Delivery & Returns
How dispatch, delivery issues, cancellations and returns are handled.
Ordering and dispatch
Orders are subject to payment confirmation, stock availability, relevant eligibility checks and any product-specific handling requirements. See our Delivery information for delivery details, or contact customer service for dispatch estimates, service options and charges.
Storage-sensitive products
Some products may require special storage, packaging or transport. Relevant instructions will follow the product and supplier documentation. Customers should inspect products on arrival and follow the stated handling requirements.
Delivery problems
If an item arrives damaged, appears incorrect or is missing, contact orders@ateradirect.co.uk promptly, with your order reference and relevant photographs. Your statutory rights remain unaffected.
Cancellations and returns
For qualifying consumer distance purchases, a legal cancellation right will normally apply for 14 days after delivery, subject to applicable exceptions. Different rules may apply to business-to-business purchases, and certain sealed items may be excluded once unsealed where the legal conditions are satisfied. We will assess the applicable rules and nature of the goods rather than impose a blanket "no returns" policy.
How to request a return
Contact orders@ateradirect.co.uk with your order number and the reason for contacting us. Return address and instructions: Contact customer service for details. Do not send sensitive or temperature-controlled goods without receiving appropriate instructions.
Refunds
Where a refund is due, we will process it in accordance with applicable law and notify you of the outcome.