At RocwooD Ltd, we aim to ensure our customers are satisfied with their purchases. However, we understand that sometimes products may need to be returned. This policy outlines your rights under English law and how we manage returns, exchanges, and refunds.
1.Sales Limitation
Our products are sold exclusively to individual consumers and not to businesses or commercial entities. This policy is in place to ensure that we can provide the best possible service and support to our individual customers. By purchasing from us, you agree that you are acquiring products for personal use and not for resale or commercial purposes. Please be aware that our returns policy and consumer protection measures apply specifically to individual consumers and may not be extended to business or commercial buyers. If you are a business or commercial entity, we regret that we are unable to process your purchase.
2.Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, if you have purchased an item from us online or by phone, you have the right to cancel your order within 14 days of receiving the goods. Once you notify us of your intent to cancel, you have a further 14 days to return the goods.
-To cancel your order, please email us at sales@RocwooD.co.uk or use our contact form, clearly stating your order number and your decision to cancel.
-The item must be returned in its original condition, unused, and with all packaging and tags intact.
-Upon cancellation, we will refund the cost of the goods and the original standard delivery charges (if applicable). You will be responsible for the return postage.
3.Condition of Returned Items
If you wish to return an item, it must be:
-Unused and in its original condition.
-In the original packaging with all components (where applicable).
-Accompanied by proof of purchase (e.g., receipt or bank statement).
-Free from any damage that occurred after delivery (excluding damage during transit).
Please ensure that the packaging is intact, as goods not returned in their original packaging may be subject to a reduction in the refund amount.
4.Return Postage Costs
-Faulty, Damaged, or Incorrect Items: If the item is faulty, damaged, or not as described, RocwooD Ltd will cover the cost of return postage as per the Consumer Rights Act 2015. We will provide you with a prepaid label or arrange collection, depending on the size of the item.
-Change of Mind (Non-Faulty Items): If you are returning an item because you have changed your mind, you will be responsible for the return postage costs. The item must be returned inline with the conditions outlined in Section 2. We recommend using a trackable service for your return.
-For larger items, please contact us to arrange a courier collection. Collection costs will be deducted from your refund unless the item is faulty or not as described.
5.Faulty or Damaged Items
If your product is faulty or damaged on arrival, you have the right to a repair, replacement, or refund.
-Faults discovered within 30 days: You are entitled to a full refund, replacement, or repair.
-Faults discovered after 30 days: We will arrange a repair or replacement. If repair or replacement is not possible, you may be entitled to a refund. We will handle this in line with the Consumer Rights Act 2015.
Please report any damage to us within 24 hours of receipt and report any faults within 24 hours of discovery. Send a photo and description of the fault to sales@RocwooD.co.uk.
6.Petrol Machinery Returns
For petrol-powered machinery, please ensure the fuel is drained from the tank before returning the item. If oil is present, take necessary measures to prevent any leakage during transit. Failure to do so may result in the item being held at the courier depot or refused for return. RocwooD Ltd is not responsible for the collection of such items.
7.Refund Processing
Once we have received and inspected your returned item, we will issue a refund using your original payment method within 14 days. Refunds will be processed as follows:
-For cancellations (under the Consumer Contracts Regulations 2013) within 14 days of receiving the returned item or cancellation notice.
-For faulty or damaged items, within 14 days of receiving the returned item.
If you have not received your refund after 14 days, please check with your bank or contact us at sales@RocwooD.co.uk. If your item is sent back for the wrong reason chargers may apply.
8.Exchanges
We will only exchange items if they are defective or damaged. If you need an exchange for the same item, please contact us at sales@RocwooD.co.uk to arrange this. Customers are responsible for the cost of shipping returned items, and shipping costs are non-refundable unless the item is faulty or damaged.
9.Change of Mind
If you’ve changed your mind, you may return items within 30 days of receiving them, provided they meet the conditions outlined above. Refunds will be processed once the item is received and inspected.
-You will be responsible for the cost of returning the item unless it is faulty or not as described.
-If the item was part of a larger order, only the portion relating to the returned item will be refunded unless the entire order is returned.
10.Goods Not Damaged on Departure or Delivery
In cases where an item is found to be damaged after receipt but was not damaged when leaving our premises or during transit, RocwooD Ltd may not be liable for a refund or replacement under the Consumer Rights Act 2015. However, RocwooD Ltd will follow this procedure:
-Inspection: We will inspect the returned item to determine the cause of the damage.
-User Error or Misuse: If the damage is determined to have occurred due to improper use, incorrect assembly, or failure to follow product instructions, RocwooD Ltd reserves the right to refuse a refund or replacement. In such cases, we will inform you of our findings and may offer repair services at your cost.
-Challenge Period: If you disagree with our assessment, you have 14 days to challenge the decision by providing additional evidence. We will review your claim accordingly.
-Courier Collections: If a courier is arranged to collect or deliver an item and the collection or delivery is unsuccessful due to actions or inactions on the part of the customer (e.g., failure to be available at the agreed time or provide proper access), the customer agrees to reimburse RocwooD Ltd for any resulting charges or fees incurred due to the failed attempt.
11. Zero Tolerance Policy
We have a zero-tolerance policy for abusive behaviour towards our staff. Communication will cease if a customer behaves inappropriately.
Last Updated: 24th September 2024
