Guarantee / Fault Process /Complaints

14 Day Money Back Guarantee

If you are unhappy with the goods in any way, you can return them within 14 days of delivery date. All goods must be returned complete & undamaged with their original packaging, documentation and manuals in a resalable condition for a refund.

Purchases will also be subject to a re-stocking fee if the goods are returned and not required (min 20%)

12 Months Guarantee

All our products have a minimum 12-MONTH full guarantee from date of purchase.

All the products we supply are brand new unless specified.

You must notify us within 48 hours if goods have been damaged in transit.

The guarantee does not cover wear & tear, accidental or wilful damage.

5% Off on your full order for Schools, Goverments and NHS. Minimum order is £200. This offers does not include sale items.

What to do if your product develops a fault

In the unlikely event of a fault occurring within the guarantee period please fill out the form below.

Please ensure all returned goods are adequately insured (to the value of the goods). Goods must be well packaged and proof of postage obtained, as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party.

Upon return, if the goods are found to be faulty we will refund you to the value of your return postage up to the value of £5.00. If no fault is found we reserve the right to charge you for the cost of returning the goods back to you.

A copy of the purchase invoice (receipt) must accompany any returned product.

You can send your faulty product back to the following address:

Returns Department (RMA Number)

IP Direct
Unit 202, The Waterfront
Stonehouse Business Park,
Sperry way,
GL10 3UT

If possible, please write your order/invoice number clearly on the back of the package.

Your statutory rights are not affected

Complaints Procedure

IP Direct takes complaints very seriously, therefore if you are unhappy about any of the services that we provide then please contact the Head of Customer Services in the first instance on 0800 280 2280. Or write to us at:

IP Direct
Unit 202, The Waterfront
Stonehouse Business Park,
GL10 3UT


Once received, Connexus Networks will acknowledge receipt of the complaint within 24 hours. Whatever your complaint, we will give you our initial response to it no longer than 5 working days from when you notified us.

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