Returns, Cancellations & Refunds
Data Room Direct supplies products to both business customers and consumers. Different cancellation and return rights apply depending on whether goods are purchased wholly or mainly for business purposes or by an individual consumer.
Nothing in this policy affects statutory rights which cannot legally be excluded or restricted.
Before returning any goods
Please contact Data Room Direct before returning goods and obtain return instructions. Many products are dispatched directly from our manufacturers or distribution partners, so we may require goods to be returned directly to a nominated manufacturer or supplier rather than to Data Room Direct. We will provide the correct return address and any required reference.
Goods returned to an incorrect address without authorisation may cause delays and, where legally permitted, additional carriage or handling costs.
Business & trade customers
These provisions apply where goods are purchased wholly or mainly for a trade, business, craft or profession. Business customers do not have an automatic right to return correctly supplied goods simply because they are no longer required.
Any cancellation or unwanted-goods return is subject to prior written approval by Data Room Direct. Where accepted, goods must normally be unused, complete and in fully resalable condition with original packaging, accessories and instructions. The customer is responsible for return carriage unless agreed otherwise, and goods remain at the customer’s risk until received at the return address we specify.
Where a discretionary business return is accepted, a restocking, handling or supplier return charge of up to 35% of the net product value may be deducted from the credit or refund. The actual charge may vary according to the product and our manufacturer’s or supplier’s return conditions. Original delivery charges are non-refundable unless otherwise agreed or required by law.
Special-order, bespoke & configured products
Unless otherwise required by law, we cannot normally accept cancellation or return of products manufactured or modified to specification; specially sourced for an order; configured, assembled, cut or altered for a particular requirement; supplied in a non-standard colour, size or configuration; or otherwise personalised or made to order.
Customers should check specifications, drawings, colours, dimensions, quantities and product references carefully before approval. Once manufacture, configuration or procurement has commenced, cancellation may not be possible and the customer may remain liable for costs already incurred or, where appropriate, the contract price. This does not affect rights relating to faulty, damaged or incorrectly supplied goods.
Consumer customers – distance orders
If you are an individual purchasing goods wholly or mainly outside your trade, business, craft or profession, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For most distance purchases you may notify us that you wish to cancel within 14 days beginning the day after you, or a person nominated by you, receives the goods. After notifying us, the goods must normally be returned within 14 days.
Please contact us before returning anything so we can provide the correct return address. Because many products are dispatched directly by manufacturers and distributors, you may be instructed to return goods directly to an authorised manufacturer or supplier acting on our behalf.
Unless agreed otherwise, or where the goods are faulty or incorrectly supplied, you will be responsible for the direct cost of returning the goods where the law permits. We recommend an appropriately insured and tracked service.
Condition of consumer returns
You may inspect goods to establish their nature, characteristics and functioning in a similar way to how you might reasonably inspect them in a shop. You are responsible for taking reasonable care of them while in your possession.
If handling goes beyond what is reasonably necessary and reduces the value of the goods, we reserve the right to make an appropriate deduction from the refund for that diminished value where permitted by law. Where possible, please return original packaging, accessories, manuals and other supplied components.
Consumer refunds
Following a valid statutory cancellation, refunds will be made in accordance with applicable consumer law. Where applicable this includes the price paid and the cost of our least expensive standard delivery method. Additional amounts paid for enhanced or expedited delivery need not be refunded beyond the standard delivery cost.
Unless we have offered to collect the goods, we may withhold the refund until we receive the goods back or you provide evidence that they have been returned, whichever occurs first. Refunds will normally be made using the original payment method.
No restocking fee is applied where a consumer exercises a statutory cancellation right. This does not prevent a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to inspect the goods.
Products excluded from consumer cancellation rights
Certain products may be excluded from statutory change-of-mind cancellation rights, including goods made to the consumer’s specifications or clearly personalised. This does not affect rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
Damaged deliveries
Please inspect deliveries as soon as reasonably possible. If packaging or goods appear damaged, record the damage with the carrier where practicable, take photographs and notify Data Room Direct promptly. For large items such as server cabinets, we strongly recommend inspection before signing and recording visible damage on the carrier’s delivery documentation. Signing a delivery note does not remove statutory rights which cannot legally be excluded.
Faulty or incorrect goods
If an item is faulty, damaged or incorrectly supplied, contact Data Room Direct before returning it. We will provide return or inspection instructions and, where appropriate, arrange repair, replacement, refund or another remedy in accordance with the contract and applicable statutory rights. Do not independently return faulty products to a manufacturer unless instructed by Data Room Direct.
Return authorisation
When requesting a return, please provide your name or company name, Data Room Direct order or invoice number, product and quantity, reason for return and photographs where relevant. We will confirm the next steps and correct return address.
Contact
Data Room Direct
Email: info@dataroomdirect.com
Telephone: 0800 852 1010
