Delivery and Returns
COVID-19 NOTICE -
NEXT DAY DELIVERY – Please be prepared that you may experience a delay with the delivery your goods due to the unprecedented demand across the country at this present time. We are working hard with our couriers to get all items dispatched and delivered as quickly as possible. Please rest assured that we are doing everything we can to try and get your order out to you on time. We are kindly are asking all customers to wait a minimum 7 working days prior to contacting us to chase a delivery. The reason behind this is avoid causing unnecessary delays in our response time to all customers. If your enquiry is of an urgent nature please send email via the contact us section of our website and one of our agents will get back to you as soon as possible. In the majority of cases you will find that your order is delivered either next day or within a few days of ordering. We do apologise for any inconvenience that this has caused and reassure you that your order is being processed.
Order cancelations - Due to high demand we are unable to stop or amend a delivery request once the order has been processed and confirmed and the standard 14 day returns policy would apply.
STANDARD DELIVERY TERMS
ONE MAN DELIVERY IS FREE TO MOST MAINLAND UK LOCATIONS
Exceptions: Northern Scotland, UK Islands, Northern Ireland and all other NON mainland locations may incur an additional surcharge. The size and weight of certain items may be unavailable for delivery to some of these far off locations. If you believe you may fall into one of these areas clarification of charges and delivery availability can be obtained by adding desired items to your cart and entering the address for delivery. Should you require any further clarification please contact us and one of our dedicated members of staff will be happy to help. Unfortunately we are currently unable to deliver any items to the Channel Islands.
OPTIONAL TWO MAN DELIVERY IS ALSO OFFERED AT A SMALL SURCHARGE, THIS IS HIGHLY RECOMMENDED FOR ITEMS OVER 35KG IF YOU ARE UNABLE TO OFFER ASSISTANCE UNLOADING.
|Next Day Delivery||Orders placed prior to 3pm are despatched the same day for delivery the next working day. Orders placed after 3pm will be despatched the following working day for delivery the next working day after that. See "Next day Delivery " below.|
|Saturday Delivery||Orders placed any time up to 3pm on a Friday are despatched the same day for delivery the next day, in this case, Saturday. See "Saturday Delivery" below for a full explination including orders after 3pm on a Friday.|
|One Man Free & Chargeable Delivery||1 – 10 Working days. See "One Man Delivery" below|
|Two Man Delivery||1 – 10 Working days. See "Two Man Delivery" Below|
|Upgraded Installation Services||1 – 10 Working days plus Installation. See "Installation Delivery" Below|
NEXT DAY DELIVERY
Items that are eligible for the 'Next Day' delivery service (as confirmed via the checkout process) will be dispatched on a Next Working Day service with our courier on a One-Man delivery service. Delivery will be attempted the following working day depending on the following conditions:
- Orders placed by 3pm Monday to Friday will be despatched the same day for delivery the next working day.
- Orders placed after 3pm Monday to Friday will be despatched the following working day for delivery the next working day after that.
Delivery is usually next working day, although in a small number of circumstances it can be 2 or 3 days more depending upon location and courier performance.
See Also ‘One Man delivery’ and ‘General Delivery Conditions’.
SATURDAY DELIVERY TERMS AND CONDITIONS
Items that are eligible for the 'Saturday' delivery service (as confirmed via the checkout process) will be dispatched on a Friday with our courier on a One-Man delivery service. Delivery will be attempted the next day, Saturday, depending on the following conditions:
- Orders placed by 3pm on a Friday will be despatched on Friday for delivery to you the next day, Saturday.
- Orders placed after 3pm on a Friday will be despatched the following Friday for delivery the Next day (One-week Saturday from order).
See Also ‘One Man delivery’ and ‘General Delivery Conditions’
1 - 10 WORKING DAY DELIVERY
Items that fall are under the 1-10 Working Day delivery service are normally large or heavy and so will dispatched on a standard one man Booking in service or a Palletised Freight One Man booking in delivery service. This will enable you to provide adequate assistance where a Two Man delivery option has not been selected.
Deliveries dispatched under this service are generally delivered with 7 days however it can take upto 10 working days dependent upon location and the availability of the courier. If your order is time critical or required by a certain date please get in touch at the time of order and we will endeavour to accommodate your needs where possible.
See Also ‘One Man delivery’ and ‘General Delivery Conditions’
ONE MAN DELIVERY
Your order is delivered by a lone driver and if your item is large or heavy then you may be required to provide adequate assistance in unloading and moving the item. It should also be noted that all items are dispatched on a ground floor/front door delivery service providing there is easy level access to the location to include no steps or Gravel driveway.
If you have any specific delivery requirements or any questions over the access to the delivery location then please contact our delivery team via the contact us section of our website. We will always endeavour to accommodate your needs.
In certain circumstances we may use a pallet courier to deliver your order in which case you should be prepared to accept a palletised delivery. The driver will attempt to deliver the pallet to your front door, but in some cases, this may not be possible and they will make the delivery as close as possible (Kerb side). Please do inform us if you have a gravel driveway or restricted access to help us to ensure the smooth delivery of your order.
If you have any questions please do contact us and will try and find the most suitable delivery service for your location where possible.
See Also General Delivery Conditions.
TWO MAN DELIVERY
Orders are delivered with a third party Two Man booking in delivery service. You will be notified of delivery via email or telephone call within 1- 7 working days of your delivery date, which can be up to 10 working days from the point of purchase.
If you have any specific delivery requirements or require an estimated delivery date in advance, please contact us via email or telephone and we will endeavour to accommodate your needs.
Our Two Man Delivery service includes a free upgrade of delivery to a room of your choice, however, this on occasion may not be possible if access is restricted. Examples of restrictions are steps to or within a property, multi-level buildings or apartments where Lifts are out of order, small openings or narrow access within a property.
See Also General Delivery Conditions.
One Man Installation: Items ordered on our premium installation service include the initial installation only - If you are not available to accept the delivery after it has been booked in and you still require the item installed, the installation and delivery service charge may be payable again.
Should you cancel the order after an installation has been booked in, a delivery has failed or the installation has been completed, the charge for the Installation service is non-refundable.
The charge for Installation is a fee for an additional service offered. It is not a delivery charge and therefore none refundable under the 14 Day Money Back Guarantee.
The installation will be carried out by a single person, therefore there needs to be someone available to provide adequate assistance lifting heavier items (the slate) during the install.
See Also General Delivery Conditions.
GENERAL DELIVERY CONDITIONS
All delivery time frames are dependent upon location and courier performance
If your order is delivered by a lone driver and your item is large or heavy then you may be required to provide adequate assistance in unloading and moving the items.
All delivery time frames are dependent upon courier performance.
A signature is always required upon delivery. All goods are covered for loss or damage whilst in transit. If your item shows signs of damage on delivery it is crucial that you write ‘DAMAGED’ on the delivery note. In signing for the delivery, you are agreeing that the item has been delivered to the best of your knowledge in perfect condition and we may not be able to hold the courier responsible. Please ensure that ALL items are inspected and any damage is reported to us within 48 hours of receipt for a claim with the courier and replacement item to be offered. We always try and replace damaged parts at no cost to the buyer prior to collecting the item and lodging a claim on the buyer’s behalf. All delivery time frames are dependent upon courier performance.
Failed Deliveries: In the event of failed delivery such that the item is returned to us, then the buyer will be responsible for the cost of the return carriage. Redelivery will then be at the original charge (free in most cases).
Items purchased on 'Pre-Order': Items advertised as being available on 'pre-order' will show an approximate date that they are due into our warehouse, you should be aware that this date is approximate and can be subject to change. Items purchased on 'pre-order' will be despatched as soon as they arrive in our warehouse for delivery via the appropriate method as specified for the item at the time of purchase. We will endeavour to keep you updated with exact delivery dates wherever possible
Specific Delivery Requirements: If you are unable to accept delivery on a particular day please or should you have any further delivery requirements please contact us as soon as possible and we will do our best to accommodate them. Failure to do this may result in us being unable to meet your specific delivery requirements and the delivery being returned as a failed delivery.
If you are returning an item to us it is essential that you contact us first for an appropriate RETURNS REFERENCE NUMBER AND RETURN ADDRESS.
14 Day Right to Cancel
You have the right to cancel your contract within 14 days without giving a reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party (other than the carrier) as indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us (RCD Retail Ltd, 4 Cursley Distribution Center, Shenstone, DY10 4DX), Via email or telephone located on the contact us section of our website) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use our cancellation form here but it is not obligatory. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. Upon receipt of your cancellation request we shall in all cases provide a returns number which must be included in your return and the address of where to return your goods.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (excluding supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and no later than – (a) 14 says after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods whichever is the earliest
You, the customer shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You are also liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature characteristics and functioning of the goods.
The buyer will be fully responsible for the full cost of returning the item
Customer Complaints: We make every effort to ensure that the service we provide is as efficient and effective as possible. However, if you do have a complaint about a product or our service, then please e-mail our customer services department at firstname.lastname@example.org. We will acknowledge a complaint within 24 hours and our customer services department will endeavour to resolve the complaint as quickly possible keeping you informed at all times. All complaints will be confidential and treated fairly.