Returns & Refunds
At AskDirect we sell products of the highest quality from the top brands. We are authorised dealers for all the products that we sell, so you can be safe in the knowledge that when you buy from us you are getting the full manufacturer warranty and after sales service.
However we recommend checking your product within seven days of purchase. You will need to check that there are no cosmetic issues with the product and that the correct accessories and documentation have been supplied. If this is not the case, then please contact us as soon as possible.
On the rare occasion that a product supplied by us is faulty, develops a fault, is damaged on arrival or is simply unwanted, here is what to do:
Change or Cancel an Order
If you wish to cancel or make changes to your order please contact the Customer Services Team who will be happy to
change or cancel your order as long as it has not been despatched.
If your order has already been despatched or delivered, follow our Unwanted Product Returns within 14 days procedure.
Please note: Our returns policy does not apply to in-ear or ear canal headphones due to hygiene reasons. We also cannot accept returns or offer refunds for Satellite Phones or products related to Satellite Phones.
14 Day Money Back Guarantee
If for any reason you are not satisfied with your purchase within the first 14 days of receiving your order then simply
return the product to us. The product must be returned in its original condition, with undamaged packaging and
unused for a full refund. No questions asked and no reasons needed. We will give you a full refund, not a
credit note. Your satisfaction is our main priority.
We will not refund the delivery charge and you will be liable for the delivery charge when returning the product.
If you have opened the box to examine the product you must have done so without damaging or marking the product
in any way.
Unwanted Product Returns within 14 days
If you are not satisfied with your purchase and wish to return the product back to us we will be happy to provide
a refund or replacement.
The unwanted product must be returned in its original and undamaged packaging with all the accessories. Returns
must be made within 14 days of receipt of the product.
If the product is not returned in its original packaging, is damaged or has any accessories missing, we reserve
the right to refuse a refund or charge for the missing accessories.
We will not refund the delivery charge and you will be liable for the delivery charge when returning the product.
Follow our Return Procedure to return the product.
Unwanted Product Returns after 14 days
After 14 days, unwanted goods will only be accepted at AskDirect's discretion and will be subject to a 15% restocking charge.
The unwanted product must be returned in its original and undamaged packaging with all the accessories.
Returns must be made within a reasonable period - maximum of 28 days from the day you receive the product.
If the product is not returned in its original packaging, is damaged or has any accessories missing, we reserve the
right to refuse a refund or charge for the missing accessories.
We will not refund the delivery charge and you will be liable for the delivery charge when returning the product.
Follow our Return Procedure to return the product.
Return of faulty goods within 28 days
If your product is faulty when you receive it or develops a fault within 28 days of purchase, we will offer you a
full refund or a replacement. This does not apply to faults caused by accident, neglect, misuse, dropping, damage
resulting from exposure to sand and water or failure to follow manufacturer's operating instructions. The fault will
have to be verified by us or our service agents or the manufacturer of the product which can take a few days.
Once the fault is confirmed you will have a choice of a replacement, free repair or a full refund.
If you require a refund then the product must be returned in its original and undamaged packaging with all the
accessories and instruction manuals. If the product is not returned in its original packaging, is damaged or has
any accessories missing, we reserve the right to refuse a refund or charge for the missing accessories.
For UK Mainland orders, we will meet the delivery costs for the return and replacement of the faulty product.
Outside UK Mainland you will be liable for all the delivery charges for return and replacement of the faulty product.
Follow our Return Procedure to return the product.
Return of faulty goods after 28 days
If your product develops a fault after 28 days but within the warranty period then you can get it repaired for
free. You can either return the faulty item back to us for repair or for some products, we can arrange for it to
be repaired through one of the manufacturers' service agents. This does not apply to faults caused by accident,
neglect, misuse, dropping, damage resulting from exposure to sand and water or failure to follow manufacturer's
operating instructions.
You will be liable for all the delivery charges for return and replacement of the faulty product.
Follow our Return Procedure to return the product.
THIS RETURNS POLICY DOES NOT AFFECT YOUR STATUATORY RIGHTS
Returns Procedure
In order to return a product back to us, simply contact our Customer Services Team
by email (customercare@askdirect.co.uk) quoting your order number,
date of purchase and stating how you wish to return the product. They will then email you back with a RAN (Returns
Authorisation Number) and further instructions.
Once you have received the RAN you may return the product back to us using one of the following options:
Ask Store
Return the product in person to our Ask store:
248 Tottenham Court Road
London
W1T 7QZ
(Remember to bring along your proof of purchase or RAN)
Delivery by courier
Send the product back to us at:
AskDirect
4th Floor
248 Tottenham Court Road
London
W1T 7QZ
(Please ensure you get insurance cover for the full value of the product as we will not be liable for any loss or
damage in transit)
Collection by our courier
Contact our Customer Services Team who will arrange collection through our courier. They will inform you how and
when the product will be collected once arrangements have been made.
(Please ensure the products are returned in the original packaging to avoid damage in transit and include a note
quoting RAN and the reason for returning the product)
If you have any further queries please see our Frequently Asked Questions.