You may return your goods if they are faulty, you ordered the wrong items, or there are parts missing within 30 days of receiving the goods. Please note that this does not apply to goods that are made to consumer specification. All parts of the item (for non-faulty returns) will need to be in a resaleable condition including the item packaging, any accessories, instruction manuals and the item itself.
All returns need to include a cancellation / return form with the returns number, original order number, details of the reason for return and what action you want us to take such as refund or exchange. Please note we can only exchange like for like. If the item is more or less than the original order a new order will need to be placed.
Please note that any refunds will be issued without undue delay within 14 days of which we agree that you are due a refund.
Download our Cancellation & Return Form here.
You can cancel your order for whatever reason up to 14 days after your delivery is received. If you do want to return your item(s) please contact us on our customer care helpline or email customer care for a returns number within the 14 days of receipt. Goods must arrive back with us in their original condition no later than 10 working days after date the return was authorised by us. Any items that are sent back to us without prior approval and a returns number will not be processed and will be returned to the customer. The customer is responsible for ensuring the order reaches us and the returns postage cost paid at their expense. We cannot accept liability if an item goes missing in transit when being returned. Please ensure when returning any items to us that the package is to be signed for and can be tracked in case it does go missing. Any items being returned should include ALL parts and accessories including instruction manuals, cables, batteries, and any other item sent with the product. We also require the goods to be in their original packaging and the original packaging undamaged and fit for resale.
Should any part of the goods supplied NOT be returned, we reserve the right to charge your credit/debit card for the value of replacement of the missing item(s). Please take care when packing the items to ensure they reach us undamaged. The customer is liable for the goods until they are received into our warehouse. Any item received back that was damaged in transit (including items and the original packaging) may be subject to a charge. We cannot sell returned items without the original packaging. This charge will be determined once the damage is assessed.
If your goods arrive and there appears to be a fault upon installation, please contact our customer care team within 30 days of receipt of delivery who will arrange a collection on your behalf at your earliest convenience. If a replacement is required urgently, it is advised that you re-purchase the item in question as the original goods need sending back to the manufacturer for confirmation of fault, with this process taking 10-14 days.
Once / If the fault is confirmed, we will issue you a full refund against the cost of the original item purchased.
Please note that any refunds will be issued without undue delay within 14 days of which we agree that you are due a refund.
If your goods arrive damaged and the damage is visible when receiving the order, please ensure the consignment is refused or signed for as damaged.
If your order is damaged upon arrival and not visible, please email info@superlecdirect.com stating your order ID, photographic evidence of the damages and also a contact number so a member of the team can contact you within regards to the damages.
Depending on the nature of the damage, which will be discussed on first contact a new order may need to be placed and a collection for the damaged item will be raised pending further investigation within regards to a full refund.
Special products are also known as any items that have been ordered in especially or cables that have been cut to length specified by the customer. Once the special products have been ordered or cut to length it is at Superlecs discretion to advise if the order can be cancelled / customer to return the item(s) with a handling charge which the customer will be notified of on an agreed cancelled order or in receipt of a returns reference.
Should a return be agreed for a special product, please ensure that it is returned in the condition received in including original packaging, all accessories, instruction manuals and any free gifts. The customer is obliged to advise the wish to return within 14 days of receipt of order. Customers are responsible for the cost and safe return of the goods unless a fault has been specified before dispatch.
Some manufacturers require that troubleshooting and returns processes are handled with them directly. Those manufacturers will be listed below:
If you need to cancel your order, please download our cancellation / return form.
