repaired item to you but please note it can take longer depending on the manufacturer and the complexity of the problem.

Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (usually by around 2 weeks). For this reason we recommend you return any faulty products directly to the manufacturer.

*Your warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded

These terms do not affect your statutory rights.

To view a list of manufacturers contact details click here.

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return.

If you have any other queries please send us an eMessage.

Returns Address:
Buy It Direct, Unit A, Trident Business Park, Neptune Way, Leeds Road, Huddersfield, HD2 1UA

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