PowerDirect.co.uk

Change or cancel an order

In most circumstances it’s not possible to make changes to your order once you have placed it. If you would like to add additional products to your order, simply place a new order for these items.

If you need to make changes to your delivery address or delivery instructions, please contact our Customer Services team on08444 818 820 quoting your order number. Unfortunately we are unable to make any changes once the goods have been dispatched.

If you have simply changed your mind, you can cancel an order before the goods have been dispatched. Simply contact our Customer Services team on 08444 818 820 quoting your order number. We will be happy to discuss the cancellation with you and discuss any suitable alternatives and/or refund.

If your order has already been dispatched or delivered, you will need to follow our Returns Policy set out below.

Returns Policy

Damaged or Incorrect Items

Please inspect your goods immediately upon delivery. If your item has been damaged in transit or you have received an incorrect product or have items missing from your order, you must notify our Customer Service Team within 2 working days from delivery by completing our online Returns Application Form and following our returns procedure listed below. After 2 working days from delivery, you will have deemed to have accepted the goods as delivered and we are unable to authorise a return.

Please retain the original box and packaging as you will need to re-pack the item as new for returning. We will arrange collection of the damaged or incorrect item and send out a replacement at our cost once we have received the item and confirmed the problem.

Damaged or Incorrect goods must be returned to us within 28 days from delivery for an exchange. We are unable to accept any items back after that period – goods returned after 28 days will be returned back to you with the cost of carriage charged to your account.

This policy excludes large items (major domestic appliances and televisions above 32”) – see below for more details.

Faulty Items (within 14 days from delivery)

You have the right to return a faulty or defective item within a reasonable period of time for an exchange. Please retain all packaging and keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please complete our online Returns Application form and follow our returns procedures listed below.

Please retain the original box and packaging as you will need to re-pack the item as new for returning. We will arrange collection of the faulty item and send out a replacement at our cost once we have received the item back and confirmed the problem.

Please see our Faults and Repairs section for further information regarding returns and repairs.

This policy excludes large items (major domestic appliances and televisions above 32”) – see below for more details.

Faulty Items (after 14 days from delivery)

You will need to contact the manufacturer’s directly to arrange repair or service under warranty. Please visit our Faults and Repairs section for further details.

Unwanted Goods

We want you to be completely happy with your purchase – thus at PowerDirect.co.uk, all purchases you make are covered by our 7-day returns policy subject to the terms and conditions listed below.

If you change your mind once goods have been dispatched or have been delivered, we will be happy to refund the price paid for the goods or exchange your purchase or offer a credit as long as it’s unopened and still in its original packaging. This option is available for 7 working days after delivery.

If you have opened your goods to inspect them, the goods must be in an “as new” condition and re-packaged as new in their original, undamaged packaging along with all accessories, manuals, leads, batteries and any free gifts received with them. The product must not be used or installed or had any data inputted.

Whilst the goods are in your possession, you must take reasonable care of them and must not use them.

Unless faulty or damaged, we cannot cancel an order for a refund or an exchange:

• On personalised or made to measure products
• On unsealed CDs, DVDs, Memory Cards and other recording media, software or video and games.
• On any personal hygiene products such as toothbrushes and shavers.
• Special Order items where you have been notified that the goods have been specifically ordered for you from our suppliers.
• After 7 working days from delivery unless goods are deemed to be faulty.
• Working days means all days other than Saturday, Sunday and public holidays.
• You will be responsible for the safe return of your items including carriage and transit costs.
• Goods must be returned within 28 working days from delivery. Goods received after that will incur a minimum re-stocking charge of 25% of the price paid.
• Goods returned with labels stuck on the manufacturer’s box will be rejected.
• This Returns Policy excludes items purchased using our “Click and Collect” services where the normal in-store terms and conditions apply. However, we will accept goods back within 7 days from delivery for a refund or an exchange provided they are unopened and “as new” subject to a minimum re-stocking charge of 25% of the price of goods paid.

Important Notes

We are unable to accept your unwanted items for a full refund or an exchange or credit:

• If you have damaged the original box and packaging.
• If the product and the packaging is not in “as new” pristine condition.
• If you have used your equipment in any way.
• If there are missing items from your return.
• If we do not receive your return within 28 days from delivery.
• If any seals or shrinkwrap are not intact.

For your protection, we recommend that you use recorded-delivery service or a reputable parcel carrier like Parcelforce which is available at most post office counters.

Under our 7-days returns policy for unwanted goods, Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error or if the item is damaged or defective.

Returns Procedure

If you wish to return any unwanted items under the terms of our 7-day Returns Policy, or wish to return a damaged or incorrect product, please follow the procedure below.

• You must complete our online Returns Authorisation Form in all instances. You can access it by clicking here.
• Once we have agreed your return in principle, we will email you a RETURNS AUTHORISATION document along with instructions on how and where to return your item.
• Print the Return Authorisation and prepare your package for return – you must include a copy of the Returns Authorisation document along with a copy of your invoice or proof of purchase.
• Ensure the goods are complete and as new in their original box and packaging – you must include all accessories, leads, batteries, manuals and any other free items provided with your order.
• To protect the original box and packaging – please ensure that you pack the goods in a secure outer packaging. Outer packaging material and boxes are available from most stationary suppliers
• You must not stick any labels or any other material on to the original product box and packaging.
• Once goods are securely packed and ready, please return them to:
  
  PowerDirect.co.uk
  Returns Department
  Power Electrical Superstore
  Buy Well Shopping Centre
  Thorp Arch Trading Estate
  Wetherby
  LS23 7FE

Important Notes

We will contact you upon return of your product to arrange a replacement, refund or credit subject to the terms and conditions of our Returns Policy.

Please do not return any items back to us without having completed an online Returns Authorisation Form. Unauthorised returns received back will be returned back to you and the cost of carriage charged to your account.

The above Returns Policy and Procedures excludes large items – for these see below.

Large Items

Special rules apply to the return of large electrical items delivered via specialist couriers. For the purpose of this returns policy, “large items” means any item which 25kg or heavier, a widescreen TV larger than 32”, or any large item as was delivered to you via a specialist courier i.e. any delivery service other than a national parcel carrier.

Damaged and Incorrect Items

As part of our standard service for the delivery of “large items”, the courier would have unpacked the item on delivery and asked you to sign a delivery slip to confirm you have received the correct item and checked for any damage in transit. If you have asked the courier to leave the goods unpacked, you will have done so at your own risk.

We are unable to accept returns or claims for damages or incorrect or missing items under these circumstances.

Large Faulty Items (within 14 days from delivery)

If the item is defective, please contact our Customer Support Centre on 08719 115 100 – we will arrange for our specialist repair service to contact you to discuss the fault and if necessary arrange a service callout to your product. If your item is found to be faulty and cannot be repaired within a reasonable period of time, we will at our discretion arrange to replace the item.

For faults arising after 14 days from delivery, please refer to our Faults and Repairs section for further information on how you can arrange a repair under warranty.

Large Unwanted Items

If you wish to return any large item under our 7-day Returns Policy, the item must be unopened in its original pristine condition and include the original packaging, manuals and accessories.

Simply complete our online Returns Authorisation Form and submit it to us. You can either make your own arrangements to return the goods back to us or alternatively we can make arrangements to collect your goods at your cost – we will be happy to quote on request.

Typical cost of collection of large items from mainland UK addresses:

Refunds Policy

This section describes how we calculate refunds for faulty/damaged or un-wanted goods returned back to us.

When you send your item back to us, we will process and inspect the returned item and then notify you via email of your refund and any cancellation or re-stocking charges. You can expect a refund in the same form of payment originally used for purchase (normally credit or debit card) within 3 weeks of us receiving back your return. If it does not appear on your bank or credit card statement within 4 weeks of the return, please contact our Customer Service Team on 08444 818 820.

For a full refund of the value of the goods, the items returned must be in pristine condition in their original box and packaging including all accessories and manuals and any free gifts provided with the order. Missing and incomplete items will incur re-stocking charges as indicated in the appropriate sections below.

Items returned because they are faulty

If you are returning an item under our Returns Policy which is faulty within 14 days from delivery – we will either exchange the item for you or offer you a full refund less any initial delivery charges. This is subject to the goods being returned complete in their original box and packaging including all accessories and manuals.

We inspect all items returned for the fault quoted. Faulty items returned which are consequently found to be “not faulty” and working to the manufacturer’s specifications will be either

• Returned back to you and the cost of delivery charged to your account.
• Or alternatively we can offer you a refund (excluding delivery charge) subject to a re-stocking fee of 25% of the price paid for the goods.
  • Goods must be received back within 14 days from delivery. Any returns after this period will be sent back to you and the cost of delivery charged to your account.
  • We are unable to accept any claims for damages, incorrect goods or missing components and accessories unless we have been notified within 2 working days from delivery.
  • We will deduct the cost of any missing accessories or components – so please ensure you return your item complete and as new back to us.

We will deduct the cost of any missing accessories, manuals or components from your refund – so please ensure you return the goods back complete and as new.

Items returned because they are damaged or incorrect

If you are returning an item under our returns Policy which has been reported to us as damaged or incorrect within 2 working days from delivery – we will either exchange the item for you or offer a full refund less any initial delivery charges. This is subject to the goods being returned complete in their original box and packaging including all accessories and manuals.

Items returned within our 7-day Returns Policy

If you are returning an unwanted item under our 7-day Returns Policy – we will offer a full refund (less any initial delivery charge) subject to the goods being returned complete in their original box and packaging including all accessories and manuals.

The goods must be in an “as new” condition and must not have been used. If the goods are not “as new” in their original box and packaging, we reserve the right to either return the goods back to you and charge you a re-delivery fee or deduct a re-stocking fee from your refund which will be a minimum of 25% of the value of the goods.

You are responsible for the cost of returning the goods to us. In certain cases, we can make arrangements for their collection from your home subject to the following minimum collection charges below:

Missing and Incomplete Returns

If you are returning an item for a refund or an exchange for a different product, the returned item must be as new in its original box and packaging and must include all accessories, leads, manuals etc. The box and packaging must be undamaged and you are advised to use an outer carton to protect the package.

Any missing accessories will be charged as follows and deducted from your refund: