Returns Policy
Please note that our general terms and conditions apply. A copy of these can be viewed/downloaded from our website here: RTR Services Terms & Conditions
The following relates specifically to the return of business-to-business sales:
When customers ask to return goods to RTR they will be issued with a returns document outlying details of the return which should be printed and included with the returned goods. The returns document provides RTR’s goods-in department with the information we need to log the return. If multiple packages are being returned, a copy of the returns document should be included in each package.
Returns cannot be accepted if unaccompanied by a printed returns document. Unsolicited returns will not be accepted and may be returned to the customer.
If corresponding with RTR regarding returned goods, please use the returns document number to identify the return, preferably in the title of the email.
When faulty goods are first reported and they are on-site and in service, RTR’s technical team will attempt to resolve technical issues by phone and email support. RTR’s technical support is free, and we urge customers to contact the technical department in the first instance, as many returns can be avoided with the right support.
If a customer wishes to return unused or ‘no longer required’ goods, RTR will charge a restocking fee. For goods deemed to be frequent sellers, the restocking fee may be waived - at the discretion and agreement of the RTR sales/management teams. The normal restocking fee will be 25% of the sell price. If the returned goods are non-stock items (or goods ordered at the specific request of the customer) RTR will pass on the suppliers’ terms and if applicable additional restocking fee.
Where any of RTR’s suppliers will not accept returns on an item, then RTR will in turn not be able to offer a credit for the goods so they will remain the property of the customer that ordered them.
All goods must be in the original packaging and in saleable condition to be accepted as a return for restocking. Where packaging is marked and/or in poor condition the goods will not be accepted, or an additional charge made for repackaging. Please use labels or document enclosed wallets that are easily removed to prevent marking the original packaging.
Please be aware that when goods were originally supplied as part of a kit, RTR’s suppliers may request the return of entire kit. When individual components from a kit are returned, and found to be faulty, they will be replaced like-for-like or credited at the kit component price.
Goods returned as faulty will be inspected and/or tested by the RTR technical department and the findings recorded.
When goods cannot be reliably tested and/or inspected by the RTR technical team they will be returned for inspection/test by the supplier/manufacturer. If this is the case, the customer will be informed so that they are aware of possible delays in outcome.
If RTR receive returned goods (reported as faulty) that, after inspection, are found to be in good working order, they may be returned to the customer.
RTR Services are distributors and do not offer on-site installation assistance or the repair of faulty goods.
RTR do not accept invoices from customers/end users for any costs incurred due to faulty, lost or delayed product.
The following relates specifically to the returns of Consumer sales:
For faulty product returns from consumers (general public ordering product for personal use) there is the right to a ‘repair or replacement’ which RTR will provide our preference of but if that is not an option we will provide a full refund instead if returned within 30 days of purchase. Please contact RTR for returns documentation before returning.
For non-faulty product returns from consumers there is 14 days from the date they receive the goods to cancel their purchase and another 14 days to return the goods. Please contact RTR for returns documentation before returning. Please note that bespoke products built to a customer specification will be non-returnable.
If the consumer cancels within this period, they are entitled to a full refund, including the cost of delivery paid. However, the cost of returning the goods to RTR is borne by the consumer.
The goods should be returned in a resalable condition, though the consumer is allowed to inspect and handle the goods as they would in a shop before returning. If the goods (including packaging) are not in resalable condition then the order will not be refundable.
