Returns

We want you to be entirely happy with your purchases, if within 14 Days of delivery you decide the products are not suitable* please contact us in advance. (Please do not return anything without contacting us first).

Goods must be in a resalable condition and in their original packaging.
Unfortunately business transactions will incur a 20% restocking charge and goods will have to be returned at your expense, unused and wrapped securely in the original packaging.

* Made-to-Order products cannot be returned, if in any doubt, please ask.

Damaged product?

If you receive an item which is damaged or not in the condition you were expecting please contact us ASAP, this needs to be noted at time of the delivery and signed for as damaged with a call or email informing us within 24 hours of delivery.
Do not sign for any goods as 'unexamined' or 'unchecked' as carriers will not accept liability for any subsequent damage.

Please contact us as soon as possible on 01603 598770 or email [email protected] and we will get straight onto it.
If you send a picture of the damage this can help to speed up the process.

Please do not report damage using any online feedback systems as it can take up to 4 working days for us to receive this feedback. This prevents us from dealing with your issue promptly.

Please be aware - Only products returned in 'as new condition' will be accepted and it may take up to 14 days for any refund to appear in your bank account.

We are primarily a Business to Business supplier, for all business transactions The Sale of Goods Act 1979 applies.

The Consumer Protection (Distance Selling) Regulations will also apply if you are purchasing for home use with delivery to your home address. If for any reason You decide you do not want keep any Goods we have delivered to you, We will offer you a refund of the price paid by you, or provide you with a credit note to the value of the Goods to be returned or replace those goods free of charge subject to the following conditions: Within 14 days of the date of delivery of those Goods you must inform us in writing that you want to return the Goods, or call us on 01603 598770 and complete our cancellation form. Promptly after receiving confirmation from us, you must send those Goods to us at your own cost and risk: The Goods must not be damaged in any way. The packaging must not be damaged (save for reasonable wear and tear); and the Goods must not have been personalised by us at your request or otherwise made in accordance with a specification unique to you.

At the end of the day we will always do what we can to help, even outside of warranty periods, but sometimes we are restricted by the requirements of the factories as to exactly what we can offer. If you need any help please do not hesitate to contact us.

ESE Direct Ltd.
Wensum Works
150 Northumberland Street
Norwich
NR2 4EE