We'll get back to you within 48 hours to authorise the return.
You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
Once we've received the product back we’ll check it over and then contact you with the next steps.
If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.
Please contact us immediately on 01 255 2070 to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.
For our large appliances delivered by a 2 man team we offer an unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required, this speeds up the process for us to send a replacement.
Please check your new item as soon as it arrives, you should report any damage or missing items as soon as possible. Even if you’re waiting for a kitchen fitter or storing your items we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without talking to us first as you may cause further damage.
How to report a damaged product:
Log into our returns portal to create a return request or give us a call
Upload any pictures of the damage via the return portal
We will respond to you within 48 hours to inform you of the next steps
My new product is faulty
We’ll sort it for you.
It’s worth noting that all our new products come with at least 12 months warranty. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action.
How to return a product to us: Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.
If you're an existing customer and you'd like to chat to us about your current order, you can find a local rate phone number on your order confirmation email. This is usually free to call from most landlines and mobile packages.
Need to escalate a complaint? Click here for our Complaints Procedure.
WEEE information for the Republic of Ireland
In full compliance with the WEEE Regulations, we will happily take back Waste Electrical and Electronic Equipment where equivalent replacement goods have been purchased from our website. Environmental Management costs, where applicable, will be applied to the retail price of new electrical and electronic. We will accept waste batteries of the type sold by us without purchase at our return centre listed below.
Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries. Each local authority must also accept household WEEE and small batteries free of charge at its recycling facilities. All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.
As Buy it Direct are based in the UK and are distance selling into the Republic of Ireland, it does not make environmental sense for us to recover WEEE back to the UK. Therefore the facility outlined below has been made available for use by our customers in the Republic of Ireland.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Take Back and disposal Instructions
The Waste Electrical and Electronic Equipment Regulations (SI 149 of 2014) and Waste Batteries regulations S.I. No. 349 of 2014 have been put in place to ensure that products are recycled using best available treatment, recovery and recycling techniques to ensure human health and high environmental protection. When you have finished with a WEEE product, please do not put in any of your domestic wheelie bins as it will not be recycled. Please use one of the following disposal options instead: When you purchase a product you may hand the old equivalent product back to the retailer. They should accept it as a requirement under the WEEE Regulations (S.I. No. 149 of 2014). In our case, as we are a distance selling retailer, we have made all of the facilities on the link below available to our customers and will collect the WEEE within 15 days of delivery of the new product. To arrange collection please call us on 01 255 2070. Or you can take the WEEE to your local Civic Amenity Site (consumers only, businesses must call us for collection) and deposit it in the dedicated WEEE and waste battery area.
All of the above options enable the product and the batteries to be treated in accordance with the WEEE Regulations (S.I. No 149 of 2014 and S.I. No 349 of 2014) Waste Electrical and Electronic Equipment (WEEE) and waste batteries must never be placed in any of your household wheelie bins. WEEE is taken back free of charge at the address below on a one-for-one like-for-like basis. There is a bin for small batteries at the address below. Local authority civic amenity facilities also take back WEEE and waste batteries free of charge. WEEE and waste battery recycling is free.
This symbol on products or its packaging means that the product should not be disposed of with your other household waste. It is your responsibility to dispose of your waste equipment separately from the municipal waste stream.
The correct disposal of your end-of-life equipment will help prevent potential negative consequences for the environment and human health.
How to Return Waste Electrical and Electronic Equipment (WEEE) and batteries to Buy it Direct
We will collect and recycle your old appliance for free. To arrange collection of your old appliance please call us after you have received delivery of your new appliance.
You may request collection from the service provider below within 15 days of delivery of your electronic and electrical equipment or you can return the WEEE and waste batteries to the following facility. Please do not post batteries. Please package (clearly marking your sales order reference number of the replacement goods you have purchased on the outside of the packaging) and call 01 255 2070 to arrange the collection. Normal business hours apply.