Let’s keep it simple.

If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days for a full refund (excluding original delivery fees).

When you receive your order check it carefully to ensure you are happy with it. Keep the original packaging as this speeds up the refund process.


Postal returns

If you would like to return an item purchased through our website or over the phone, you are responsible for covering the returns postage cost.  Where possible use the original packaging to return the item. If it is broken on arrival it is useful to take photographs.

Faulty items

If you believe your item is faulty, please contact our customer services on 01434 409085 or email info@ibbidirect.co.uk. We will be able to advise you on the next steps and will help to organise a return or a replacement.

We also ask that you do not return a faulty item without contacting our customer care team first.

If an item is agreed to be faulty, defective or broken, you will not be responsible for covering the returns postage cost.


We are only able to offer a like-for-like exchange if the item is faulty and there is available stock.  If the item is not in stock then you will be offered a full refund.

Returns Terms & Conditions

To recap
  • Unwanted items must be returned within 14 working days of receipt to qualify for a refund.
  • Any unwanted items returned after this time but up to 28 days after receipt will receive a credit note.
  • We are happy to exchange unwanted items for different items.
  • You are responsible for covering the cost of returning an unwanted item.
  • If you believe an item is faulty, please contact our customer care team before taking any further action. 01434 409085
  • Please ensure all items are packaged securely and sufficiently to withstand delivery journey. Failure to do so may leave ibbi unable to refund you.
  • We recommend that you return goods using an insured, registered delivery service and keep the receipt. We are unable to accept liability for goods lost or damaged in transit back to us.
  • Please take care to fully inspect items upon delivery to ensure you are happy with them before disposing of packaging. Failure to do so may result is us being unable to refund you.
  • We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
Returns Address

The ibbi Building, Vallum Farm, East Wallhouses, Newcastle on Tyne, NE18 0LL

Tel: 01434 409085

Click here for full Terms & Conditions