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, for 14 days from the day you (or someone you nominate) receives the goods.
To cancel within this period, please notify us by email at sales@decexdirect.com before the 14-day period has expired. You then have a further 14 days to send the goods back to us.
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.
- 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 processed within 14 days of receiving the goods back (or of receiving evidence of return postage, if earlier).
Returns After 14 Days (Up to 30 Days)
All orders are checked before dispatch and securely packaged. As a goodwill extension beyond your statutory rights, we also accept returns within 30 days of receipt.
To be eligible for a return under this extended window, your item must meet the following conditions:
- The item must be unused
- The item must be in its original packaging
- The item must be in a resaleable condition
We reserve the right to refuse a refund or apply a deduction if a returned item is damaged, used, or not in a resaleable condition.
For returns made under this 15–30 day window, delivery charges are non-refundable and return postage is at your own cost, except where the goods are faulty or incorrect.
Refunds
Once we receive your returned item, we will inspect it and notify you that we have received it.
We will then inform you of the approval or rejection of your refund.
If your return is approved, your refund will be 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
If you receive a faulty or incorrect item, please contact us as soon as possible. Where possible, we will offer a replacement first.
All faulty or incorrect items must be returned to us. We recommend using a tracked service or obtaining proof of postage.
If we do not receive the faulty item back, we reserve the right to charge the full replacement cost.
Condition of Returned Faulty Items
Due to Health & Safety requirements, any used faulty items must be returned in a clean condition.
We reserve the right to delay or refuse a refund until the item is returned in an acceptable condition.
How Do I Return an Item?
To request a return, please email:
Please include your order number and reason for return. We will respond with instructions on how to return your item.
Contact Us
If you have any questions about returning an item, please contact us.
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.