Returns Policy

Device Direct — Returns, Refunds & Shipping Policy

Last updated: 22 September 2026

This policy explains how returns, refunds, cancellations and delivery work when you purchase from Device Direct.

Nothing in this policy affects your statutory consumer rights.

Returns & Refunds

  1. Your Right to Cancel

If you are a consumer buying goods online, you generally have the right to cancel your purchase within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

You must tell us that you wish to cancel before the cancellation period expires.

To cancel an order, contact:

Email: info@devicedirect.uk
Telephone: +44 7415 913512

Please provide your order number and clearly state that you wish to cancel.

  1. Returning Your Order

After notifying us that you wish to cancel, you generally have a further 14 days to send the goods back to us.

Unless the goods are faulty, damaged, incorrect or otherwise covered by a statutory remedy, you will normally be responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right.

We recommend using a tracked delivery service and keeping proof of postage.

  1. Condition of Returned Goods

Please take reasonable care of products while deciding whether to keep them.

You may handle and inspect goods to the extent reasonably necessary to establish their nature, characteristics and functionality.

Where permitted by law, we may make a deduction from a refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary.

Please return products with all accessories, manuals and other items supplied with them where reasonably possible.

  1. Mobile Phones, Tablets and Other Devices

Before returning a mobile phone, tablet, laptop or other device, you should:

  • Back up your personal information.
  • Sign out of your accounts.
  • Remove passwords and activation locks where applicable.
  • Remove SIM cards and memory cards.
  • Perform a factory reset where appropriate.

You are responsible for ensuring that your personal information has been removed before returning a device.

  1. Refunds

Where you validly cancel an order under the applicable cancellation rules, we will refund the payments due to you in accordance with applicable law.

Where applicable, this includes the cost of standard delivery.

If you selected a more expensive delivery option than our standard delivery option, we are generally only required to refund the amount equivalent to standard delivery.

Where permitted by law, we may withhold reimbursement until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

Refunds will normally be made using the original payment method.

  1. Faulty Goods

If your product is faulty, damaged, not as described or otherwise does not conform to the contract, please contact us.

Your statutory rights may entitle you to a repair, replacement, price reduction or refund depending on the circumstances.

Please contact us before returning a faulty product so that we can provide appropriate instructions.

  1. Damaged on Arrival

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide:

  • Your order number.
  • Photographs of the packaging.
  • Photographs of the damage.
  • Photographs of the product.
  • A description of the problem.

This helps us investigate the issue with the delivery provider and arrange an appropriate remedy.

  1. Incorrect Item

If you receive an item that is different from the item you ordered, please contact us.

We will arrange the appropriate remedy and, where applicable, provide instructions for returning the incorrect item.

  1. Non-Returnable Items

Certain products may be subject to statutory exceptions to the normal cancellation right.

Where an exception applies, we will identify this before or at the time of purchase where required.

Examples may include certain sealed goods that cannot be returned for health or hygiene reasons once unsealed, and certain sealed software products once the seal has been broken, subject to applicable law.

Nothing in this section removes rights you have where goods are faulty or otherwise do not conform to your statutory rights.