How our return process works
This policy explains returns for consumers who buy goods online directly through Direct Source Home. Change-of-mind cancellations and problems such as damage, faults, incorrect goods or missing parts follow different processes, so please tell us which applies before sending anything back.
Buying wholly or mainly for business purposes? Please see our Trade Returns Policy. Nothing in this policy limits your statutory consumer rights.
Contact us
Send us your order number, item name and reason for return. If the item is damaged or incorrect, please include clear photos.
Receive return instructions
We will confirm the next steps, including the return address, packaging requirements and whether a collection service is required.
Inspection and refund
Once the item is received and checked, we will confirm whether the return has been accepted and process any eligible refund.
14-day consumer cancellation window
For an eligible change-of-mind return, tell us clearly that you wish to cancel within 14 days after you, or a person you nominate, receive the goods. You do not need to give a reason.
After telling us that you wish to cancel, return the goods or hand them to the return or collection service we specify within a further 14 days. If one order is delivered in separate parcels, the cancellation period normally runs from receipt of the final parcel.
Condition of returned items
You may handle goods only as much as you reasonably could in a shop to establish their nature, characteristics and function. If handling beyond that level reduces the value of the goods, we may make a reasonable deduction that reflects the diminished value.
- Return all parts, fittings, manuals and accessories.
- Use the original packaging where reasonably possible, especially for large or fragile furniture.
- Package the goods safely for return. Assembly, installation, modification or use beyond reasonable inspection may reduce the refund if it causes diminished value.
Missing original outer packaging alone does not automatically remove your cancellation right.
Return delivery and collection costs
Change of mind: if we informed you before purchase that you must pay the direct return cost, that cost is your responsibility. Large or heavy furniture may require a specialist collection service; any applicable estimate or reasonable maximum collection cost should be made clear before the contract is placed.
Fault, damage, incorrect goods or missing parts: once the problem is confirmed, we or the responsible supplier will arrange an appropriate free return or collection, or reimburse an agreed reasonable return method. You will not be charged an eligible return or collection cost or a restocking fee for a supplier-fault return.
Please do not arrange an independent return until we confirm the correct address and method.
Damaged, faulty or incorrect items
Please report damaged, faulty, missing-part or incorrect goods as soon as reasonably possible. For visible transit damage, reporting it promptly and ideally within 48 hours helps us investigate with the courier, but this is not a deadline that removes your statutory rights.
Provide your order number, a description of the problem and, where possible, clear photos or video of the item and packaging. Keep the goods and packaging until we confirm the next step.
Depending on the circumstances and your legal rights, the resolution may include replacement parts, repair, replacement, partial refund, full refund, or a free return and refund.
Items that may not be returnable
The change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised, and to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
A product is not automatically excluded merely because it is described as made to order. Any genuine bespoke, personalised or hygiene-related restriction must be stated clearly before purchase. Sale or clearance goods retain the same statutory rights when faulty or not as described.
These exceptions do not remove your rights where goods are faulty, damaged, incorrect or not as described.
Refunds
We will make an eligible refund without undue delay and no later than 14 days after receiving the returned goods or acceptable evidence that you sent them back, whichever occurs first. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise.
If you cancel an entire eligible order, we will refund the item price and the cost of our least expensive standard outbound delivery option. Any extra amount paid for express, premium, room-of-choice, assembly or other upgraded service is not automatically refundable.
For a consumer change-of-mind cancellation, we do not apply an arbitrary cancellation or restocking fee. A reasonable deduction may be made only where handling beyond what is necessary to inspect the goods has diminished their value.
Important: For visible transit damage, please contact us as soon as possible and ideally within 48 hours, but reporting later does not automatically remove your statutory rights. Keep the item and packaging and do not arrange an independent return until we confirm the correct method.