Returns & refunds

Consumer cancellations — changing your mind

If you buy goods online as a consumer, you will normally have the legal right to cancel without giving a reason. A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

Your cancellation period

You normally have 14 calendar days after receiving the goods to tell us that you wish to cancel. Where an order includes several goods delivered separately, the period will normally run from receipt of the last item. After notifying us, you normally have a further 14 calendar days to send the goods back.

You can cancel by making any clear statement of your decision. You do not need to give a reason, use a particular form or obtain return authorisation to exercise this right. Including an order number helps us identify your purchase.

Returning the goods

For a consumer change-of-mind cancellation, you are responsible for the direct cost of returning the goods where we informed you of that responsibility before purchase and the law permits it. You can arrange a suitable postal or courier service, including a service that collects from your address. Package the goods securely and retain proof of dispatch.

You may inspect goods as you reasonably would in a shop. You do not have to keep original packaging unopened to use your statutory cancellation right. However, where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, the law may permit a deduction for resulting loss in value.

Refunds after cancellation

Where the statutory right applies, we will refund the amount due for the cancelled goods, including the cost of our least expensive standard outbound delivery option where required by law. Extra charges for an upgraded delivery service need not be refunded beyond that standard amount.

We will refund without undue delay and no later than the statutory deadline. For goods to be returned, this is generally within 14 days after we receive the goods or, if earlier, evidence that they have been sent back. We will normally use the original payment method unless you expressly agree otherwise.

The voluntary business restocking charge and unopened-packaging requirements do not apply to statutory consumer cancellations.

Voluntary returns for business customers

Business customers do not have the statutory consumer change-of-mind cancellation right. DCD nevertheless offers a voluntary return arrangement for eligible standard stock goods purchased wholly or mainly for business purposes.

Return window and authorisation

Contact us to request a voluntary return within 14 calendar days of delivery. Please provide your order number, the item or SKU, quantity and reason for return. Do not dispatch the goods until we have confirmed eligibility and provided a return authorisation.

Once authorised, dispatch the goods within 14 calendar days of the authorisation unless another period is expressly agreed in writing. Authorisation permits the goods to be sent for inspection; it does not guarantee acceptance or a refund.

Unopened packaging and resale condition

To qualify, all returned goods must be unused, uninstalled, unassembled, unmodified, undamaged and complete, including every supplied component, fixing, accessory and instruction. The original product packaging must remain unopened and undamaged, with any factory seals intact. The goods must be suitable for resale as new.

Opening an additional outer delivery carton solely to identify the contents does not by itself disqualify a return, provided the product's original packaging remains unopened and undamaged. Products that have been assembled, installed, used, altered, incompletely repacked or opened at product-packaging level will normally be ineligible for a voluntary return.

Restocking charge

For an accepted voluntary business return, the restocking charge is 25% of the net selling value of the eligible goods being returned, capped at £25 per authorised return, plus VAT at the applicable rate. The calculation excludes VAT and delivery charges from the value of the goods used to determine the charge. The £25 cap applies to the authorised return as a whole, not to each individual item.

For example, where the restocking charge is £10 before VAT, the amount is £12 including VAT at 20%. The maximum at that VAT rate is £30 including VAT. The amount retained will be reflected in the refund or credit documentation in accordance with the applicable VAT treatment.

The restocking charge is deducted from the approved refund. Original outbound delivery costs and the customer's return carriage costs are not normally refunded for voluntary business change-of-mind returns.

Items that do not qualify

We may decline voluntary returns of bespoke, personalised or modified goods; products specially procured on agreed non-returnable terms; goods with opened or damaged original packaging or broken factory seals; assembled, installed or used products; or incomplete or damaged goods. Any special-order or non-returnable condition should be communicated before the order is accepted. A standard catalogue product being temporarily out of stock does not, by itself, make it a non-returnable special order.

These voluntary conditions do not affect applicable legal or contractual remedies for goods that are faulty or incorrectly supplied.

Business return carriage and transit damage

For voluntary business returns, you must arrange and pay for the return shipment. DCD does not arrange courier collections as part of its standard voluntary business returns process. Choose a service suitable for the goods' size, weight and value; we recommend tracking and appropriate insurance.

Goods must be safely protected in suitable additional transit packaging. For large or heavy products, use appropriate protective materials and handling arrangements. Retain proof of dispatch, tracking information and photographs of the packed goods where practical.

For customer-arranged voluntary business returns, you bear the risk of loss or damage in return transit until the goods are delivered to our designated returns address. Damage occurring during the return journey may cause the voluntary return to be rejected, even if we have previously issued authorisation.

When a return arrives damaged

We inspect voluntary business returns on receipt. If the goods or original product packaging arrive damaged, opened, incomplete or otherwise unsuitable for resale as new, we may decline the return and withhold the refund for those goods. Proof of delivery does not by itself mean a return has been accepted.

We will explain why a return has been declined and provide supporting photographs where practicable. The customer is responsible for pursuing any claim with their chosen carrier and for arranging and paying for collection or onward transport of rejected goods. We will contact the customer about reasonable arrangements and will not automatically dispose of rejected goods.

These carriage conditions concern voluntary business returns and do not override statutory consumer rights or applicable remedies where DCD supplied faulty, damaged or incorrect goods.

Not quite right? Let’s talk.

If something isn't right with your order, please get in touch before arranging a return shipment. We're here to listen, understand the problem and help find a sensible way forward.

We may be able to help you identify a suitable courier service, offer practical packing advice or discuss an alternative way to resolve your enquiry. Our aim is to avoid unnecessary expense or inconvenience wherever possible.

Call 0121 605 8477 or contact our team.

For voluntary business returns, prior authorisation and customer-arranged, customer-funded return carriage remain the standard requirements unless we expressly agree otherwise. Consumers do not need to seek advice or obtain permission to exercise statutory cancellation rights, and contacting us for advice does not extend or restrict legal time limits.

Faulty goods

If you believe a product is faulty, contact us with your order number, the product or SKU and a description of the issue. Please speak to us before dispatching faulty items so we can advise on a suitable assessment or return route.

Consumers

Consumer goods must meet applicable requirements, including being of satisfactory quality, as described and fit for purpose where required. Depending on the circumstances, your remedies may include the short-term right to reject, repair, replacement, price reduction or final rejection. These rights are separate from and may last beyond the 14-day change-of-mind cancellation period.

Business customers

We assess business fault reports under applicable law, the agreed Terms & Conditions and any relevant product warranty. The unopened-packaging requirement and voluntary business restocking charge do not apply to valid fault claims. Manufacturer warranties are additional to consumer statutory rights and do not replace them.

Damaged, missing or incorrectly supplied goods

If goods arrive damaged, incomplete or different from what you ordered, contact us as soon as reasonably practical. Tell us your order number, the affected SKU and quantity, and what is wrong. Photos of the product and any damaged packaging can be helpful.

We will investigate and arrange the appropriate remedy in accordance with your rights and the circumstances. The voluntary business restocking charge does not apply to a valid claim for goods for which DCD is responsible. Consumers will not be required to pay return costs that applicable law requires us to bear.

Reporting damage promptly helps with carrier investigations, but this request does not impose an arbitrary deadline on consumers' statutory rights.

How to request a return

1. Contact us: Give the order number, item or SKU, and tell us whether it is unwanted, faulty, damaged, incomplete or incorrect. Consumer statutory cancellations may be made by any clear statement.
2. Receive instructions: For voluntary business returns, wait for authorisation and a reference before dispatch. Consumer cancellation is not conditional on receiving authorisation.
3. Pack and dispatch: Choose suitable return carriage, protect the goods and keep proof of dispatch. Include a return reference if one has been issued.
4. Resolution: We will advise on the outcome. Voluntary business refunds follow inspection and acceptance; statutory consumer refund deadlines remain as required by law.

Returns address

Data Cabinets Direct
Comlynx Communications Limited
Radley House
482 Brays Road
Birmingham
West Midlands
B26 2RT
United Kingdom

For voluntary business returns, please obtain authorisation before sending anything to this address. Consumers may use any clear statement to cancel and do not need authorisation to exercise that right.

Refunds

Consumer cancellations: We will process the refund in accordance with applicable statutory cancellation requirements, including relevant standard outbound delivery charges, payment method and timing. No voluntary business restocking charge applies.

Voluntary business returns: Once eligible returned goods have been inspected and accepted, we will arrange a refund to the original payment method or an agreed account credit, less the agreed restocking charge, with the applicable VAT reflected in the documentation. Original delivery and customer-arranged return costs are not normally refunded.

Faulty, damaged or incorrectly supplied goods: Where a refund is the appropriate remedy, we will calculate and process it in accordance with applicable legal and contractual rights. The voluntary business restocking charge does not apply.

Example consumer cancellation notice

You do not have to use this form. You can send any clear statement of cancellation, including through our contact form.

To: Comlynx Communications Limited, trading as Data Cabinets Direct, Radley House, 482 Brays Road, Birmingham, B26 2RT.

I/we give notice that I/we cancel my/our contract for the sale of the following goods: [goods].

Ordered on: [date]. Received on: [date].
Name: [name].
Address: [address].
Order number (if known): [number].
Date: [date].

Signature (only if submitted on paper): [signature].