Returns and Refund

You can purchase from Chase Direct with complete confidence and peace of mind.

All purchases of New Products come with a 14 day return policy and a minimum of 1 Year Warranty as standard.

Nearly New and Ex Demo products come with a 14 day return policy and a 1 Year Warranty.

Secondhand Products come with a 14 day return policy and a 1 Year Warranty.

No statement or condition of sale contained within our terms affects or restricts your statutory rights as defined under the EU Consumer Rights Directive or The Consumer Contracts (information, cancellation, and additional charges) Regulations 2013.

To start a return, you can contact us at info@chasedirect.co.uk. Please note that returns will need to be sent to the following address: [Chase Direct: 58 Oldham Street, Manchester, M4 1LE, United Kingdom]

Returning Items

14 day Return Policy

To return a product under our standard warranty, please ensure the product is:

• In 'as new' condition which means it has not been handled beyond what is necessary to establish the nature, characteristics and functioning of the goods, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop
• Well packaged and in its original packaging

 Our guarantees are in addition to your statutory rights.

New & Nearly New Products

14 Day Return Policy

• 14 days from delivery to tell us you've changed your mind
• Choose another item or ask for a refund
• Refunds cover the delivery charges of Standard or Saver services, but exclude any enhancements such as installation, two-person delivery, timed and Saturday services

Secondhand Products

14 Day Return Policy

• 14 days from delivery to tell us you've changed your mind
• Choose another item or ask for a refund
• Refunds cover the delivery charges of Standard or Saver services, but exclude any enhancements such as installation, two-person delivery, timed and Saturday services

Eligibility for 14 Day Return Policy

Important: For hygiene and software licensing reasons, some items are only eligible for our Money Back Guarantee if they are returned to us unused and sealed in the original packaging with all software still "unregistered." Details of exclusions are shown within the product descriptions. Products include:

• Monitors and Headphones
• Earplugs and Ear Protection
• Reeds and mouthpieces for woodwind and brass instruments
• Mouth and Lip-Care Products
• CDs, DVDs and Software

Returning Items To Us

Collection charges

If you cancel an order in line your statutory rights or want to return an item you are responsible for returning the goods to us.

You could arrange to send the item back at your expense. If you choose to do this, we highly recommend you get proof of postage to show that you've returned your goods. All goods need to be returned without delay and no later than 14 days from cancellation.

Packaging of returns

Please keep hold of all the original packaging until you are sure you want to keep the goods, as a deduction from your refund will be made equal to the loss in retail value of the goods without original packaging if you wish to return items within 14 days from delivery without the original packaging.

If you do not have all of the original outer postal packaging material but wish to return goods, all items must be placed in a sturdy cardboard box with appropriate packaging material to stop the items moving around and to protect them from scratches and damage. Chase Direct cannot accept responsibility for any item that is damaged due to insufficient packaging, and your return and refund may be refused or your refund reduced by the diminished value of the goods as a result of incorrect packaging of the goods. If you are unsure or have questions about the appropriate packaging, please contact our customer service.

Smart & connected device

If you are returning a smart or connected device, please ensure that you have disconnected the device from your home or company network and deleted or ‘unlinked’ your personal accounts e.g. Google, Spotify or Amazon Alexa. If your device has a data storage functionality, please ensure that you delete all private data before you return the item. Our customer service team is happy to help you with the preparations for the return or talk you through the factory reset process.

Digital items

For orders which have been downloaded such as software and plugins. When items have been supplied with a licence key, if you wish to cancel an order in line with your statutory rights or under our Money-back guarantee, the supplied licence key must not have been used to activate the software.

Faulty Items

New Products

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

If your item isn't behaving as expected, tell us as soon as possible so we can resolve the issue.

Secondhand products

If your item isn't behaving as expected, tell us as soon as possible so we can resolve the issue.

Items Damaged in Transit

We do everything we can to make sure your order reaches you in perfect condition. If the order is damaged when you receive it please tell us as soon as possible so we can resolve the issue.

Where possible, please include a photograph of any damage caused to the item and/or packaging in transit as this will help us to raise the matter with our courier.

Please be advised that we can only accept responsibility for the condition of the goods prior to delivery to you. Any damage or breakage en-route to you is our responsibility, but if something happens after it has been delivered to you, your dedicated safe place or your nominated neighbour, it is your responsibility, and we cannot accept any liability for the damage.

If you let us know within 14 days from delivery of the order, we'll collect the damaged item from you free of charge, and quickly replace the item or give you a refund. After 14 days a small charge for collection will apply.

Incorrect Item Received

We do everything we can to make sure the right items reach you. If there’s anything you're not expecting in your delivery please tell us as soon as possible so we can resolve the issue.

Where possible, please include details of the incorrect or misdescribed item that you've received.

When returning the item to us, please make sure you leave the original inner and outer packaging intact and just reseal the parcel the item arrived in.  

If you let us know within 14 days from delivery of the order, we’ll collect the incorrectly delivered product from you free of charge, and quickly replace the item or give you a refund. After 14 days a small charge for collection will apply.

Please note: you have a responsibility to return the incorrect item or any item that has been accidentally delivered to you without order or payment. If you don’t return it, we will charge you the full cost of the item. 

Cancelling an Order

New Products

From receiving your order, you have up to 14 days to return the goods.

Secondhand Products

From receiving your order, you have up to 14 days to return the goods.

What we do when goods are returned

We inspect returned goods to ensure you have taken reasonable care of them during your possession, and everything that we originally sent to you has been returned.

Please note that if goods are not received in as new condition and with appropriate packaging, a reduction from your refund may be applied. If we receive goods that have not been used properly, we will reduce your refund an amount that reflects the reduction in the value of the goods due to your mishandling.

If you have requested a refund, this will be processed within a few days of receiving your goods and confirming they have been returned in line with our policy.