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Refund policy

Thank you for shopping at Directpick

If you are not entirely satisfied with your purchase, we're here to help.


Changed Your Mind

If you change your mind about the product when you receive it you can notify us any time within 7 days.  To be eligible for a return, your item must be unused and in the same condition that you received it, and your item must be in the original packaging. You will pay for the return cost and also refund processing fees.

Also, if you want to cancel the order before dispatch there will be refund processing fees + .50p admin charge.

Damaged in Transit:
If a problem is found where a parcel has been damaged in transit, please contact us via email within 48 hours of delivery. The customer can not refuse delivery of any damaged/leaking product. We will require a photographic evidence. We can then arrange to have the item or part thereof replaced. If your item arrives damaged, we will provide you with a prepaid returns label to return this to us. The return label will be issued only once.Once returned, we will provide a full refund for the damaged unit. If for some reason, we did not receive the returned item within next 14 days of you notifying us, refund will not be given.

Please note as we use other shipping companies and 3rd parties, we will not be held responsible for their underperformance or inefficiencies.

We reiterate once again the delivery of a damaged/ leaking product should not be refused. We will refund it but will require photographic evidnce plus return of product to our depot.


We want to ensure transparency regarding our policies for orders with multiple units, especially in cases where one unit may arrive damaged. While we strive for perfection in every order, if any discrepancies arise, we want to clarify our approach. If you receive an order with multiple units and find that one unit is damaged, we will gladly refund the cost of the damaged item. However, we are unable to refund shipping fees in such instances. Our commitment remains to provide prompt assistance and resolution for any issues with your order.

Faulty Goods:
Any items found to be faulty on delivery should be notified to us by email within 07 days. We will send you a pre-paid returns label to return this to us. If a fault is found, we will issue a replacement/refund. If no fault is found, we will return the item back to you. If you would not like the item returned, we will refund the cost of the item, deducting the cost of the pre-paid label (£3.95). If no fault is found, we will not be refunding shipping costs. 

Your Right to Cancel / Unsuitable Goods:
Orders can be cancelled for up to 07 days from the day after the date of delivery. If you wish to cancel you must inform us via email within 07 days of the receipt of the goods. The item(s) must then be returned to us within a further 07 days. The refund will be made within a maximum of 14 days after we receive the item back at our warehouse.

Please Note:
The 07 days notice period required to cancel goods starts on the day directly following the date the goods were delivered. The buyer is to be responsible for the cost of postage when returning the item. If we have the item collected by our couriers we reserve the right to deduct the cost of the return shipping from any applicable refund.


Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days( Usually 7-14 days), depending on your card issuer's policies.

Claims/Damages Rules & Processing Time 

Your claim will be rejected if you fail to adhere to the following:

After receiving the claim documnets, it will take 5-10 working days to process the claim. If claim is accepted will notify you via email.

Cancellation Before Delivery:

If the item is not dispatched and you want to cancel the order. Then a processing + admin fee will be applied whatever is charged by the payment gateway.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non ­refundable.

If you receive a refund, the cost of return shipping will be deducted from your refund if we have provided you with a returns label.


Contact Us
If you have any questions on how to return your item to us, contact us at admin@directpick.co.uk

 Please contact us by email. We aim to reply to emails within 48 hours.

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Management reserves the right to charge you for the return of the product or may request you to send the product back. Once the product is returned, we will cover the shipping cost. However, in certain cases, we may decline to cover the return or shipping cost.