Returns & Refund Policy
Returns & Refund Policy
Clear information about returning products purchased from Tek Direkt.
The return process depends on whether you purchased as a Home User or Business Customer, why the product is being returned, its condition, and whether manufacturer or distributor return conditions apply.
If an item is faulty, damaged, incorrect or you simply need to ask whether a return is possible, contact us before sending anything back.
Home Users
Home Users may have statutory cancellation and return rights under UK consumer law.
Business Customers
Business change-of-mind returns require approval and may be subject to supplier conditions.
Faulty or Incorrect?
Contact us as soon as possible so we can investigate and arrange the appropriate remedy.
Contact Us First
Please obtain return instructions before sending products back.
Returns Information
Home User or Business Customer?
The rights and procedures applying to a return depend on the capacity in which you purchased the goods.
Home Users
A Home User is an individual purchasing wholly or mainly outside their trade, business, craft or profession.
Home Users have statutory consumer rights that are not affected by this policy.
Business Customers
A Business Customer includes companies, partnerships, sole traders, public bodies, charities, institutions and individuals purchasing wholly or mainly for business, trade, professional or organisational purposes.
Business purchases do not have the same automatic change-of-mind cancellation rights as consumer purchases.
Home User Returns
If you purchase from Tek Direkt as a consumer, you may have the right to cancel your order in accordance with applicable UK consumer law.
For a change-of-mind return, you should notify us that you wish to cancel within 14 days of receiving the goods.
Please contact us before returning the item so that we can provide the appropriate return instructions.
Your statutory rights are not affected. Nothing in this policy is intended to remove or restrict any rights that cannot legally be excluded.
Business Customer Returns
Business Customers do not have an automatic right to return goods simply because they have changed their mind or no longer require them.
Where a Business Customer asks to return correctly supplied goods, Tek Direkt may agree to the return at its discretion and subject to the requirements of the relevant manufacturer, distributor or supplier.
Approval Required
Please contact us before returning anything. We may need to obtain approval from the distributor or manufacturer that supplied the product.
Condition Matters
Business change-of-mind returns will normally need to be unused, complete, undamaged and suitable for resale.
Charges May Apply
Where a discretionary business return is approved, reasonable supplier restocking, handling or return charges may apply. Any applicable charge will be advised before the return is authorised.
Please do not send business goods back without authorisation. An unauthorised return may be refused by the fulfilment warehouse, distributor or manufacturer.
How to Request a Return
Contact Tek Direkt before sending any product back. This allows us to confirm the correct return location and, where necessary, obtain supplier or manufacturer authorisation.
1
Contact Tek Direkt
Email sales@tekdirekt.uk with your order details and tell us why you would like to return the product.
2
Provide Your Order Information
Please include your order number, product or MPN, quantity and a clear explanation of the reason for the return.
3
Wait for Return Instructions
We will confirm the next steps and, where applicable, provide the return address, reference or return authorisation details.
4
Package the Goods Securely
Return the product with all applicable packaging, accessories, manuals, cables and other supplied components.
5
Inspection & Resolution
Once the goods are received, they may be inspected before the return, replacement, repair or refund is completed.
Information to Include
Order Number
This allows us to identify the original purchase and fulfilment route.
Product / MPN
Include the exact manufacturer part number where possible.
Reason
Tell us whether the item is unwanted, faulty, damaged, incorrect or has another issue.
Photos if Relevant
For damage or physical issues, photographs of the product and packaging can help us investigate.
Condition of Returned Goods
For change-of-mind or discretionary returns, products should be returned in a condition that allows the return to be properly assessed.
Product
Keep the product clean, complete and free from avoidable damage.
Original Packaging
Retain boxes, inserts and protective packaging wherever possible.
Accessories
Include supplied cables, power supplies, batteries, stands, adapters and accessories.
Documentation
Include manuals, warranty information and other supplied documentation where applicable.
Do not write directly on manufacturer packaging or attach courier labels directly to retail packaging. Use suitable outer packaging when returning goods.
Products That May Not Be Returnable
Some products cannot be accepted as change-of-mind or discretionary returns, or may only be returnable in limited circumstances.
Special-Order Products
Products ordered specifically for a customer may be non-cancellable or non-returnable once the supplier order has been placed.
Configured or Customised Goods
Products configured, built, programmed, engraved, modified or otherwise personalised for an order may not be returnable.
Software & Licences
Software, digital licences, activation keys and subscriptions may not be returnable once supplied, activated or provisioned.
Hygiene-Sensitive Products
Certain products may not be suitable for return once opened or used where hygiene restrictions apply.
Opened Consumables
Opened ink, toner, ribbons, labels, media and other consumable products may not be suitable for discretionary return.
Supplier-Restricted Products
A manufacturer or distributor may identify certain products as non-returnable before dispatch.
Faulty goods are different. A product being excluded from a change-of-mind return does not remove any applicable rights or remedies where the product is faulty or has been incorrectly supplied.
Faulty Products
If you believe a product is faulty, contact Tek Direkt as soon as possible with your order details and a description of the problem.
We may ask you to carry out reasonable troubleshooting or provide information such as the product serial number, error message, photographs or diagnostic information.
Depending on the product, fault and applicable rights, the appropriate remedy may include:
Replacement
A replacement may be arranged where appropriate and available.
Repair
The manufacturer or authorised service provider may inspect or repair the equipment.
Refund
A full or partial refund may be appropriate depending on the circumstances and applicable rights.
Manufacturer warranty procedures may apply to some faults, particularly after the initial return period.
Damaged Deliveries
If your parcel or product arrives damaged, please contact us as soon as reasonably possible.
Keep the product, original packaging and shipping materials while the issue is investigated.
Outer Packaging
Take photographs showing any visible damage to the parcel or pallet.
Shipping Label
Photograph the courier label so that the shipment can be identified.
Product Damage
Take clear photographs of the affected product and any damaged internal packaging.
Incorrect or Missing Items
If you receive a product that does not match your order, or part of the shipment appears to be missing, contact us as soon as possible.
Please provide your order number and details of what was received.
Check for split shipments first. Orders containing products from different distributors, manufacturers or warehouses may arrive in separate deliveries.
Return Shipping Costs
Change of Mind
Where a Home User returns goods because they have changed their mind, the customer is normally responsible for the cost of returning the goods unless otherwise agreed.
For approved Business Customer discretionary returns, return carriage and any applicable supplier charges may also be the customer's responsibility.
Faulty or Incorrect Goods
Where a product is confirmed to be faulty or has been supplied incorrectly, we will reimburse reasonable return postage costs or arrange collection where appropriate.
Use an appropriate tracked and insured service when you are responsible for return carriage. You remain responsible for the goods until they reach the authorised return location.
Refunds
Once returned goods have been received and inspected, an approved refund will be made to the original payment method.
Please allow up to 14 days after we receive the returned goods for the refund to be processed.
Your bank, card provider or payment provider may then require additional time before the funds appear in your account.
Inspection
Returned products may be checked for condition, completeness and the reported issue before the return is finalised.
Original Payment Method
Approved refunds are normally returned using the payment method used for the original transaction.
Business Returns
Any agreed supplier restocking, handling or other applicable return charge may be deducted from a discretionary Business Customer refund where this was agreed before authorisation.
Warranty Claims
Many products supplied by Tek Direkt include a manufacturer's warranty.
Depending on the manufacturer and product, warranty service may be handled by Tek Direkt, the distributor, the manufacturer or an authorised repair centre.
We can help identify the appropriate process when you provide your order details, product MPN and serial number.
Back up your data first. Before returning computers, mobile computers, tablets, storage devices or other equipment containing data, back up your information and remove confidential or personal data wherever reasonably possible.
Returns & Refund FAQs
Can I just send an item back?
Please contact Tek Direkt first. Products may need to be returned to a particular distributor, manufacturer or warehouse and some returns require prior authorisation.
Can a business return an unwanted product?
Possibly, but Business Customers do not have an automatic change-of-mind return right. Any discretionary return requires approval and may be subject to supplier conditions and charges.
Can a Home User change their mind?
Home Users may have statutory cancellation rights. Our current policy asks consumers to notify us within 14 days of receiving the goods where they wish to cancel a qualifying purchase.
What if the item is faulty?
Contact us with the order number, product details and a description of the fault. We will advise the appropriate next step.
What if I ordered the wrong MPN?
Contact us immediately. If the order has not yet been committed to a supplier or dispatched, we will check whether it can be changed or cancelled. Once supplied, Business Customer return restrictions may apply.
Do I need the original packaging?
For change-of-mind and discretionary returns, original manufacturer packaging should be retained wherever possible. It can be important to the resale condition of business hardware.
When will I receive my refund?
Approved refunds are processed to the original payment method. Please allow up to 14 days after the returned goods are received, plus any additional processing time required by your payment provider.
Who pays the return postage?
For a change-of-mind return, the customer is normally responsible unless otherwise agreed. For confirmed faulty or incorrectly supplied goods, we will reimburse reasonable return postage or arrange collection where appropriate.
Related Policies
Shipping & Delivery
Information about dispatch, couriers, delivery times, split shipments and damaged deliveries.
Terms & Conditions
The contractual terms governing purchases from LCOM Ltd trading as Tek Direkt.
Manufacturer Warranty
Information about manufacturer warranties and support arrangements.
Need to Request a Return?
Contact us with your order number, product or MPN, quantity and reason for the return.
Please wait for return instructions before sending goods back, as the correct return location may depend on the manufacturer or distributor that fulfilled your order.
Email: sales@tekdirekt.uk
Telephone: 01904 890308
Customer Support: Monday to Friday, 9:00am–5:00pm
Tek Direkt
Tek Direkt is a trading name of LCOM Ltd.
LCOM Ltd
Company No. 17084470
Registered in England and Wales
VAT Registration No. GB515644004
Registered Office:
12 Maythorpe
York
YO23 3RF
Email: sales@tekdirekt.uk
Telephone: 01904 890308