Refund policy
RETURNS, REFUNDS & DEFECTIVE PRODUCTS POLICY
At Direct Cart, we want you to receive your order in good condition and as described. If you receive a defective, damaged, incorrect or non-conforming product, please contact us as soon as possible so that we can assist you.
1. DEFECTIVE OR DAMAGED PRODUCTS
If your product arrives defective or damaged, please contact Direct Cart within 7 working days of receiving your order.
When contacting us, please provide:
- Your order number
- A clear description of the problem
- Clear photographs and/or a video showing the defect or damage
- Any other information we may reasonably request
The information provided will be assessed before a return, replacement or refund is approved.
2. RETURN REQUIREMENTS
If your return is approved, we will provide you with the appropriate return instructions and address.
Unless otherwise required by applicable law, returned products should:
- Be in their original packaging where reasonably possible
- Include all accessories supplied with the product
- Include manuals, instructions and other documentation where applicable
- Be properly packaged to prevent damage during return
- Not have been misused, altered, scratched or soiled
Products returned in an unacceptable condition may not qualify for a refund or replacement, subject to applicable consumer law.
Do not send a product back before receiving return instructions from Direct Cart.
3. RETURN SHIPPING COSTS
Where a return is required because a product is defective, damaged on arrival or does not conform to the order, Direct Cart will assess the circumstances and applicable consumer rights before determining responsibility for return shipping costs.
For returns arising from reasons not covered by our policy or applicable law, the customer may be responsible for return shipping costs.
4. REFUNDS
If a refund is approved, Direct Cart will process the refund using the applicable payment method, subject to the circumstances of the return and applicable law.
Where a returned product needs to be inspected, the refund will be processed after the return has been received and assessed.
Processing times may vary depending on the payment provider or financial institution.
Shipping or delivery costs may be excluded from a refund where permitted by applicable law.
5. REPLACEMENTS
Where applicable, Direct Cart may offer a replacement for a defective, damaged or incorrectly supplied product.
A replacement will be subject to product availability.
If the same product is unavailable, we may offer an alternative resolution in accordance with applicable law.
Products that have been misused, intentionally damaged or altered may not qualify for replacement where permitted by law.
6. PRODUCTS NOT ELIGIBLE FOR RETURN
Certain products may not be eligible for return because of their nature, hygiene considerations, health and safety requirements or applicable law.
For example, certain intimate or undergarment products may not be accepted for return once opened or used, subject to applicable consumer rights.
This does not affect any statutory rights relating to defective or unsafe products.
7. INSPECT YOUR PACKAGE WHEN RECEIVED
We recommend inspecting your package as soon as you receive it.
If the package appears visibly damaged, opened or tampered with, please document the condition of the package and contact Direct Cart as soon as possible.
If the product itself is defective, damaged or does not match your order, contact us with photographs or video evidence so that we can investigate the matter.
8. DELIVERY CONFIRMATION
If the courier's tracking information shows that an order was successfully delivered, but you claim that you did not receive it, please contact Direct Cart immediately.
We may need to investigate the delivery with the relevant courier company.
You may be required to provide additional information to assist with the investigation.
9. PRODUCTS PURCHASED FROM DIRECT CART
We can only process returns and refunds for products purchased through Direct Cart.
Products purchased from another retailer or supplier and incorrectly returned to Direct Cart may not be accepted.
10. ORDER NUMBER
Please provide your Direct Cart order number whenever you contact us about a return, replacement, damaged product or refund.
This allows us to locate your order and process your request more efficiently.
11. THIRD-PARTY FULFILMENT
Some Direct Cart orders may be fulfilled by third-party suppliers and courier partners.
Where this applies, Direct Cart may need to obtain information from the relevant fulfilment provider to investigate a return, defective product, replacement or refund.
This does not remove any rights you may have under applicable consumer-protection legislation.
12. SUBSCRIPTION FEES
Direct Cart customers do not purchase a third-party supplier's subscription through Direct Cart.
Any subscription or service fees charged directly by a third-party supplier are governed by that supplier's own terms and conditions.
13. CONTACT US
For returns, defective products, damaged products, incorrect orders or refund enquiries, please contact Direct Cart using the contact details published on our website.
Direct Cart
Email: directcartofficial@gmail.com
Please do not return any product until you have received return instructions from Direct Cart.