FAQ

Browsing

• Why do some products have images and others do not?

We have over 2,000 products online and when new products are created on the website, there may be a short period before an image is added. Check back after a day or two.

• How do I know the specification is correct?

We have a specialist department that take great care in sourcing information and images from the manufacturers. However, mistakes do occur and should you feel that any of our information is incorrect please contact us.

• How do I compare items?

Browse to an item listings page. Click the compare tick box and click the 'Add to compare list' button.

• How do I delete items in my shopping basket?

To delete items in your Shopping Basket simply click the red delete button next to that particular item. The page will automatically refresh and the item will be deleted.

• How do I checkout?

When you are ready to complete your order click on the Checkout button on the Basket page. You will then be taken through 4 easy steps to complete your order: Personal Details, Payment Details, Payment Confirmation and Checkout Finish

• What can I do if I can't find what I'm looking for?

If you have had no luck finding the product you are looking for try using our Advanced Search at the top left of the page or alternatively contact us.

• Where do I report a technical fault or pages that don't work?

Should you be experiencing any incompatibility please contact us.

• Where can I get accessories for my item(s)?

We supply various accessories and related items for your purchases. You will often see related items & accessories on product details pages. We also refer to them when you add items to your basket. If there’s something in particular you would you like which we do not stock click here to contact us.

Ordering

• Do I have to be a member to order a product?

You do not have to be a member to order a product. You can simply proceed to checkout where you will be asked for your information there and then. After you have completed your order you will automatically become a member, based on the information you gave while ordering.

• I want a product but I can’t find it on your site. What do I do?

If you are after a particular item that we don’t currently have on the site we can sometimes order it especially for you. Click here to contact us.

• What does the extended repair protection plan offer me?

The main benefit is simply Peace of Mind. Opting for an Extended Warranty with your purchase is the best way of protecting your product.

• No unexpected repair bills
• Protection for damage caused by accidents
• Quality approved repairs
• No charge for call out, parts or labour
• As many repairs as you need with no penalty
• New for old if we can't repair it

• How secure is my information?

PRC Direct is a Secure Shopping Guaranteed Site. We recognise the importance of security regarding the credit card information you send us over the Internet.

• Where do you deliver and how long does delivery take?

For information on where we deliver and the duration, please refer to the Delivery Information section within our Terms and Conditions.

• What forms of payment do you accept?

We accept the following forms of payment: Credit Card, Debit Card, Cheque & Finance.

• What forms of credit cards do you accept?

We accept the following credit cards: VISA, MasterCard, Delta

• I have no credit card, can I still buy?

You can also pay by cheque. Please contact our Sales Department on 0870 777 2323 to order by cheque.

• How do I pay on finance?

For full details, please visit our Finance page.

• Why was my credit card declined?

Your credit card may be declined for many reasons. Some possible reasons for card failure are wrong card number, wrong expiration date, daily transaction limits, insufficient funds, or random security checks by the credit card issuer. In the event of your card being declined for payment we will inform you and recommend you contact the bank directly to correct the problem. For privacy reasons, the card issuer never tells us the reasons for card decline.

• When do I receive confirmation?

When you order online, you will receive an email confirmation when you complete your order.

• What happens if I find the product somewhere else for cheaper?

Please click here for our Price Promise.

• How do I register?

To register click here and fill out this simple form. Your registration will be completed instantly and you can start to enjoy all the benefits of your account.

• I have forgotten my password, how do I get a new one?

If you have forgotten your password please contact us.

• I have changed my e-mail address, do I need to re-register?

If you have changed your email address, please contact us.

Customer Care

• How do I contact you?

If you would like to contact us please click here.

• What are your opening times?

Please click here to see our Call Centre hours.

• What are your Terms and Conditions?

Please click here to view our Terms and Conditions.

• What do I do should I have a complaint?

PRC Direct are committed to ensuring that our products and service live up to the expectations of our customers who have entrusted their custom to us. We believe that there are many benefits to having a clear and straightforward complaint handling process, which aims to: Ensure that we provide the level of service deserved by our customers; Allow us to learn from our mistakes; Preserve our reputation in the marketplace and maintain customer loyalty. If you feel in any way dissatisfied with the service received, please contact us, and will be happy to deal with your complaint.

• My product was received damaged.

Please report any transport damages within seven days of receipt. Please note that we cannot help with any damage claims reported after seven days of receiving delivery. Please contact our Customer Services Department on 0870 777 2325 and refer to the terms and conditions of sale.

• I haven't received delivery of my goods.

If you do not receive your order within the time-scale provided please contact our Sales Department on 0870 777 2323.

• How do I receive a receipt?

For security reasons, we do not send your receipt with the goods. Your receipt is posted after the goods are sent which should be received within 7 days. If It is not received, please contact our Sales Department on 0870 777 2323 and we will resend.

• How do I return an item or cancel my order?

If you would like to return an item please click here to see our Cancellation & Returns Policy within our Terms & Conditions.

• How long does a refund take?

We aim to refund your money in as quick a time as possible. However it may take a few days to appear on your card.

• I am having problems setting up my chosen product.

If you are having trouble setting up a product please contact our Customer Services Department on 0870 777 2323 or contact the Manufacturer’s Technical Helpline.