Refund policy

Return and Refund Policy

Effective Date: October 8, 2026

At Directly Cart, we strive to ensure a smooth and transparent shopping experience for our customers across the UK while adhering strictly to our verified Shopify Payments account standards and Australian regulatory framework. Please read our comprehensive Return and Refund Policy carefully before making a purchase.

1. Overview and Scope

  • This policy applies to all physical goods purchased through Directly Cart (operated by Rodney Bruce Polain).

  • Because our merchant account and operations are legally established and registered in Australia, our return framework complies with Australian Consumer Law (ACL) standards while accommodating international buyers.

  • To prevent payment disputes, chargebacks, and account flags under Shopify Payments, all return requests must adhere strictly to the procedures and timelines outlined below.

2. Eligibility for Returns

  • You have 30 calendar days from the exact date of delivery to request and initiate a return.

  • To be eligible for a return, the item must be unused, unworn, unwashed, free from any defects or odors, and in the exact same condition that you received it.

  • The product must also be in its original, undamaged packaging with all tags, labels, and manuals attached. Items returned without original packaging or showing signs of use may be refused or subject to a partial restocking fee.

  • Certain items are exempt from being returned, including clearance items, personalized goods, and intimate or sanitary products.

3. Return Shipping Costs & Instructions

  • Customers are responsible for paying all shipping costs associated with returning an item, unless the item arrived damaged, defective, or incorrect. Original shipping charges and return shipping fees are non-refundable.

  • When shipping items back from international locations (such as the UK), you must use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

  • All authorized returns must be sent directly to our official registered business address:

    Directly Cart

    Attn: Rodney Bruce Polain

    112 Queen Street, Brisbane City, Queensland, 4000, Australia

4. Defective, Damaged, or Incorrect Items

  • If you receive an item that is defective, damaged during transit, or incorrect, you must contact us within 7 days of delivery at directlycart@outlook.com with photographic evidence and your order number.

  • Upon verification, we will provide instructions for returning the item at our expense or issuing a replacement/refund without requiring a physical return, at our sole discretion.

5. Refund Processing via Shopify Payments

  • Once your returned item is received, inspected, and approved at our facility, we will send you an email notification confirming the status of your refund.

  • If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment via Shopify Payments within a certain number of business days, depending on your card-issuing bank or financial institution's processing times.

6. Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same article due to a defect, contact us at directlycart@outlook.com or call us at +61 450 962 855 to coordinate the process.

Contact Information:

  • Store Name: Directly Cart

  • Responsible Person: Rodney Bruce Polain

  • Email: directlycart@outlook.com

  • Phone: +61 450 962 855

  • Address: 112 Queen Street, Brisbane City, Queensland, 4000, Australia