Returns & Refund Policy

Last updated: 28/11/25

At 247 Direct, we want you to be confident when purchasing from us. If something isn’t right, we’ll do our best to help. This page explains how returns, refunds, and replacements work in simple terms.

1. Returning an item (change of mind)

You can return most items within 30 days of receiving them if you change your mind.

To return an item:

• It must be unused and uninstalled
• It must be in its original packaging
• It must include all parts, accessories and instructions
• You must provide your order number or proof of purchase

Return postage costs

For change-of-mind returns:

• You pay for the return shipping
• For large or heavy items, we can arrange collection if needed
• We’ll tell you the collection cost before going ahead

Restocking fee

We have a small restocking fee of 10% to cover the cost of checking and processing the item.
We will always tell you the fee before we approve your return. There are no hidden charges.

2. Items that can’t be returned

Some products cannot be returned unless they arrive damaged or faulty. This includes:

• Custom-made or made-to-order products
• Hazardous-material storage items (for example: chemical bunds, spill pallets, IBC units, ATEX-rated products)
• Anything that has been used to store chemicals or dangerous substances
• Items that cannot be safely transported back due to contamination rules

If you’re unsure whether a product is returnable, please ask us before ordering — we’re happy to help.

3. Damaged or faulty items

If your item arrives damaged, faulty, or incorrect, we will put it right at no cost to you.

Please contact us within 48 hours of delivery and include:

• Your order number
• Photos or videos showing the issue
• A short description of what’s wrong

Depending on the situation, we will:

• Replace the item
• Repair it (if suitable)
• Refund you in full
• Arrange free return shipping if needed

We may ask you to safely dispose of the item depending on the product type.

4. How to start a return

Just contact us and we’ll guide you through the process.

Phone: 0303 3301 247

Email: help@247direct.com

Please include:

• Your name
• Order number
• The item you want to return
• The reason for the return
• Photos (if damaged or faulty)

We will issue a Return Authorisation (RA) number and give you simple return instructions.
Returns without an RA number cannot be accepted.

5. Refunds

Once we receive and check your return:

• We’ll email you to confirm
• If approved, we’ll refund the payment method you originally used
• Refunds are processed within 5 working days after approval

If there were any agreed return shipping charges or restocking fees, we will confirm these before the return is approved.

6. International orders

For orders outside the UK:

Return shipping and customs fees (if any) are your responsibility unless the item is faulty

Import duties paid to carriers can’t be refunded by us

7. Important notes

We follow the Consumer Rights Act 2015

We reserve the right to refuse returns if items are used, installed, contaminated, or not in resalable condition

Some safety-related products may have special return restrictions due to chemical, environmental, or legal regulations

We always aim to be fair, transparent and helpful with every return