April 3, 2019

Return & Refund Policy


We offer home delivery to every UK postcode (excluding Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man, Northern Ireland or the Republic of Ireland). Delivery will normally be made through our sister company, Expert Logistics Limited. Expert has a phenomenal delivery success rate that we are very proud of and a will to deliver that we cannot fault. For smaller items we will sometimes use a third-party delivery company who also provide a fantastic service. Please note that deliveries coming from different warehouses may not be delivered together.

The products we deliver are often big and heavy items to lift, so there will be certain occasions when we may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver; it is your responsibility to ensure access to your property.  In situations where we cannot gain access, we may be able to offer delivery to the nearest point possible e.g. your garage, so you can make arrangements to get the product in to your property. If we believe successful re-delivery is viable when you have taken the necessary measures, we will attempt another delivery however we reserve the right to not re-attempt delivery; in this case we will always give you a full refund.

If products are paid for by credit/debit card, we will deliver to the billing address of the card used to make payment. All products paid for by PayPal will be delivered to your confirmed PayPal address. If you want your item delivered to a different address, please let us know prior to making payment.

Delivery Limitations

Occasionally something will happen out of our control that closes roads, like floods, snow or other adverse weather conditions or things like sporting events which result in closed roads. In these circumstances we’ll block any affected dates out of the checkout delivery calendar. If you’ve already selected your delivery date and you’re affected, we’ll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but we can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.

Unfortunately, on the rare occasions where a delivery is unsuccessful, we’re not liable for costs incurred. This might include things like a third-party engineer or food deliveries.

There are various delivery options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your order.


If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 10:00am – 5:00pm on weekdays (excluding public holidays), 11:00am – 4:00pm on Saturdays and Closed on Sundays.

Collection is only available to customers who have paid online via PayPal and collection can only be made by the customer who made the purchase online. You must bring photographic ID with you at the time of collection. We do not allow any third-party collections.

Age Restrictions

Any product that has a PEGI (Pan-European Games Information) rating will be labelled on its product page. If you are purchasing a PEGI rated product, you confirm that you are eligible to receive and view the content of the title you’ve ordered. If you’re buying a PEGI rated product for someone else, you confirm that they are of the appropriate age to receive and view the content of the title you’ve ordered. Please note that we reserve the right to refuse to sell PEGI rated products if we reasonably believe that a customer is under the minimum appropriate age.


If you’re not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 14 days of delivery or collection to receive a refund. We’re happy for you to unpack the appliance and have a proper look at it. However, if you have used the product or had it installed, we may not be able to sell it to someone else. This means that where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. If you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of our collection or your return of the product.

To cancel a product please call 01204 531 234 Monday to Friday 10:00am – 5:00pm. The product must be returned using the same method you used when purchasing the product (for example, if you collected the product from our store, it must be returned to our store), unless agreed otherwise with us. When we are to collect the cancelled product from you, we’ll collect your product free of charge within a reasonable time from when you cancel and on a day that suits you. We’ll also refund you the cost of delivery. You will receive an estimated timeslot of your collection and must be at the chosen address for the driver to receive the goods from you. Orders placed for next day delivery cannot be cancelled before delivery.

If Products are Faulty

If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality electricals, but sometimes things do go wrong. Here’s how we’ll fix it…

It’s important to us to supply products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. To the extent that the products have any cosmetic damage, this will be displayed on the photos of that product on our website.

As a customer, it’s your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act 2015. 

We’ll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.

  1. If a fault is confirmed within 30 days of delivery, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced.
  2. If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), just let us know and you can choose whether you’d like us to either repair or replace it for you.
  • In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a repair or replacement to fix the issue, but not the choice of either.
  • If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
  1. If you find a fault 6 months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned in point 2.

Manufacturers are best placed to help you deal with manufacturer faults. Sometimes we’ll ask you to get in touch with them to resolve the issue. We can even put you straight through to them on our phone system to make it easier for you

You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

Unless otherwise indicated on the product information, the manufacturers will supply a warranty in addition to your rights set out above. In most cases you’ll receive a 1 year warranty covering all parts and labour. In some cases, it may be extended to up to 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team.

We will supply a ‘return to base’ warranty with some of our products. If any product subject to this warranty develops a fault and you want to enforce your ‘return to base’ warranty please call us on 01204 531 234 Monday to Friday 10:00am – 5:00pm, or email at sales@elekdirect.co.uk. This is in addition to your statutory rights.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

Things Beyond Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:

  • Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
  • Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or
  • Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
  • Impossibility of the use of public or private telecommunications networks.

Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.

Our Liability to You

Here at ElekDirect, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.

 Should an issue arise with a cooling appliance, due to a fault on our part, we can secure up to £50 for food loss or for the damage of secondary items (which excludes the appliance itself).

If your computing product, mobile phone or games console develops a fault which causes it to lose saved data, we can’t accept liability for that loss.

If for any reason your computing product, mobile phone or games console needs to be sent back to us or the manufacturer, it will be restored to factory settings and data will be lost. Games consoles will also have any digital games removed, which can be downloaded again from your Playstation Plus, Xbox Live or Nintendo account when your console is returned. As we can’t accept liability for any data loss, we recommend you regularly back up your data to a remote or external data storage.

As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.

We do not exclude liability for the following heads of loss:

  • Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
  • Fraud or fraudulent misrepresentation.
  • Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
  • Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples).
  • Defective products under the Consumer Protection Act 1987.