Returns & Refunds
Return & Refund Information:
Our Customer Service Team is always ready to help with any query you may have. Please contact us on +44 (0) 1685 843384 or by Email. Our servicing hours are Monday to Thursday 9am-5pm and Friday 9am-4pm. To assist with your enquiries, please quote your order and we’ll be ready to assist you.
Returns & Order Cancellation:
If for any reason you are not satisfied with the goods you ordered, you have the right to return the goods to us within 14 working days from receipt of the goods. You must notify us by Email or calling our Customer Services Team on: (+44) 01685 843384, Mon-Thurs (09:00 - 17:00) or Fri (09:00 – 16:00).
You will be required by the terms of this Contract, to return the goods to Richards & Appleby Ltd, Unit 24, Capital Valley Eco Park, Tredegar, NP22 5PT United Kingdom. In such cases, and provided the goods are received according to this Procedure, we will reimburse the cost of the goods within 30 days of receiving your returned goods.
Returned goods must be unused. We will not accept return of goods that we reasonably believe have been used. In such cases, you will be notified by e-mail that no refund will be made available to you and it will be your responsibility to arrange the return of the goods to you within 30 days of our e-mail regarding lack of refund.
If you return the goods for reasons other than:
- Incomplete delivery
- Incorrect delivery
- Goods being defective.
You will be responsible for arranging and paying for the return of the goods to us. Please ensure you receive and retain a proof of postage.
You must ensure that the goods are stored safely and in appropriate conditions until they are returned to us.
Delivery Times:
Where possible our team will get your order out to you within 2-5 working days. In the case where an order is placed on a Friday, over the weekend or on a bank holiday, we will begin packing and posting the order on the next available working day.
Charges and Options:
There will be occasions when a requirement to send items to an alternative address will be necessary, in these circumstances, please complete a separate order for each address. For your information, separate delivery charges will apply to each address.
Where a promotional offer of free postage exists, you should be aware that this applies to addresses in the UK only.
Where an insecure postal address is listed (For example PO Box address or some communal addresses), we reserve the right not to deliver orders. You will be notified should this affect your order and an alternative address should be supplied.
Damaged or faulty items
You are responsible for examining the goods following delivery. If the goods delivered are damaged or faulty in any way, please notify us within 3 working days from the delivery by Email or by calling our Customer Services Team on: (+44) 01685 843384, Mon-Thurs (09:00 - 17:00) or Fri (09:00 - 16:00). Provided that the goods are unused and have been stored safely and in appropriate conditions, we will repair/replace the goods or offer you a refund.
Non-delivered or Incorrect Items
Within the order packaging, you will find a Delivery Note listing goods that you ordered. If the goods delivered do not match those listed, please notify us within 3 working days from the delivery by Email or by calling our Customer Services Team on (+44) 01685 843384 Mon-Thurs (09:00 - 17:00) or Fri (09:00 - 16:00). Provided that the goods are unused and have been stored safely and in appropriate conditions, we will replace the goods or offer you a refund.
In the absence of your notice within 3 working days, we shall not be liable in respect of undelivered, incorrect or defective goods if defects have occurred during transportation and would be apparent on examination.
Please provide our Customer Services Team with your order number and keep the original packaging of the items.
Goods must be returned to us within 14 working days of delivery. Please ensure that the returned parcel is properly sealed and that you receive and retain a proof of postage.
If we accept your return and if you have chosen a refund, we will process the refund within 30 days of us receiving the goods. You will be notified by email from our Customer Services Team.
Repairs, exchanges and replacements will be processed within 5 working days of receiving the goods.
We are not liable for returned goods lost in transit.
Your statutory rights remain unaffected.