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Every item we sell is carefully inspected before it is despatched, although very occasionally problems may occur. As detailed in the Consumer Rights Act 2015, customers who are consumers (i.e. individuals ordering for private use, rather than in the course of a trade or business) have the right to return standard sized, un-oiled goods. In accordance with the Consumer Rights Act 2015, private individuals have the right to cancel the contract for the purchase of any item(s) within a period of 14 calendar days, beginning with the day after the day on which the item(s) are delivered (for the avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days). Any cancellation requests must be made within the timeframe specified. We will then arrange to collect them (the whole order) and give a full refund. The collection cost must be paid by the customer, except in instances where the goods supplied are faulty, have been supplied in error, or misdescribed by the seller. We are under no obligation to offer a collection service in these circumstances, and in any event under no circumstances can these collection fees be waived. A collection charge will be confirmed when the collection is arranged. Alternatively, the customer may arrange transportation. The customer must pay all costs involved in transporting the goods back to the warehouse from which they were despatched. The goods must be insured whilst in transit for the full value. Customer returns must be agreed by both parties before the goods are returned. Any refunds for returned items will be processed within 14 days (from notice of cancellation, or in the case where goods are to be returned, within 14 days of receipt of the goods in suitable condition). We reserve the right to recover any amount, up to the full contract price, in cases where the value of the returned goods has been diminished as a result of unreasonable care. Please note that in accordance with The Consumer Rights Act 2015, if your goods are faulty you have 30 days to request a full refund.

The exception to this right of cancellation for consumers is bespoke items. Customers do not have the right to cancel the contract for the purchase of any goods that have been subject to any works by, including (but not exclusively) services detailed on our fabrication service. For further information please view the fabrication service terms detailed below.

The right of cancellation outlined above applies to consumers only and not to anybody ordering goods in the course of a trade or business.

Whether you are a consumer or a business customer, we will exchange or repair items if they are faulty or defective on delivery to you provided that we are notified within two working days of your discovery of the fault or defect and you take all reasonable steps to ensure that the items do not deteriorate further (for avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days). In no circumstances will we be liable for defects arising from fair wear and tear, accidental damage, and misuse, failure to comply with our installation and aftercare instructions, or other negligent actions by you or your installer. For further information on what constitutes a fault or defect, and for further information on our liability to you, please see the 'Important Information' and "Our Liability" sections below.

Any cancellation or return requests must be made within the timeframe specified. All products to be returned must be carefully repackaged in their original packing; for example, shrink-wrapped and factory packaged worktops must be returned unopened. For damaged goods and the delivery procedure, please see our delivery details page.

For cancellations, please use the 'model cancellation form' such as the one below. Fill in the details and ensure that they apply correctly to the person / trader who placed the order.


To Direct Online Services LTD,
Returns Department, Units 6-8, Brearley Court, Baird Road, Waterwells, Quedgeley, Gloucestershire GL2 2AF.
Fax: 0845 22 22 688 Email:

[I / We]* hereby give notice that [I / We]* cancel [my / our contract]* of [sale of the following goods / For Supply of the following service]*, Ordered on [Insert Order Date Here]*,
[Name of consumer(s)]
[Order Number of consumer(s)]
[Address of consumer(s)]
[Signature of consumer(s)]

*Delete as appropriate.