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Refund and Returns Policy

Overview

Our refund and returns policy last up 30 days depending on product categories. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

It is highly recommended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.

We want our customers to be satisfied with their order.  If you are not happy with your order, please email us on contact@orderdirect.ky with your order number within 24 hours of collecting/receiving you order and we will be in touch.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-Perishable items

We are happy to refund non perishable items within 7 days of purchase as long as they are unopened, resalable and in the same condition it was when purchased. To arrange a refund, please email us on contact@orderdirect.ky with your name and order number.  We shall then be in touch to confirm the refund process. Please note all items being returned, are the responsibility of the customer until we confirm the products have been returned in a re-sellable condition.

Items requiring a refund will need to be returned to us at the cost of the customer.  Shipping and delivery costs will be not refunded. A refund will only be provided for the products being returned and once received in a re-sellable condition.

Please note that refunds will be processed within 7 days of the item being received. Please allow up to 10 working days from your refund being authorised for your account to be credited.

Refunds will only be made to the card used at the time of purchase.

If more than 7 days have passed since your purchase date, unfortunately we can not offer you a refund or exchange.

Exempt from being returned

Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

There are certain situations where only partial refunds are granted:

  • Toys or Electronics with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have collected your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your debit/credit card or original method of payment, within a certain amount of days.

Shipping and delivery costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your debit/credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@orderdirect.ky.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. Items will only be exchanged for the same item. If you need to exchange it for the same item, send us an email at contact@orderdirect.ky and we will arrange the exchange.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is returned, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order delivered to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

How to Returns

To return your product, you should first contact the OrderDirect Team at contact@orderdirect.ky. We will then contact you to arrange pickup/collection of the item you want to return.

Depending on where you live on the island, the time it may take for your product to be picked up may vary.

Need help?

Contact us at contact@orderdirect.ky or 345-516-9266 for questions related to refunds and returns.