Refund policy

If you are not entirely satisfied with your purchase, we're here to help.

Your Right to Cancel (First 14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason, without needing to give a reason. This right begins when you place your order and ends 14 days after the day you (or someone you nominate) receives the goods. Where your order is delivered in more than one consignment, this period ends 14 days after the day you receive the last item.

To cancel, you must tell us clearly that you wish to do so before the 14-day period expires. The easiest way is to email us at sales@decexdirect.com, but you may use any clear statement, including our contact form or a letter to our registered address. You may also use the model cancellation form set out at the end of this policy, though you are not required to. You then have a further 14 days from telling us to send the goods back.

If you cancel under this right:

• We will refund the price you paid for the goods, plus the cost of standard delivery (if you chose a more expensive delivery option, we will only refund the cost of our standard delivery service).
• You are responsible for the cost of returning the goods to us, unless the item is faulty, incorrect, or was damaged in transit.
• Where goods cannot normally be returned by post because of their size or weight, you remain responsible for the cost of return. We estimate this cost will not exceed £50. Alternatively, we can arrange collection on your behalf and deduct the actual cost from your refund; we will confirm this cost to you before collection is booked.
• We may make a deduction from your refund if the goods have been used or handled beyond what is reasonable to check them, as you would in a shop.
• We may withhold your refund until we have received the goods back, or you have provided evidence that you have sent them back, whichever is sooner.

Your refund will be issued within 14 days of receiving the goods back, or of receiving evidence of return postage if earlier, using the same payment method you used to pay.

Exceptions to the Right to Cancel

The 14-day right to cancel does not apply to:

• Sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery
• Goods which are liable to deteriorate or expire rapidly
• Goods made to your specification or clearly personalised
• Sealed audio, video or software media, once unsealed

Returns After 14 Days (Days 15 to 30)

All orders are checked before dispatch and securely packaged. As a goodwill extension beyond your statutory rights, we also accept returns received between 15 and 30 days of receipt.

To be eligible for a return under this extended window, your item must:

• Be unused
• Be in its original packaging
• Be in a resaleable condition

Returns under this window are at our discretion. We reserve the right to refuse a refund, or to apply a deduction, if a returned item is damaged, used, or not in a resaleable condition. Delivery charges are non-refundable and return postage is at your own cost. This goodwill window does not affect your statutory rights, including your rights in respect of faulty or incorrect goods.

Refunds

Once we receive your returned item, we will inspect it and notify you that we have received it.

Where your return is made under the goodwill window above, we will then inform you whether it has been accepted.

Approved refunds are processed back to the original payment method.

Please allow 5–10 working days for the refund to appear in your account after processing.

Faulty or Incorrect Items

Your rights in respect of faulty, incorrect or misdescribed goods are set out in the Consumer Rights Act 2015 and are separate from the cancellation and goodwill rights above.

If you receive a faulty or incorrect item, please contact us as soon as possible. Where possible, we may be able to offer a replacement if you would prefer one.

We will cover the cost of returning faulty, damaged or incorrect items. We will provide return instructions and, where appropriate, a prepaid label. If you arrange return yourself, please use a tracked service or obtain proof of postage and we will reimburse the cost.

Where we send a replacement before the original item has been returned, we ask that you return the original within 14 days. If it is not returned within a reasonable period, we reserve the right to invoice you for the replacement.

Condition of Returned Faulty Items

For health and safety reasons, used faulty items must be returned in a reasonably clean condition. We may delay processing a refund or replacement until the item is returned in an acceptable condition.

Business Customers

The cancellation rights set out above apply to consumers. Where you are buying in the course of a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 do not apply, and returns are subject to our agreement in writing.

How Do I Return an Item?

To request a return, please email sales@decexdirect.com with your order number and the reason for return. We will respond with instructions on how to return your item.

Please contact us before sending anything back. Our returns address is:

CLD Trading Limited
Suite 212, Unit 2, Northlight House
Pendle Road
Brierfield
Lancashire
BB9 5FL

Contact Us

If you have any questions about returning an item, please email sales@decexdirect.com.

Model Cancellation Form

You do not have to use this form, but you may if you wish. Complete and return it to us only if you wish to cancel your order.

To: CLD Trading Limited trading as Decex Direct, Suite 212, Unit 2, Northlight House, Pendle Road, Brierfield, Lancashire, BB9 5FL. Email: sales@decexdirect.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:

Product Information Disclaimer

Because of continuous product development, manufacturers may, without notice, alter product labels, packaging, and contents.

While CLD Trading Limited endeavours to ensure all information presented is accurate, product images are for illustrative purposes only and the item supplied may vary slightly from the image shown. This does not affect your statutory rights.