Refund Policy

At Direct Fastening Ltd, we want every customer to be satisfied with their purchase. If you need a refund, please read the information below to understand how we handle refund requests.

1. Requesting a Refund

To request a refund, please complete our Online Return Form. Once submitted, our team will confirm whether your order qualifies for a refund and provide the return address and instructions (if applicable).

2. Refund Eligibility

Refunds are available in the following cases:

· You cancel your order within 14 days of receiving it (the legal “cooling-off period” for online sales)

· The item is faulty, damaged, or incorrect

· You have returned the item in line with our Returns Policy

To be eligible, items must be:

· Unused and in original packaging

· Returned within 14 days after approval of your return request

· Accompanied by proof of purchase (e.g. order confirmation or invoice)

3. Refund Process

Once we’ve received and inspected your returned item, we’ll notify you by email and confirm your refund. Approved refunds will be processed to your original payment method within 14 days of us receiving the returned goods.

Please note:

· Original delivery charges are non-refundable, unless your entire order was faulty or incorrect.

· You are responsible for return postage unless the item is faulty or incorrect.

· We cannot process refunds for items returned without prior approval.

4. Late or Missing Refunds

If you haven’t received your refund after 14 days:

1. Check your bank or card account again

2. Contact your payment provider — some take time to post refunds

3. If you’ve done both and still have not received your refund, please contact us at sales@directfastening.co.uk

5. Non-Refundable Items

We cannot offer refunds on:

· Special-order or custom-made items

· Products that have been opened, used, or damaged after delivery (unless faulty)

· Items returned without prior authorisation

These exceptions will always be clearly stated on the relevant product pages.

6. Faulty or Incorrect Items

If your item is faulty, damaged, or not what you ordered, please complete the Online Return Form and select the appropriate reason. We’ll cover the cost of return shipping and offer you the choice of a full refund or replacement.

7. Contact Us

If you have questions about your refund, please contact us: sales@directfastening.co.uk Unit 9 Park Lane Business Centre Park Lane, Langham, Colchester, England, CO4 5WR