Our policy

Unwanted Products

Unwanted products must be reported to us within 28 calendar days from receipt. We will only accept the return if the product is new, unopened and in pristine condition. The product must be a current stock line and resalable. A restocking fee may apply. Refunds on the original delivery charge will not be issued and if a return is authorised, it must be returned at your own cost.

Please note there are limitations on this policy and it does not apply for special order products.

Special order products are the following:

  • Products that are EOL or imminently EOL

  • Products of a high value that had to be ordered in specifically for your order

  • A quantity of products that are ordered in specifically as the quantity is over and above our normal rate of sale

Return requests for products that are no longer required will not be authorised after 28 days of receipt.

Faulty Products on Arrival

If your product has developed a fault, you have 28 calendar days to report the fault to us (please note consumable products are not included).

All faulty units must be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, you are entitled to a full refund or exchange. If customer misuse or damage is detected we reserve the right to reject the return. All rejected units will be returned to you and you may be liable for any cost that may occur.

Faulty Products in Warranty Repair

If your product develops a fault after the 28 calendar days from receipt, providing the item is within its warranty period, you are entitled to a warranty repair. All warranty queries are dealt directly with the manufacturer and not DirekTek.

Most manufacturers provide online and/or telephone help facilities. Details are available for all manufacturer/ local repair centres on their website. These can be provided by DirekTek upon request.

All customers must to contact the manufacturer directly to request a repair.

Products Damaged in Transit

All deliveries must be checked before acceptance.

Any discrepancies or damage must be signed on the courier paperwork or the delivery must be refused.

Signed discrepancy: If you have signed for the package as ‘damaged’, you have up to 3 days to inform DirekTek with supporting images.

Non-signed discrepancies: If you have signed for the package as ‘good condition’ and upon opening the product is damaged, you must inform DirekTek on the day of delivery with supporting images.

TVs

It is particularly important to check all TV deliveries before acceptance.

All TV boxes are despatched with warning labels reminding you to check your delivery before the driver leaves.

TVs (50” and over) must be delivered on pallets. If your TV hasn’t been delivered on a pallet please contact our customer service team immediately and sign the couriers’ paperwork accordingly.