RETURN AND REFUND POLICY

Cancellation

You can cancel your order within 14 calendar days from date of receipt.


Returns

We also provide a 30 Day Money Back Guarantee on all our products. You have the right to change your mind and return your order within 30 calendar days from date of receipt.

Cancellations or returns received after this 30 Day Money-back guarantee will not be processed unless the item is faulty. Your statutory rights are not affected.

This cancellation and returns policy does not apply in the case of:

a.) Perishable goods, such as food, drink, etc.

b.) Unsealed goods unsuitable for return due to health protection or hygiene reasons. (This includes underwear, personal beauty products and creams)

c.) Items that are damaged or lost after being in your care in which case your right to a money back guarantee is waived.


How to return a product?

To return a product is fast and easy. Please follow the instructions below:

a.) Send an email to support@csbdirect.co.uk and provide all the information required, especially invoice number and return reason if faulty(Please refer to the return slip that you can find on the rear side of your invoice). Alternatively, you can also contact our Customer Service Line on 0330 013 9987 Monday to Friday from 9.00-18.00.

b.) Customer services will respond to your return request and they will also confirm if you need to send the item/s back or not.

If you don´t need to send the item/s back, customer services will action your refund without delay (Please allow up to 5 working days card processing time).

If you are advised to send the item/s back, please follow the instructions below:

  1. Fill in the return slip that you will find on the rear side of your invoice
  2. Enclose it with your parcel
  3. Peel off the returns label from Hermes Parcelshop service that you have received along with your order and attach it to your parcel.
  4. Find your nearest Parcelshop on the link you will find in the returns label slip (www.myhermes.co.uk/parcelshop-finder.html)
  5. Drop-off your parcel and keep the receipt as proof of return for your records
  6. Please allow 5 working days to get your refund.

If for any reason you no longer have the return slip to hand, please contact our customer services team and they will provide you the information you need to enclose in your parcel (First and Last name, Invoice number, return reason, partial or full return)

You can e-mail our customer services team to support@csbdirect.co.uk


How we refund or exchange?

We aim to process your refund or exchange within 5 working days since you receive Customer Service return request approval.

We refund you using the same payment method that you used for the purchase – the original credit or debit card used will be credited.

Products must be returned to us in good condition, otherwise, we reserve the right to refuse refunds or issue a partial refund where returned Products have diminished in value due to the mishandling of goods by the Consumer.

If you exercise your legal right to cancel your order within 14 days from date of receipt, we will refund product amount as well as any delivery charges you paid.

If you cancel your order after 14 calendar days from date of receipt but within 30 days of receipt, you will be refunded the purchase price only exclusive of any applicable delivery charges you paid.

However, if you exercise your 30 day money-back guarantee due to your products being faulty or not as described, we will refund the purchase order in full including any applicable delivery charges as well as any reasonable costs you incur in returning the item to us.

If your product becomes faulty after the 30 day period from delivery and up to 6 months, we will provide a replacement item. Refunds won´t be applicable.


When are return charges applicable?

Unless the products are faulty or not as described you will be responsible for the cost of returning your order within the guaranteed period (Customer Service will let you know if you need to send the item back).

  1. You can use our pre-paid Parcelshop returns service and drop off your parcel at your nearest local store until late and seven days a week. You will be able to track your parcel; Transit time normally takes up to 5 working days.

  2. There is a small charge of £3.99 for this pre-paid returns service that will be deducted from your order refund once we have received your items.

Only if products returned within the 30 day money-back guarantee period, are faulty or not as described, will we cover the return charges.

  1. Alternatively, you can send your returns parcel at your own cost with any other courier. Please make sure you keep a receipt for your records. The products will be your responsibility since date of receipt until date received back to our facilities.

Please do not use the returns label enclosed with your order if you want to return your parcel by any other dispatch method.

You can send your returns parcel to the following address:

  • Best Direct (International) Ltd
  • c/o Huxloe Logistics
  • Unit 3 (Site 2)
  • Henson Park
  • Telford Way Industrial Estate
  • Kettering
  • NN16 8PX

Please don´t forget to fully complete the return slip at the rear side of your invoice and enclose it to your parcel. Provide a copy of your receipt to our customer services team by email to support@csbdirect.co.uk

Only if products returned within the 30 day money-back guarantee period, are faulty or not as described, will we cover the return charges.

We will deduct the return charges from your order refund


Need help with your return?

  • a.) Call our Customer Services Team on 0330 013 9987 Monday to Friday from 9.00-18.00
  • b.) Send an e-mail to support@csbdirect.co.uk

Nothing in our returns and refund policy affects your statutory rights. If you would like to know more about your legal rights, please visit www.gov.uk/consumer-protection-rights.