Returns & Exchanges
1. About this Returns Policy
The terms and conditions set out in this “Returns Policy” apply to all goods purchased from R&R Products Ltd (“R&R”) online shop in the UK.
Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from R&R’s online shop. All of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.
2. Your right to cancel made to order goods
Goods that are ordered to your specification cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Delivery Advice email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are not of satisfactory quality or reasonably fit for purpose and we cannot remedy the fault to your reasonable satisfaction.
3. Your right to cancel “off the shelf” goods
3.1 Where you place an order through R&R’s online shop for standard stock products which are not made to your specification you can cancel your order at any time before the goods are delivered to you.
3.2 Following receipt of the goods, you can cancel your contract by notifying us (as set out in section 4 below) within fourteen (14) days of the date on which the goods were delivered. This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination. Outside of the 14 days, it is at the directors discretion.
3.3 Nothing within this Returns Policy or the Terms of Sale affects your rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were mis-described, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction.
4. How to cancel
4.1 If you wish to cancel an order please contact R&R by calling 0330 122 1025 or 01827 794 350 or emailing us at orders@thepavingexperts.co.uk. Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return. Alternatively you may give us written notice of your cancellation. This can be done by writing to us at R&R Products Ltd, T/a The Paving Experts, Unit 4, The Mill, Lullington Road, Clifton Campville, Tamworth, Staffordshire, B79 0AU. You must include your order number in the written notice, and clearly specify which goods you wish to return.
4.2 Where you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below.
5. Returning your goods
5.1 If you would like to return the goods yourself, you can return them to the above address. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.
5.2 To arrange collection of the unwanted goods please contact R&R on 0330 122 1025 or 01827 794 350, orders@thepavingexperts.co.uk. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by an R&R representative. A collection fee may apply.
5.3 You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods. Please Note: We are unable to accept returns of cementitious or other perishable products.
6. Taking reasonable care of the goods
6.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, or if you remove the goods from their packaging and fail to properly repack them or if you do not protect the goods stored off the ground, from damp, drafts, or inclement weather. If your failure to take reasonable care of the goods means that they cannot be resold as new, we reserve the right to apply a charge of between 20% and 100% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened, or used goods at a significantly discounted price and the charge is your agreed contribution to our likely loss on these goods.
6.2 If the goods are damaged whilst in your care, if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods. Without limitation.
7. Conditions of Collection
7.1.1 you agree to provide R&R with as much detail as possible of relevant features of the delivery address in order to help our representative prepare for the collection (including any specifically any site restrictions);
7.1.2 you agree to ensure that there is suitable access to the chosen collection location;
7.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection;
7.1.4 if our representative reasonably considers that collection is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);
7.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned;
7.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;
7.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises;
7.1.8 if you are not personally available to undertake any of your obligations under this paragraph 7.1, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own;
7.1.9 this paragraph 7.1 does not take away any rights you may have under law. To find out more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk).
8. Collection fee
8.1 We will charge a reasonable fee for the cost of sending a representative to collect your goods. In most cases the costs involved in collecting your goods are the same as the initial cost of delivering them; therefore usually the collection fee will be the same as the delivery fee. You agree that we may set-off the collection fee against any sums being refunded to you.
8.2 Collection fees will apply to each collection made by us and will be charged in full even if not all the items you ordered are being returned.
8.3 If you are returning your goods because they are faulty or we have sent incorrect products to those on the invoice & confirmation email, no collection fee will be charged. If we have delivered the correct products as defined on your invoice and confirmation email, but you required a different colour or product and hadn’t checked your confirmations correctly – in this case we accept no liability, we will exchange your product but this will incur a 20% restock fee, and a redelivery fee.
9. Refunding your money
9.1 We will make all refunds to the card used for payment. Please note that refunds can take 7-10 days to appear back on your card.
9.2 The refund will include the cost of the returned goods (where you are returning all of the goods on the order) less the delivery charge, less a 20% restock fee and any charges for failure to take reasonable care of the goods and any collection fees. Please note we are unable to accept back cementitious or bitumen (tarmac) based products.
10. Your consumer rights
10.2 This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.
