1. General Information
We offer a 30 day returns policy, so long as:
- The goods are in a re-saleable condition
- The goods haven’t been fitted/used
- The goods are in the original packaging
- All of the relevant components are returned
We are unable to provide a straight exchange (for a different product). If you would like to exchange one product for another then please reorder the desired product online.
We are only able to receive and process returns that have been purchased on our online shop (www.robertcarters.co.uk).
In order to process your order quickly please return the product including all the contents, which you received, such as labels, packaging as well as a copy of the returns form so we can easily identify your return.
All returns are your responsibility until we receive the returned product to our warehouse. Therefore, please make sure to keep your post office receipt until you receive a confirmation email from us acknowledging that we have received your returned package.
We will process the return as quickly as possible and refund the corresponding funds back to the credit card or bank you used to complete the original order. You will be notified via email once we have processed your refund.
Any items returned after 14 days of purchase that still meet the above conditions may be subject to a 25% restocking charge at our discretion.
2. Returns Process
We kindly ask our customers to please return your product(s) as follows:
Please print out a copy of our returns form and fill in the required fields on which items you’re returning and a reason for return.
Please send your goods along with the order confirmation and notes:
99 CATO STREET
Robert Carters does not cover the costs of return packages, unless the reason for return is a picking error, goods damaged on arrival. Unpaid shipped packages are not accepted.
3. Faulty and Damaged Goods
In the unlikely event that you receive faulty and/or damaged goods from us, please contact us as soon as possible by email on firstname.lastname@example.org
We will provide you with the option of either a replacement product or a full refund.
The faulty and/or damaged goods will first need to be returned to us in their original condition – please refer to the Returns Procedure above. Upon receipt at our address above, the faulty and/or damaged goods will be assessed and your claim will be processed within 48 hours.
We will cover the full cost of the return postage/carriage for all faulty and/or damaged goods returned and refund the outward carriage if the order placed was a single line order.
We promise to handle all returns in accordance with your statutory legal rights in the aspect of goods purchased under Distance Selling Regulations.