Refund policy

Last Updated: October 4, 2026

At Direct Goods, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the return and refund terms below.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be in the original packaging, where applicable.

  • Include any accessories, manuals, or other items that were included with the order.

  • Be accompanied by proof of purchase or your order number.

Items that are returned without meeting these requirements may not be eligible for a refund.

Damaged, Defective, or Incorrect Items

Please contact us as soon as possible if you receive an item that is:

  • Damaged during delivery

  • Defective or faulty

  • Different from the item you ordered

Contact help@direct-goods.shop and include your order number, a description of the issue, and clear photos of the item and packaging where applicable.

We will review the issue and, where appropriate, offer a replacement, refund, or other suitable solution.

Non-Returnable Items

Certain products may not be eligible for return due to their nature, including products that are:

  • Perishable

  • Personalized or custom-made

  • Sealed products that are unsuitable for return for health or hygiene reasons once opened

  • Clearly identified as non-returnable at the time of purchase

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

How to Request a Return

To request a return, email help@direct-goods.shop with:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Reason for the return

  • Photos, if the item is damaged, defective, or incorrect

Please do not send an item back without contacting us first. We will provide instructions on how to proceed with your return.

Return Shipping

For a change-of-mind return, the customer may be responsible for the cost of return shipping unless otherwise stated.

If an item arrives damaged, defective, or incorrect, please contact us before returning it. Where the issue is confirmed to be our responsibility, we will work with you on an appropriate solution, which may include covering reasonable return shipping costs.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process and display the refund in your account.

Exchanges

If you would like to exchange an item, please contact help@direct-goods.shop. Depending on the product and availability, we may be able to arrange a replacement or exchange.

Late or Missing Refunds

If you have been notified that your refund has been issued but you have not received it, first check with your bank or payment provider.

If you still cannot locate the refund, contact us at help@direct-goods.shop and we will assist you.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.

For customers in the United Kingdom, statutory consumer rights continue to apply where applicable. For customers in the United States, applicable state and federal consumer protection laws may also provide additional rights.

Contact Us

If you have questions about returns or refunds, please contact us:

Direct Goods
66 Sudbury Ave
Wembley, HA0 3BE
United Kingdom

Email: help@direct-goods.shop
Website: direct-goods.shop