Overview

We always strive for your highest possible satisfaction, and we hope the product you ordered at Direct Care is what you were expecting. In case you have changed your mind about keeping your Direct Care purchase, please return the item(s) to us in an unused condition, within 30 working days of receiving it. We will process the exchange or refund, as long as the item meets our terms and conditions explained in this policy.

Customers must understand that the returned product should not be damaged or show any signs of wear, and also it should be in its original packing with manufacturer labels still attached. It is important to know that a refund will not be processed if the returned product/item is damaged, washed, or shows any signs of frequent use, the refund will not be processed. 

Please Note: Direct Care is unable to accept returns for items below unless they are damaged or faulty:

• Perishable items.
• Baby Milks
• Mixed goods post-delivery that cannot be separated
• Custom-made or personalised items
• Items with broken or removed protective seals (for health or hygiene reasons)
  Prescription medicines or services
  

Remember, this does not affect your statutory rights.

Once the returned product/item is back in our warehouse and passed the inspection process, your refunds will automatically be processed.

How to Contact Us When Returning Your Product/Item?

Our customer service team is always available to assist you, so feel free to call +441216616357 or email [email protected]. If you choose to reach out through email, you are advised to provide all the necessary details of your return request, including:

• First and last name 
• Order Date
• Order number
• Date of delivery
• Address (including postcode)
• Telephone number 
• Reason for refund

As soon as you notify us that you want to return the product/item(s), a return label will be created and sent to you. You will be requested to send the parcel to our warehouse at the address below and within 14 days of your notice:

Direct Care Warehouse address: Spacebox Business Park Unit 38A, Plume Street, B6 7RT, Birmingham, United Kingdom.

Upon receiving the returned product/item back to our warehouse and conducting the inspection process, the total purchase price will be refunded to your original payment option. Normally, the refund process will take up to 3-4 working days, and this may depend on the bank’s handling time.

An Exchange Instead Of A Refund

At Direct Care, we do offer exchange facilities on products/items that are quality for exchange. If you are returning your items, keep in mind that we will collect your unwanted item in its original packaging when we deliver the new one, this means NO delivery charges for your exchanged product.

Contact Us

Call our customer service team at +441216616357 or email [email protected]. for any questions about our refund and return policy.