You may return most new, unopened items within 10 days of delivery for a full refund if faulty, or not as described. We'll also pay the return shipping costs IF the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
In the event that goods are to be returned back to our premises, you must obtain a RETURNS NUMBER by contacting us by either phone, or by email.
You must request a returns number if you want to arrange a return - this enables us to trace and process your return. We cannot accept refunds without a returns number. Please email us stating your reason for return and we will respond with a returns number.
Please note that NO refund will be made unless an official returns number is obtained. This number must be clearly stated on the exterior of the parcel in which the goods are returned.
Please note that there are some items / brands in our range that will levy a re-stocking charge - these are mainly items that are bespoke, or that we have had to order for you.
We will confirm any re-stocking charges when replying to you with a returns number.
The refund process can take up to 10-14 working days from receipt of goods into our warehouse.
All return postage/carriage charges on unwanted goods are to be paid for by the customer.
Please only send goods back via a traceable source. Proof of posting does not ensure delivery to us. We will confirm receipt of goods with you.
Return requests after 10 days of receipt will be entertained at our discretion, and will also depend on whether the goods were ordered into stock for your order. i.e. not a everyday stock item.
Any agreed returns after 10 days will be subject to a restocking/handling charge.
Specially ordered or manufactured items cannot be returned or refunded.
Collections of unwanted goods/orders
Any carriage charges that were present on the original invoice are non-refundable. If you would like us to collect your unwanted goods, we can arrange for our carrier to collect from you but this will incur a £20 charge that will be payable before collection. Please note that aborted collections or collection attempts which are turned away are still chargeable to the customer. Please feel free to discuss with us your particular issue so a solution can be reached.
Returns must be pre-agreed and state your returns number, and sent / posted back to: Rite Handles, 154 Portsmouth Road, Cobham, Surrey KT11 1HX.
Returns are not handled or processed by the showroom staff, so must be SENT back via a courier or postage service only. Please ensure that any actual product packaging is not defaced with tape etc as this will invalidate any refund as we will be unable to re-sell or return the goods. Goods that arrive back which have not been packed properly or damaged in transit will also be exempt from any refund - please parcel any returns carefully to avoid damage in transit - damaged items and packaging will be deemed unfit for re-sale and therefore exempt from refund.
If you have damaged or faulty goods, you must let us know within 3 days of receipt of the item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
In the unlikely event of your delivery arriving with items missing or short on quantity, you must advise us within 3 days of receipt via email. Claims received after this timescale will not be entertained.
154 Portsmouth Road
Tel: 01932 590358
Fax: 01932 589583