Return Policy
Last Updated: 24th Feb 2026
At GKN Direct, we are committed to providing you with high-quality IT products and a satisfying shopping experience. We understand that occasionally, you may need to request a refund or return a product. Please review our Refund Policy to understand the terms and conditions of our refund process.
1. Eligibility for Refunds
We offer refunds under the following circumstances:
Defective or Damaged Products:
If you receive a product that is defective, damaged during shipping, or does not match the description provided on our website, you are eligible for a refund.
Order Cancellation:
If you wish to cancel an order before it has been shipped, please contact our customer support team immediately.
Change of Mind:
You have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
14 days to change your mind, online, and telephone, sales only. You pay costs of return.
2. Refund Process
To initiate a refund, follow these steps:
Contact our Customer Support Team:
Reach out to our customer support team within 14 days of receiving your order, depending on the circumstances for the return.
Provide Relevant Information:
When contacting our support team, please provide your order number, a description of the issue, and photographic evidence if the product is defective or damaged.
Approval and Instructions:
Our team will review your request and provide you with instructions on returning the product. Please follow these instructions carefully.
Inspection:
Once we receive the returned product, we will inspect it to ensure it meets the eligibility criteria, we may reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
Refund or Replacement:
If the product meets the criteria, we will process a refund to your original payment method or offer a replacement, as per your preference. Please allow; 4-6 business days for the refund to reflect in your account.
3. Return Window
The return window for different circumstances is as follows:
Defective Products: 14 days after notifying the customer service representative
Damaged Products: 14 days after notifying the customer service representative
4. Non-Refundable Items
Please note that the following items are non-refundable:
- Products that are software licences cannot be refunded.
- Apple products, including AirPods, iPhones, iPads, and MacBooks, are not eligible for a refund unless they are in :
-
- Unused condition with all original components;
- In its original packaging (with the tags if applicable); and
- In a re-saleable condition.
- Or, unless they are confirmed to be faulty.
5. Contact Us
If you have any questions or need assistance with a return or refund, please contact our Customer Support Team at [email protected].
6. Your Rights and Manufacturer Warranty Information
If you think there is something wrong with your product, you must contact us at: [email protected]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
All goods are supplied with a warranty for up to 12 months. Some products contain their own manufacturer’s warranty, which may vary between manufacturers. Any warranty related issues you must contact the manufacturer directly.
We request that products be returned to us within 14 days of our Returns confirmation.
We will then ensure that we deal with the return as quickly as possible.
7. Changes to This Policy
GKN Direct reserves the right to make changes to this Refund Policy. Any changes will be updated on this page with a new "Last Updated" date.Thank you for shopping with GKN Direct. We are here to assist you with any concerns you may have regarding your IT product purchases.