FastenersDirect is committed to providing customers with the highest quality products and service. If, for whatever reason you decide to return goods that have been correctly supplied by us, these goods must be returned to us in original condition by you and at your cost, with a photocopy of the original invoice included and an explanation for the return. whereupon a full credit to the value of the goods only, will be issued. If on the rare occasion, products are found to be faulty, defective or incorrectly supplied against your order, FastenersDirect offers a "no charge" collection, repair and delivery service. We will only attempt collection once. Failure to do as requested above may result in the goods not being collected. You will then be liable to return the goods at your own cost. If we have arranged for a courier collection of your product, we are unable to specify the collection time, and it is your responsibility to ensure that someone will be present when the courier arrives at the collection address. Your Return will be subject to a 25% handling charge if not a FastenersDirect error.

Any goods that have been ordered in or manufactured specially against your instruction are unlikely to be accepted for credit. In the event that we do accept these goods for return a handling charge of 20% will apply and possibly carriage charges to cover the cost of return to our source of supply.

Any issues must be raised with our Sales department within 14 days of receipt of the goods. Anything outside of this period can be refused. Our preferred channel of communication is through e-mails.

You must get a Returns reference from us before returning any goods to us. Anything returned without the reference may not be processed and you may still be liable for payment of the invoice and collection of the goods. You must clearly display “Returns [Returns reference 4-digit number]” e.g., RETURNS 3456, on the outer packaging of any goods being returned, whether we are collecting or you are returning. Without this our Warehouse reserves the right to refuse the goods.

Your Returns reference will be accompanied by a completed Returns Form. On the form it details what we are expecting to be returned. Do not include other goods within the same returns. Any additional goods sent back that do not adhere to the conditions in this policy, may not be credited and you will still be liable for payment of the invoice and collection of the goods. You must also include the Returns Form in with the goods you are returning.

Once a return is agreed, goods should be received by FastenersDirect within 7 days. Any goods received outside of this time may not receive a credit.

All goods being returned MUST be in their original packaging. Any goods received that are not, will not be credited.

If you do have a query that doesn’t adhere to one or more of the above, please contact our Customer Services to discuss further.

Debit notes taken and/or invoices that are held from payment for credits that have not been agreed with by us (a Sales/Customer Services representative or the Customer Services Manager) may lead to your account being placed on stop, if you have not adhered to the stipulations in this policy. Please be aware, credits that rely on goods being returned and booked into our system, can’t be released until they are completed. Allow 30 days for the credit to be released. After this period, please contact our Accounts so we can investigate.