***Our Grey 7 pressure washers, and pressure washer kits including the wall mount bracket or the trolley, are estimated to be back in stock late July - we apologise for any inconvenience that this may cause***
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Refund policy

Refund Policy

 

Thanks for purchasing our products at Directhoses Limited. 

In order to be eligible for a refund, you have to return the product within 30 calendar days of your purchase. Your item must be unused, in the same condition that you received it, and in the original packaging.

To initiate a return, please contact us at sales@directhoses.com with your order number, the item(s) you wish to return, and the reason for the return. Our customer support team will guide you through the return process.

Returns are accepted in line with our warranty conditions. Should you wish to return a faulty item, please see the section below Damaged or Defective Items  - photos and/or videos of the item will be requested to assist in the return process.

When returning the product, please use the original packaging (cardboard box, polystyrene shapes). This is a must for our Pressure Washer range to ensure no damage occurs in transit back to us. Our Grey series of Pressure Washers must have the travel cap replaced or oil drained before shipping - any further damage caused to the pressure washer upon receipt as a result of poor packing could incur additional charges.  

Please be aware if you are receiving a refund you will only be refunded the item cost not the postage cost due to us having to pay the shipping cost.

If the item is ordered incorrectly, customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that we receive your returned item.

Exchanges

If you need to exchange an item, please contact us at sales@directhoses.com. We will guide you through the exchange process and provide you with the necessary instructions.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a reasonable number of days.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 24 hours of receiving the product so we can make a claim with the courier on-time. You must have photographic evidence of any damage to the box, packaging, product and shipping label and keep the item and packaging for the duration of the claim. Failure to do any of the above will invalidate your claim and no refund or replacement will be honoured. Note, claims may take up to 30 working days for a final resolution, no action will be taken until the claim has concluded.

Lost item

If your item has been delivered incorrectly, please email us within 24 hours of the parcel being delivered. 

If the parcel cannot be found, we will start an investigation with the relevant courier service, they will come back within 5 working days with an answer. Please be aware if the courier states the parcel has been delivered correctly & to the correct address, we are unable to offer any more assistance & you would need to contact the courier yourself to make a formal complaint.

We do try our best to help our customer with any issues which occur.

If anything is unclear or you have more questions, feel free to contact our customer support team.
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