• Return & Refund Policy

Return & Refund Policy


Delivery Policy

Please note that goods are despatched on Monday to Friday only.

We will normally despatch your goods on the same working day, provided that your order is received, verified & payment is authorized before 1.30pm.  The goods become your property as soon as they are dispatched to you.

Orders placed after the above Cut-off time or on a Saturday, Sunday or Bank Holiday will be processed & despatched on the next working day.

Estimated delivery times are indicated against each product (usually 2-3 working days). Whilst we do our utmost to maintain these timescales, there may be occasions when circumstances beyond our control cause delays. If we become aware of anything that may affect your delivery, we will inform you through the email address supplied.

If your address is difficult to find, you should make your comments in the “Additional comments” box at the check-out option screen.

We will advise you, when your consignment has been dispatched. If you do not receive your goods, within the period as detailed below, you must inform us.

We use national carriers to deliver the goods, the carrier will require a valid signature on delivery, and it is buyer’s responsibility to be available to accept the delivery.

Our couriers operate between 8am and 5.30pm Monday to Friday. In order to prevent fraud, we do however reserve the right to deliver the goods to the address to which your credit card is registered.

You are strongly advised to make sure that correct numbers of boxes are being delivered, before signing delivery documents. If the goods are damaged or incomplete on delivery you must note this on carriers’ delivery sheet immediately and notify us within 3 days in writing, by email.

We are currently only able to despatch to UK addresses.

Deliveries to the following areas typically take 3 days longer than the stated delivery period: Isle of Wight, Channel Islands, Northern Ireland, Scottish Highlands, Scottish Islands, Isles of Scilly, Isle Of Man.

Scottish Highlands includes postcodes:

AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50.

Scottish Islands includes postcodes:

HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3.


Return Of Goods Policy

We have a no hassle 14 day returns policy and aim to process your return within 2 working days of it arriving on our premises.

All returns for a refund must be organised within 14 days of receiving your order.

All returns for an exchange must be organised within 28 days of placing your order.

Items must be returned in ‘as new’ condition (unused & complete with their original packaging and tags).

If an exchange is required for an item of higher value, the new item will be dispatched upon payment of the price difference.

You will be required to organise, and pay for the return of goods to A-Z Direct Ltd.

Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for refund until such time that the above conditions are met. This does not affect your statutory rights and is in compliance with the relevant UK laws.

You are not liable for any postage costs if you were supplied the wrong item or if the item is faulty. Full postage fees are applicable to all other returns. You remain responsible for arranging and paying for the return of goods to A-Z Direct Ltd.

If, in accordance with our return of goods policy, you are not liable for postage costs then we will refund the amount paid to return the item(s) to us to the value of the original charge for delivery. You will not be charged postage fees for an exchange.


Returns Procedure

Verify that your return meets the criteria in the Return of Goods Policy above.

If you require an exchange for a different product, please check online that the product you require is available.

If the exchange is for higher priced goods, payment of the difference is required before the goods can be despatched, for lower priced goods, a refund will be made and the goods will be despatched immediately.

Return the item(s) to the address shown below.

Please return your invoice (or a copy of it) with brief written instructions for refund or exchange. If you do not have your invoice, please include the following details:

  • Your full name, address and postcode
  • Your order reference (if known)
  • Email address/Contact Number

Once the returned goods have been received, checked and verified, your account will be credited, or exchange completed as necessary.

For your safety it is recommended you use a ‘signed for’ delivery service, we are not liable for any packages lost in the post.

Returns Address

 A-Z Direct Ltd

Unit 2, Drury Industrial Estate, Laxcon Close, London, NW10 0TG.

If goods are returned due to being faulty, a full refund, replacement or exchange will be available upon confirmation of the fault, plus the cost of postage and packing (equal to the original postage and packing cost incurred by A-Z Direct Ltd, unless proof of postage cost is supplied). We are not responsible for any consequential costs or losses.



All refunds will be made only to the original card used for the purchase. Please allow up to 14 days for the refund to credit your account.


Cancellation Rights

According to UK distance selling regulations you have the right to cancel your order within 14 calendar days without giving a reason. The 14 days start from when the goods are delivered.