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Return policy


Product Return

Product should be returned in the original packaging along with user manuals within 14 days from the date of delivery. Before returning please inform the client service of your decision via e-mail or by phone 09 3157 7012 in order to receive the detailed instructions as to how to proceed. 


14 day return policy

You have the right to withdraw the product within 14 days starting from receiving the product. All the transactions associated with the purchase will be refunded including transportation costs (except various postal charges for home delivery) within 14 days after receiving your withdrawal application. Repayment is carried out using the same payment method that was used while purchasing the product. In case you are not approving some of the alternative options, repayment can be performed without extra charges. We reserve the right to postpone the repayment until we will receive the product back or until you would confirm that the product is on its way back. 

You can withdraw the product by filling in the withdrawal form. In this case you will receive a confirmation via e-mail.  

Also you have the option to withdraw the product via e-mail or by mail: Direct123, Tammsaare tee 134B, 12918, Tallinn. To present the withdrawal application we advise you to use a form, however it is not compulsory.

What cannot be returned?

Return policy does not apply to products with damaged packaging. Neither does the policy apply to products custom-made or modified according to client’s wishes, products which cannot be put back on sale, as well as products with a broken seal, including software, games, movies, as well as audio and video recordings.


Personal care and hygiene products cannot be returned after the pachake has been opened due to their personal properties. Such products include shavers, epilators, trimmers, hair clippers, electrical toothbrushes, and oral hygiene products, thermometers and blood pressure monitors, as well as headphones, headsets and hands-free systems.


Make sure that the product is returned undamaged.

The products must be returned or sent back in one piece. All products should be packed carefully, so that they will not be damaged during transportation. We require the products to be sent back in their original packaging, which the manufacturer has designed to provide the safety of the product during transportation. The product should be in the same condition as it was when you first received it. If the product is damaged or lost due to negligence, the refund right is void.


Transportation damage

If immediately upon the delivery the customer discovers that the product appears to have sustained a transportation damage, the customer must take the most accurate digital pictures of the damage and send them along with the order number via e-mail at The transportation damage notification must be submitted as early as possible but no later than 3 days after delivery. Should the delivered product be defective or have sustained a transportation damage, we will make sure the product is replaced at no additional cost and as soon as possible.


Force Majeure 

Direct123 cannot be held responsible for delivery delays or ordered product loss caused by the third party specified in the contract, or any other unforeseen circumstances, as well as an insurmountable obstacle (Force Majeure). Should the ordered product not be delivered by the deadline expected, Direct123 will require the transportation company statement. Orders can not be replaced or cancelled before the enquiry is finished.