Returns & Cancellations Policy
As a dedicated B2B supplier of event furniture and catering equipment, our policies are tailored for business transactions. This page outlines Expo Direct's procedures for order cancellations, reporting problems with goods received, and terms for used stock. Understanding these guidelines helps ensure smooth operations for your business.
Cancelling Orders Before Collection or Delivery
We understand that business plans can change. If you need to cancel an order, please contact us as soon as possible. Due to the nature of B2B event equipment supply, including potential customisation, logistics, and re-stocking costs, cancellation refunds are dependent on the notice period provided before your scheduled collection or delivery date.
| Notice given before collection or delivery date | Refund Amount |
|---|---|
| More than 28 days | 75% of order value |
| 14 to 28 days | 50% of order value |
| Less than 14 days | No refund issued |
To cancel your order, please email sales@expodirect.co.uk immediately, quoting your order number and providing the reason for cancellation. The sooner you notify us, the more options may be available to you.
After Collection or Delivery
Once your order has been collected or delivered, cancellations are no longer accepted, and refunds for partial order cancellations cannot be processed. This policy helps us manage logistics and stock efficiently for our B2B clients.
If you encounter any issues — such as transit damage, missing items, or a discrepancy from what was ordered — please refer to the 'How to Report a Problem' section below for immediate action.
Used & Graded Stock Policy
Products specifically sold as Used or designated as Good Used Condition are supplied on an 'as-is' and 'as-seen' basis.
- Returns for used items are generally not accepted, unless the goods materially differ from their specific description at the time of sale.
- Undisclosed significant defects, not declared during the purchase process, may also qualify for review.
- We strongly encourage you to contact us for additional photos or information if you have any doubts about the condition before purchasing used items.
How to Report a Problem with Your Order
Ensuring your order is perfect is important. Follow these critical steps if you identify any issues with items received:
Immediate Inspection: Carefully inspect all items as soon as they are delivered or collected. Document any visible damage, discrepancies, or missing items with clear photographs *before* moving or installing anything.
Report Within 24 Hours: Email sales@expodirect.co.uk within 24 hours of receipt. Include your order number, a detailed description of the issue, and attach all relevant photographs.
Our Review Process: We aim to respond within one business day. Our team will review your report based on the condition of the goods and the circumstances of supply, then confirm the appropriate next steps.
Crucial: Any issues, including transit damage, discrepancies, or missing items, *must* be reported *before* goods are installed or used. Resolution may not be possible for problems identified after items have been put into service at your event or venue.
Common Questions About Returns & Cancellations
Can I cancel my order on the day of delivery?
No. Order cancellations are only accepted prior to the scheduled collection or delivery. Cancellations made with less than 14 days' notice do not qualify for a refund.
Can I return part of a large order after delivery?
No. Once goods have left our warehouse and been delivered, partial order cancellations are generally not accepted for refund or return.
The item looks different from the website photos — what should I do?
Email us immediately with your order number and photographs. While we strive for accurate product representation, if there is a genuine material discrepancy from the product description, we will review the matter and agree on next steps.
How quickly will Expo Direct respond to my problem report?
We aim to respond to all problem reports within one business day. To avoid any delays, please ensure your email includes your order number, clear photographs, and a detailed description of the issue.
Explore Related Information
Need Further Assistance?
If you have any specific questions regarding your order, a return, or a cancellation that isn't covered here, our dedicated team is ready to help. Prompt communication allows us to provide the best possible support and explore available options.
Call Us: 0800 910 1919
Email Us: sales@expodirect.co.uk