Return and Refund Policy

Return policy on customer remorse

If you change your mind, all items can be returned within 14 days, starting from the day after you receive your order. Please notify us for a seamless return process via email at info@directnine.uk

We only accept returns for customer remorse on the following conditions:

  • For items with a manufacturer seal, the manufacturer seal must be unopened
  • The item must be in its original packaging with all original accessories


To return the product, you must contact us first, and we will guide you on the return process. Don’t send items back without contacting us first. Returns must be shipped within 14 days of receiving instructions.

Return policy on damaged, wrong, or dysfunctional products

If you find products in your order damaged, wrong or dysfunctional, please contact us directly by email at info@directnine.uk.

In the aforementioned case, you will have 14 days to return these products and get a refund or replacement. This period starts from the day after you receive your order. This also includes items that become faulty within 14 days of receiving the order.

You will not be charged for return shipping as the shipping costs will already be paid by us in the return label.

Restocking Fee

There is no restocking fee for returned orders.

Returning an order

Contact us via email at info@directnine.uk, stating the reason for your return, and  our team will guide you on the process.

Canceling an order

You have 24 hours before the item(s) have been shipped to cancel your order.

In case your order has already been shipped, kindly follow the return policies stated above that correspond to your reason of return.

Lost shipments

If at least 2 days have elapsed since the expected delivery date, please contact our customer service via email at info@directnine.uk and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5-day investigation, the shipment will be declared lost, and you will be entitled to a full refund, or we will send a replacement if you choose so.

Refund process

The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund takes 5-10 business days to process. Refunds will be made in the original method of payment.

Contact Us:

Phone: +44 1304 807999

Email: info@directnine.uk

Working Hours: 9.00 am to 5.00 pm

Address: Hygeia Building Rear Ground Floor, 66-68 College Road, Harrow, Middlesex HA1 1BE, United Kingdom

DirectNine, Handelnine Global Limited