Ultimate Direct Ltd are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using firstname.lastname@example.org.
The aim of our business is to provide all products in good order to you, the paying customer, and in the best possible delivery time. However, there is always going to be a small percentage of orders that do not go to plan. Below is a guide to our methods and procedures. You can always call us if necessary but we have made an effort to make the terms as clear as possible.
Making a purchase could not be easier. Just browse our online store, and click on any items that you wish to buy and click the "Add to Cart" button. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.
When entering your address please use a home address/business address to which the paying card is registered otherwise the transaction risks falling foul of the security checks made automatically by Sage Pay. If the goods need to be delivered to an alternative address then simply use the delivery address fields for this purpose.
Our site and our couriers operate on a Postcode driven basis so please ensure that your postcode is correctly entered, it is very important! The postcode system that we use is updated regularly but if you have any issues please call us on 01472 823777 and we can guide you through the online system or take the order by phone. A telephone order is processed using the same secure payment gateway and financial details for card transactions are never recorded.
We accept payments from all major credit cards. If you are shopping from outside the UK, place your order normally and your credit card company will convert the transaction to your own currency automatically.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
In most cases if an order cannot be fulfilled then that card based transaction can be made VOID before funds are taken, this is possible for any card based transaction within the same calendar day e.g. an order placed by card on the 5th October can be rendered void on the 5th October if necessary. This hopefully should not arise but it does mean that we can prevent unnecessary refunds that can take several working days to arrive back with the customer.
Paypal based transactions cannot be reversed without processing the returned funds via Paypal. For guidance only Paypal refunds operate in the following manner:
Any technical problems please do not hesitate to contact us.
Please Note that on delivery if no one is in to receive the parcel, then neighbours will be automatically contacted to sign for the delivery.
If your item is not in stock, we will not automatically back order for you. The reason for this is that we are not in control of supplier stock levels and these can, in some cases, cause inconvenient delays for customers. We will try to help out with expected delivery dates on items not in stock, but these will be estimates based on that supplier's own expected re-stock date.
We can be contacted for Special Orders and we shall always try to provide an expected delivery date that will reflect the information given to us by the supplier. These orders may however incur a charge for delivery to us by the supplier.
For orders made from the UK or the European Union, 20% VAT is added. Please note that product prices are displayed inclusive of VAT.
All other orders are VAT free and will automatically be charged the correct price for your country.
Also for International orders please e-mail (email@example.com) for accurate postage cost.
The site uses 100% secure encryption techniques for transferring your credit card details during a transaction! Your credit card will not be charged until your order is ready to be shipped.
*Please Note* The following applies only to goods purchased online or by mail order.
At Ultimate Direct we want you to be satisfied every time you shop with us so we make our returns policy simple. Goods for return or exchange must be sent back to us within 14 days of receipt. DVDs and CD ROMs may only be returned for replacements of original order. Simply send returns back to us at the address below via a secure Post Office service. (Royal Mail Special Delivery service recommended). Upon receipt of the goods we will, send replacement goods or issue a full refund for the price of the goods returned. Our only stipulation is that they are in a saleable condition, in other words;
We will issue the refund (or send out an exchange) within 30 days, and you will see the credit on your card after approximately 3 or 4 working days. Although we issue the credit straight away it takes this length of time to work its way through the banking system (some building societies can take up to 10 days). A refund will show on your card under the name Ultimate Direct. Please note that refunds on Paypal funded orders are subject to factors beyond our control (Please see Making a Purchase).
Where Faulty or Damaged goods are received please contact the store on 01472 823777 selecting customer services number within 30 Days of receipt; or email us.
Where goods cannot be easily returned (due to their volume, for example) then we can arrange a collection.
In all collections, packaging by the customer will be required to facilitate safe return. Collections generally require a person to be present at the address on the agreed day (unless a specific agreement has been made otherwise) or the collection will fail but a cost will still be incurred to us. Regrettably this may be reflected in a reduction in refund by an amount equal to the cost of collection.
In all collections, packaging by the customer will be required to facilitate safe return. Collections require a person to be present at the address on the agreed day or the collection will fail but a cost will still be incurred to us.
All items that are dirty and/or wet will be will be retuned un-repaired at your cost, before even being evaluated.