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Returns Policy
At SES Direct, our goal is to get your gear up and running as quickly as possible. If you've ordered the wrong part, we’re here to help and will do our best to sort things out for you.
Return Eligibility:
- Our return policy is valid for 14 working days from the delivery date of your order. Unfortunately, if 14 working days have passed, we cannot offer a refund or exchange.
- To be eligible for a return, the item must be unused, in the same condition as when you received it, and in its original packaging.
- Please note we do not take liability for the accuracy of photos as we go by part numbers not photos.
Return Process:
- Before returning any item, please contact us to receive a return number, which must accompany your returned goods. This will be supplied via email.
- Return shipping costs are the customer’s responsibility.
- Electrical items are only credited at our discretion.
- A restocking fee of 20% or $15.00 (whichever is greater) applies to common items we stock.
- For ‘indent’ parts (special orders made just for you), a minimum 25% restocking fee applies.
- Some specialist or ‘one-off’ items may not be eligible for return if they cannot be sent back to our suppliers.
Freight Credit:
We will only credit freight costs if we sent the incorrect part by mistake.
If you're unsure about a product or need clarification on our returns policy, please contact us before placing your order. We're happy to help! You can reach us at 0800 296 586.
We're pleased to share some exciting news with our customers.
As of 31 July, SES Direct will officially transition to new ownership, with the existing management team taking over the business. Many of you will already know them—they've been integral members of the SES Direct team for several years and have played a significant role in building the business into what it is today.
As part of this exciting new chapter, we're also relocating to a new warehouse and office. Between 22 July and 30 July, we'll be moving into our new premises. During this time, there may be some minor delays with order dispatch and customer enquiries while we complete the transition.
Important Order Information
- All orders placed up to 9:00 am on 31 July 2026 will be supplied and serviced by SES Direct Ltd.
- All orders placed from 9:01 am on 31 July 2026 onwards will be supplied and serviced by SES Direct 2026 Ltd under the new ownership.
Rest assured, it's very much business as usual. Our supplier network will continue operating, and we'll be doing everything we can to minimise any disruption during the move.
I'd like to personally thank all of our customers, suppliers, and supporters who have backed SES Direct over the years. Your loyalty and support have made this business what it is today.
After more than 12 years building SES Direct, I'm incredibly proud to be handing the reins over to the team. They know the business inside and out, share the same commitment to customer service, and are well positioned to lead SES Direct into its next chapter.
While ownership is changing, you'll continue to see the same friendly faces, the same commitment to service, and the same passion for helping customers.
Thank you again for your continued support. We look forward to welcoming you to our new premises and continuing to serve you for many years to come.
Kind regards,
Alex McCallum
