Effective Date: February 23, 2024
Poly Direct is committed to providing our customers with the very best customer service. We operate a full and fair returns policy. Your rights to return goods are protected under the Consumer Protection (Distance Selling) Regulations 2000 which can be found here
Returns
Should you wish to return any items for a full refund, we will accept any item(s) in unused, unopened or undamaged condition within 14 days of receipt, no returns will be accepted without prior approval and no returns will be accepted beyond 14 days of receipt. It is your responsibility to ensure the safe return of goods at your cost to the sender, the sender should be indicated on your delivery note, if you are unsure please let us know. We do appreciate that some of our items are quite large, and we can offer a collection service for a fee of £10 inc. VAT.
Under no circumstances, should any returns be made to our office address;
1 Peniel Green Rd
Llansamlet, Swansea
SA7 9AP
This is an office address and does not handle stock.
Damaged Items
In the unlikely event that you receive damaged items from us, please notify us by email at returns@poly-direct.com with your order number and photos of the damaged item(s). We ask that you check your goods immediately upon arrival and to notify us within 3 days of delivery to avoid any complications. Once we receive your communication, we are then able to make any claims to our partners that supplied the goods.
Missing Items
Should there be any items missing from your order, you MUST report this to us within 3 days.
Custom (Made to order) Items
For goods that have been custom-made to order, for example cut to size Pipe, PVC, polycarbonate and acrylic sheets we are unable to accept returns.
Cancellations
For cancellations you must e-mail or telephone as soon as possible. Stock items can easily be cancelled but made to order items such as polycarbonate can only be cancelled if they have not already been processed. If it has been processed a cutting charge can be negotiated but a full refund would be very unlikely.
Refunds
Should your order contain items that are out of stock at the time of shipping, we will issue a full refund within 3-5 days and you will receive an email informing you of this from our Customer Service team. For all other refunds, such as returns or damages, once inspected we aim to refund you within 3-5 days of the return & inspection.
Deliveries
YOU MUST EITHER:
- NOT ACCEPT THE GOODS, AND THEY WILL BE RETURNED TO US. REPLACEMENTS OR REFUNDS WILL BE PROCESSED AFTER RETURN & INSPECTION. OR,
- SIGN YOUR NAME AND CLEARLY WRITE THE WORDS – “GOODS RECEIVED DAMAGED,” THIS WILL ALLOW US TO CLAIM FOR ANY DAMAGES FROM THE CARRIER.
Return & Inspection
We will carry out an inspection of all returned items to check for signs of use, wear or damage that would prevent us from reselling the items as new. If the goods are in resalable condition, a full refund will be issued for the cost of the goods.
Faulty Goods and Manufacturer Guarantees
If for some reason your goods are faulty or develop a fault, it’s possible they are covered by a manufacturer guarantee. In the unlikely event of any goods developing a fault within the guarantee period, they may be returned for an immediate replacement or a full refund, whether they have been used or not. “Faults” are defined as manufacturing defects, not those that may be caused by incorrect installation, abuse or fair wear and tear of the equipment. These guarantees are in addition to consumer’s statutory rights.