Returns & Refunds
Hopefully you won't need to return an item, however, we understand that from time to time you may wish to return a product to us in the unlikely event that an item does not meet your expectations. You can return most items for replacement or refund — provided the product is returned unused within the specified returns period and the item is not excluded from return under the clause detailed in paragraph 9.1 or our terms & conditions.
We have created this 30-day returns policy to enable you to return products to us under the appropriate circumstances.
(1) Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
The returned product(s) are unused and not subject to the special order item exclusion, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product(s) as new.
All returns must be received within 30 days of being notified. Any returns received after this time frame cannot be processed.
(a) Within 7 days
We receive a returns request within the statutory seven working days following the date of delivery of the product;
(b) Within 30 days
If we receive a returns request after the statutory seven working days but within 30 days of purchase you must contact us in writing by email or fax to request a returns authorisation.
(Please note: a minimum stocking charge of 25% will be applied in most cases)
(c) After 30 days
We are happy to exchange or refund any item returned in a saleable condition, in its original packaging with its invoice within 30 days. Returns requested outside the 30 day period are at the sole discretion of R&B Star Electrical Wholesalers Ltd.
All returns are subject to the special order items exclusion (T&C paragraph 9.1)
(2) Returns procedure
In order to take advantage of this returns policy, you must:
Take reasonable care of the item(s) whilst they are in your possession and they must be returned unused and in the condition in which they were received.
Items should be packed in such a way as to protect them in transit (eg: using the original box and packaging materials).
Please note: customers are required to meet the postal/carriage costs incurred in returning unwanted items, but will be refunded for the price of the goods themselves.
- For your protection, we recommend that you use a recorded-delivery service.
The following kinds of products may not be returned under this policy:
(a) Non-stock items specially ordered in by request, this includes non-stock colours
(b) goods made to the customer’s specifications.
>If in doubt, with regards to your right to cancel under “The consumer protection ( distance selling) regulations 2000” please contact our customer service team for clarification.
(4) Refunds
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).
(5) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
By following the guidelines detailed above you can request a return and progress the status all within the customer account area you can help us to help you when a product is not what you expected, or is faulty. Your statutory rights are not affected by these guidlines.
If you have any questions please call our customer service team on 0844 800 5685.