Delivery, Returns, Refunds and Cancellation Policy

 

At a glance

If you are purchasing as a Home User, you may have a 14-day cancellation right for eligible goods purchased online, subject to the exclusions explained in this policy. If an item is faulty, damaged or not as described, please contact us and we will work with you to repair, replace or refund it where appropriate.

 

If you are purchasing as a Business Customer, most orders are treated as final once accepted, particularly for special-order or supplier-sourced products. If we agree to a return, supplier approval, restocking charges or handling charges may apply.

 

Delivery times shown on the website are estimates unless we expressly confirm otherwise. Please inspect goods promptly on arrival and report shortages, visible damage or other delivery issues as soon as possible.

 

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About this policy

This policy explains how delivery, returns, refunds and cancellations are handled for purchases made from LCOM Ltd, trading as Tek Direkt.

It applies to all purchases made through tekdirekt.uk, but some rights and return conditions differ depending on whether you are purchasing as a Home User (consumer) or a Business Customer.

Nothing in this policy limits or excludes any rights that cannot legally be excluded under applicable law.

 

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Customer types

For the purposes of this policy, customers are classified as follows.

 

Home Users

A Home User is an individual acting wholly or mainly outside their trade, business, craft or profession.

 

Business Customers

A Business Customer includes companies, partnerships, sole traders, public bodies, charities, institutions, or any individual acting wholly or mainly for business, professional or organisational purposes.

 

Where different terms apply to Home Users and Business Customers, this is explained below.

 

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Basis of supply

Tek Direkt works with authorised distributors, suppliers and fulfilment partners to source and deliver a wide range of technology products. Because some products are sourced directly from suppliers or ordered specifically for customers, availability, lead times, warranties and return rights may vary depending on the product and supplier involved. As a result, product availability, lead times, pricing, warranties and return rights may be subject to supplier or manufacturer terms.

 

Some products are supplied on a non-cancellable and non-returnable basis, and certain products may be sourced specifically to order, configured to customer requirements, or fulfilled directly by suppliers.

 

We reserve the right to pass through supplier-imposed costs, charges, restrictions and conditions where applicable. By placing an order as a Business Customer, you acknowledge and agree that approved returns may be subject to supplier conditions, restocking charges, handling fees or other return-related costs.

 

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Customer responsibility

You are responsible for ensuring that the products you order are suitable for your intended purpose. This includes selecting the correct product, configuration and specification, checking compatibility with your systems, devices, software or existing environment, ensuring all order details and delivery details are accurate, and confirming that the product meets your intended technical, operational or business requirements.

 

Except where required by law, we do not accept liability for incorrect orders, compatibility issues, or losses arising because a product is not suitable for your intended use.

 

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Delivery information

 

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Consumer cancellation rights for Home Users

If you are purchasing as a Home User, you may have the right to cancel your order under consumer distance selling laws. In most cases, you may cancel your purchase within 14 days beginning on the day after you receive the goods, subject to the exclusions listed in this policy. To exercise your cancellation right, you must notify us clearly within the cancellation period.

 

Returning goods after cancellation

If you cancel your order as a Home User, the goods must be returned to us within 14 days of the date you notify us of cancellation. Unless we state otherwise, the cost of returning the goods is your responsibility. Goods should only be handled to the extent necessary to inspect them, in the same way you would in a shop.

 

We may reduce the amount of any refund to reflect any diminished value caused by handling beyond what is reasonably necessary to inspect the goods. This may include opened, damaged or heavily marked packaging, missing accessories, components, documentation or bundled items, signs of installation, activation, registration or use beyond simple inspection, or products returned in a condition that prevents resale as new.

 

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Exceptions to Home User cancellation rights

Home User cancellation rights do not apply, or may be lost, in certain circumstances, including where goods or services fall within a legal exception. This may include products that are customised, configured, personalised or built to order, special order or non-stock items sourced specifically for you, software, licence keys, activation codes or digital content once supplied, accessed, activated or unsealed, cloud services, SaaS products, subscriptions or support services once provisioned, activated or commenced, products that have been registered with the manufacturer, sealed goods where the seal has been broken and return is unsuitable for hygiene, licensing or other valid reasons, and services that have begun with your express agreement before the cancellation period ends.

 

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Faulty, damaged, incorrect or non-conforming goods

If goods are faulty, damaged, not as described, or do not match the accepted order, please contact us as soon as reasonably possible. Depending on the nature of the issue, we may require details of the fault or problem, photographs of damage or packaging, serial numbers or product identifiers, remote diagnostics or troubleshooting, or return of the goods for inspection, testing or supplier review.

 

Where appropriate, we may at our discretion repair the product, replace the product, provide a refund, arrange a supplier or manufacturer inspection, or require the use of an RMA, manufacturer warranty or supplier returns process where applicable.

 

We are not responsible for faults, failures or issues caused by misuse, accidental damage, neglect or improper storage, incorrect installation or configuration, unauthorised modification, tampering or repair, incompatibility with third-party systems, software or hardware, or failure to follow manufacturer instructions or product documentation. Nothing in this section limits any rights a Home User may have under consumer law.

 

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Business Customer cancellations and returns

Unless otherwise agreed in writing, all sales to Business Customers are treated as final and non-cancellable once accepted, except where goods are faulty on delivery, goods do not materially match the accepted order, or we expressly agree in writing to a return or cancellation.

 

Approved Business Customer returns

Where we agree to a return for a Business Customer, the return will be subject to our approval and, where relevant, the approval of the relevant supplier or manufacturer. Approved returns may require prior written authorisation from us, supplier or manufacturer approval, compliance with any RMA or supplier return procedure, return within strict deadlines, and the goods being unused, complete and in resaleable condition with original packaging, labels, accessories, manuals and serial identifiers intact. We reserve the right to refuse returns that do not meet these conditions.

 

Restocking, supplier and handling charges

Where a Business Customer return or cancellation is accepted, we reserve the right to charge any reasonable costs associated with that return or cancellation. These may include supplier or distributor restocking fees, supplier return charges or cancellation charges, inspection, handling, testing or repackaging costs, administrative costs, original delivery charges and return carriage costs.

 

These charges may apply in particular where the incorrect item was ordered, an order is cancelled after acceptance, a delivery is refused without valid reason, or supplier return conditions apply to the product. Refunds may be reduced accordingly.

 

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Non-returnable items

Unless goods are faulty, not as described, or otherwise required to be accepted under applicable law, certain products are generally non-returnable. This includes special order or back-to-back sourced products, configured, customised or built-to-order systems, personalised or non-standard products, opened software, software subscriptions, licence products or activation codes, digital downloads and electronically delivered products, cloud services, support services and subscription-based services once provisioned or activated, and products returned without original packaging, accessories, serial labels or other identifying components where this affects resale or supplier acceptance.

 

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Delivery issues and shortages

You must inspect goods promptly after delivery. Visible delivery damage or shortages should be reported within 48 hours of delivery, and any other discrepancies or delivery issues should be reported within 5 working days of delivery.

 

Please inspect goods promptly after delivery and notify us as soon as possible of any shortages, visible damage or discrepancies. Reporting issues within these timeframes helps us investigate the matter quickly with couriers and suppliers. Nothing in this section limits any rights that cannot legally be excluded.

 

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Return procedure

Please do not return goods without prior approval. Before authorising a return, we may ask you to provide your order number or invoice details, the product serial number, photographs of the product, packaging or fault, a description of the issue, and any diagnostic information, manufacturer checks or troubleshooting results.

 

Unauthorised returns may be refused and returned to sender.

 

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Condition and risk of returned goods

Returned goods remain your responsibility until they are received and accepted by us or by the approved returns location. When returning goods, you must package them securely and appropriately for transit, remove or back up any personal or business data stored on the product, return all accessories, cables, documentation, packaging and bundled items where applicable, and ensure goods are returned in the condition required under the relevant return approval.

 

Except where required by law, we are not responsible for loss of data stored on returned products, damage caused in return transit, or missing accessories or packaging not included in the return.

 

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Refunds

Where a refund is due, it will be issued to the original payment method used for the purchase unless otherwise agreed. We may withhold a refund until the goods have been received back, or until you provide satisfactory evidence that the goods have been returned, where applicable.

 

Deductions from refunds

Where permitted by law, we may reduce or deduct amounts from a refund to reflect diminished value caused by handling beyond what is reasonably necessary to inspect the goods in the case of Home Users, supplier restocking fees, return charges or handling costs in the case of Business Customers, costs arising from incomplete, damaged, unauthorised or otherwise non-compliant returns, and any other charges properly notified to you in connection with an approved return.

 

Delivery charges will only be refunded where required by law. Enhanced, express or upgraded delivery services are generally non-refundable unless required otherwise by law.

 

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Supplier and manufacturer dependency

Many of the products sold through Tek Direkt are subject to manufacturer warranties rather than warranties provided directly by us, supplier and distributor return conditions, third-party licensing, subscription or service terms, and manufacturer diagnostic, inspection or returns procedures.

 

Except where consumer law requires otherwise, we will only accept returns, provide refunds or offer remedies to the extent permitted by the relevant supplier, distributor, manufacturer or service provider.

 

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Limitation of liability for Business Customers

To the fullest extent permitted by law, and subject always to any liability that cannot legally be excluded or limited, all implied terms, conditions and warranties are excluded in relation to Business Customers. We are not liable for indirect, incidental, special or consequential loss, including loss of profit, loss of business, loss of data or loss of opportunity, and our total aggregate liability to a Business Customer in relation to any product or order is limited to the amount paid for that product or order.

 

Nothing in this policy excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot legally be excluded.

 

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Consumer rights preserved

Nothing in this policy affects the statutory rights of Home Users under applicable consumer protection law.

 

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Contact us

If you have any questions about delivery, returns, refunds or cancellations, or if you need to request a return, please contact us:

Tek Direkt
A trading name of LCOM Ltd
12 Maythorpe
York
YO23 3RF

Email: sales@tekdirekt.uk
Phone: 01904 890308