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Returns & Refund Policy

Last updated: March 2026

At ThinkTradeDirect, we aim to provide high-quality products and reliable service. If you are not satisfied with your purchase, please review the policy below regarding returns and refunds.

Returns Summary

• Return window: 14 days from delivery
• Return cost: Free for faulty, damaged, or incorrect items
• Return method: Contact us to arrange return
• Refund processing time: 5–10 working days after inspection

1. Returns Eligibility

Customers have the right to request a return within 14 days of receiving their order in accordance with UK consumer regulations.

To be eligible for a return:

  • The item must be unused and in its original condition

  • The item must be in its original packaging

  • Proof of purchase must be provided (order confirmation or receipt)

Items returned without prior approval may not be accepted.

2. Non-Returnable Items

The following items cannot be returned unless they are faulty or damaged:

  • Boilers or equipment that have been installed or used

  • Products with opened or damaged packaging

  • Special order or bespoke items

  • Clearance or non-stock items

3. Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

We may request:

  • Photographs of the item and packaging

  • Order details

Once verified, we will arrange a replacement, repair, or refund where appropriate.

4. How to Start a Return

To request a return, please contact our customer support team:

Email: info@thinktradedirect.co.uk
Phone: 07384 788236

Please include:

  • Your order number

  • Product name

  • Reason for return

Our team will provide return instructions and the return address.

5. Return Shipping

Unless the item is faulty or incorrect:

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • We recommend using a tracked delivery service

  • ThinkTradeDirect cannot be responsible for items lost during return shipping.

  • 6. Refunds

Once the returned item is received and inspected:

  • Approved refunds will be processed within 5–10 business days after inspection

  • Refunds will be issued to the original payment method used at checkout (e.g. card, Stripe, etc.).

Shipping costs are non-refundable unless the item is faulty or sent in error.

7. Manufacturer Warranty

Many products we sell are covered by manufacturer warranties.

Warranty claims may need to be processed directly with the manufacturer depending on the product. Our team will assist where possible.

8. Contact Information

For any questions about returns or refunds, please contact:

ThinkTradeDirect

144 Milverton Road
Birmingham
England
B23 6EY

Phone: 07384 788236
Email: info@thinktradedirect.co.uk

9. Order Cancellation

You have the right to cancel your order within 14 days of receiving your goods without giving any reason, in line with UK Consumer Contracts Regulations.

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