UKG Direct EXTRA

  RETURNS & REFUNDS:

We here at UKG Direct EXTRA are committed to selling high-quality products we hope you'll enjoy using, but we also know that, for one reason or another, there may be a time when you may need to exchange or return something you've bought. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your E RECEIPT or order number, which can be found on your order confirmation, as you might need it as proof of purchase in the event of any after-sales queries. THESE RECEIPTS ARE ALL SENT VIA EMAIL AND NOT BY PAPER COPIES!.

What happens If I change my mind?

Our 30 days Returns Policy:

• Most things we sell are covered by our 30-day money-back guarantee, so just return them to us unused, in their original undamaged packaging (NOT OPENED), with your (EMAIL) E RECEIPT and we’ll give you a refund.
• If you don't have your (EMAIL) E RECEIPT, as long as you have a proof of purchase we'll exchange the item or give you a refund with our E MONEY Vouchers or in Your Form of Payment by (CREDIT/DEBIT CARD or BY PAYPAL).
• We MAY ALSO Just give you a Refund in E MONEY Vouchers if we feel that the Returned goods have been OPENED, DAMAGED OR DISFIGURED IN ANY WAY - SHAPE OR FORM!, and that we may not be able to sell them on.
• If you'd like to return something we've delivered, you can email us on our " Contact Us page ". * Please Note: COLLECTIONS MAY BE CHARGED BUT WE WILL COMPENSATE YOU BACK WITH E MONEY OFF VOUCHERS FOR YOUR NEXT PURCHASE. Your (EMAIL) E RECEIPT MAY BE  REQUIRED AS PROOF OF PURCHASE VIA THE DELIVERY COLLECTION DRIVER, BEFORE THEY TAKE IT AWAY.
• We're sorry but any form of any type of Jewellery or Watches can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty. We are also unable to exchange or refund foot spas and dental products due to hygiene and safety reasons, unless they're faulty. 
• To protect your personal security, we are also unable to accept returns on some non-faulty imaging and recording products such as MP3 players and digital cameras.
• Please note all video games consoles are excluded from the UKG Direct EXTRA 30 day money back guarantee. Please ensure you read the specification on the box before installation. We also cannot accept back video gaming software under our 30 day money back guarantee if the plastic wrapping has been unsealed – this does not affect your statutory rights.
• If a product is excluded from our 30-day money-back guarantee, it is clearly marked WHEN WE EMAIL YOU BACK WITH ANY INFORMATION FOR DELIVERY AND SPECIFICATIONS OF YOUR PRODUCT QUERY  OF THE UKG Direct EXTRA online store.
• If your product(s) have qualified for a free UKG Direct EXTRA E MONEY voucher and you return them under our 30-day-money-back-guarantee, the free UKG Direct EXTRA E MONEY Voucher must be returned. If the qualifying products aren’t returned then the UKG Direct EXTRA E MONEY voucher amount will be deducted from the money refunded.

Non Receipt of Items:

If you have not received your items you must let us know within 5 working days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed. Investigations into lost parcels can take up to 14 days. Refunds or replacements will not be issued until the investigation is complete. 

Products Damaged in Transit:

If your product is damaged in transit, we ask that you report it to us within 3 working days (24 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method.

Products Dead On Arrival (Up to 30 Days):

If you feel your item is faulty on arrival, we would advise contacting the manufacturer to trouble shoot the issue before organising a return with ourselves. Whilst we are happy to assist with items that fail within the units DOA period, in most cases goods that are at first thought to be faulty actually work. Often instruction books are poorly written or an item is slightly complicated to use, therefore are diagnosed as faulty by the end user incorrectly. Goods returned with no fault found are subject to a handling fee, so we wish to rule out this happening by performing trouble shooting with the manufacturer first. The handling fee can be avoided by running diagnostics with the manufacturer and if a fault is actually confirmed, obtaining the return to vendor authorisation or DOA code. As handling fees are the last thing we want for our customers, the call to the manufacturers technical helpline can often resolve the issue and prevent any unnecessary returns or inconvenience, saving you both time and handling fees for items found to be in full working order.

Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method.

Products Faulty Within The Warranty Period (After 30 Days):

If unfortunately your item(s) become faulty outside of the units DOA period, but is still within the warranty period of the unit, the quickest resolution would be to contact the manufacturer directly. On most occasions, they will arrange a collection and repair at no cost to yourself. It can take up to 30 days for the issue with your item to be resolved and the unit returned to yourself, but please be aware it can take longer depending on the manufacturer and the complexity of the problem. If you have purchased an open box or graded item, please complete your Faulty Products Information on our " CONTACT US "  page as the warranty with the item will be fulfilled by our Suppliers directly.

Whilst we are happy to deal with the manufacturer on your behalf, we advise the quickest route for repair is to send it directly to the manufacturer (our Suppliers designated repair centre) as sending the item to us to deal with the manufacturer does add an additional layer of administration to the repair process and ultimately increases the overall repair time (as worst case scenario, up to 3-5 weeks extra).