We know that you will be pleased with your purchases from Rictons however, there may be occasions when you will need to return items to us.
Non Receipt Of Items
If you have not received your items you must let us know within 14 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 14 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund via your original payment method.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method.
If you Change your Mind
If you decide just after ordering the product that you wish to cancel, then please let us know within 12 hours of the order time, we will then cancel the order and refund your payment. If it is over the 12 hour period, then you will need to follow the return process below in order to obtain a refund.
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 working days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, we'll issue a full refund for the product received.
DDU (Delivery Duty Unpaid) – Orders sent outside of the European Community
All orders sent outside of the UK and EU are shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer.
Payment of the duty charge is necessary for the release of your order from customs on arrival to your country.
DDU (Delivery Duty Unpaid) – Refusal to pay charges – Returns Policy
If you refuse to pay any import duty levied against your shipment, or refuse delivery of an order, resulting in the shipment being returned to Rictons, then all related returns charges plus a minimum administration charge of £10.00 (or equivalent currency at current exchange rate) will be charged against your final refund amount.
Need to return an item?
Simply email us at email@example.com. Please note that you will be responsible for paying for your own shipping costs for returning your item.