Returns and Refund Policy

1. Change‑of‑Mind Returns

• You have 30 days from delivery to return any unused products in their original packaging and “like‐new” condition (uninstalled, untested, protective covers intact).
• If you change your mind within the 14‑day statutory cooling‑off period, you’ll receive a full refund including the standard delivery cost.
• Beyond 14 days, returns still accepted up to day 30, but original delivery charges are non‑refundable unless the item is faulty.

2. How to Return

• Contact our Customer Support to arrange a return.
• Self-returns are welcome—just ensure flexible packaging and care in transport.
• Collection: We offer hassle‑free pickup. Fees (deducted from your refund) are:
• Small items (<85 kg): £30
• Large items (>85 kg): weight-dependent (we’ll quote)

3. Used or Installed Items

• If a product was installed/used beyond inspection, we’ll evaluate resale value.
• You may receive a partial refund, based on diminished value (typically up to a 50–80% refund).
• Fully used items are generally non‑refundable, unless found faulty at the manufacturer’s discretion.

4. Faulty Goods

• Faults reported within 30 days: choose refund, replacement, or repair, including delivery costs.
• Faults between 30 days and 6 months: eligible for repair or replacement—if impossible, refund available.
• After 6 months, if fault is proven to exist at purchase, we’ll still offer repair or replacement

5. Exchanges

• Want a replacement? We’ll collect the original at no extra cost when delivering the new one.
• Standard delivery charges still apply for the new item.

6. Additional Service Charges

• Installation or extra services already completed are non‑refundable, unless we replace the item.
• Collection or recycling fees during returns will be deducted from your refund.

7. Refund Processing

• Refunds are issued within 14 days of receipt or order cancellation.
• We’ll credit your original payment method.
• For self‑returns, refunds are processed within 1–3 working days of receiving the item

8. How to Initiate

1. Contact us via info@martinsdirect.co.uk
2. Provide your order number, product details, and reason for return.
3. We'll guide you through next steps for return, collection, or exchange.