Returns Policy

Standard Items

At our discretion, we may accept requests to return standard goods supplied by us, subject to a 25% handling charge. The goods must be unused, undamaged, and in their original packaging. Any costs incurred to return the items to us will be the responsibility of the purchaser.

To initiate a return, please contact us within 7 days of receipt of the goods and we will advise on the handling charges involved. The items must be returned within 28 days. Upon receipt and inspection, a refund or credit will be issued if the goods are received in good condition.

Please ensure the returned goods are adequately packaged and clearly labelled as follows:

Customer Returns

  • Ducting Direct Ltd
  • 31 Wenlock Way
  • Leicester
  • LE49HU

Bespoke and Non-Standard Items

Unfortunately, we cannot accept returns for bespoke and non-standard items.

All spiral ducting over 400mm diameter is manufactured to order and is non-returnable.

This also includes discontinued spiral ducting sizes that we continue to manufacture to order. The following spiral duct diameters are currently classed as non-standard/made-to-order sizes: 180mm, 224mm, 280mm and 600mm.

These sizes are manufactured specifically to fulfil your order and are therefore non-returnable and non-refundable.

Please ensure that the correct diameter and quantity are selected before placing your order.

Faulty Items

To Products supplied with a manufacturer’s 1-year warranty will be assessed in accordance with the manufacturer’s terms and specifications. Where a fault is confirmed and the product has been used in line with these specifications, we will offer a repair or replacement as appropriate.

If inspection indicates that the product has not been used in accordance with the manufacturer’s guidelines, we reserve the right to decline the claim or offer a discretionary resolution.

This does not affect your statutory rights under the Consumer Rights Act 2015.

Before returning a faulty item, please contact us to obtain a Returns Code. We recommend that you use the correct postage and obtain a Proof of Postage Certificate when returning items, as items posted without this certificate will be at your own risk. If the returned item is found to be faulty, we will include a refund of the postage you paid to return the item along with the replacement goods.

Damaged Items

Upon delivery, please inspect the goods for any signs of damage and sign for them as “damaged” if necessary. If there is any sign of damage, please inform us within 48 hours of receipt of the product. No claims for damages will be considered if the goods have been signed for as “in good condition.