Refund policy

RETURNS POLICY


Ritherdon & Co only want to send the best quality products in the best condition to our customers and so, when something does go wrong, we always look at the problem from our customer’s point of view and generally give the benefit of the doubt that way. However, there are a few reasonable precautions that you can take, mainly at the time you receive the goods, which can really help us avoid problems in resolving things.


1. In the event that you have received damaged goods


We prepare our products in packaging that is suitable for the normal wear and tear of transport (either by our own vehicles or by courier). When you receive a delivery from us:

  •  If the packaging looks damaged you MUST check the condition of the product inside.
  • If it has been damaged, then put this on the delivery note or sign as ‘received-damaged’, or similar, if it has been delivered by our courier. Alternatively, refuse to accept the delivery and inform us as soon as possible of the damaged goods.
  •  If the Ritherdon & Co product has been delivered by Ritherdon & Co transport, we may well take the package back immediately.
  •  If it has been delivered by our courier, your signing the courier’s note as ‘received damaged’ will enable us to claim from their insurance and refund you.

If you do not immediately sign the delivery as damaged on receipt and inform us as soon as possible we may not be able to refund you the cost of the item.


2. In the event that you receive a product with a manufacturing defect


The quality of manufacture is possibly our most important goal at Ritherdon & Co and something we take particular pride in. So, when there is a problem with something we have made, we really are driven to sort it out.


If you think you’ve found a problem with something we’ve made for you:

  •  If at all possible, please do not use the product and replace it in its packaging to protect it from any damage.
  • Contact us as soon as possible with the details of the problem.
  • We cannot guarantee to investigate and fix a problem raised more than 2 weeks after the delivery date. However, for any product that fails* as a result of a manufacturing defect within 28 days of delivery, we will offer a full refund. For similar product failure within the following 23 months+ we will repair or replace the product (as long as you also inform us within these time limits).

* A failure is a defect that creates a significant, detrimental effect on the product’s structural or electrical integrity. It excludes failure as a result of misuse, neglecting maintenance or vandalism.


+ For Ritherdon & Co stainless steel product ranges, this repair or replacement policy is extended to 25 years (excluding electrical components) if the date of delivery can be clearly demonstrated by our customer.


We will record the details you give us, our Technical and/or Production departments will make an investigation of the causes and we will come back to you with the results of that investigation as soon as possible.

For relatively straightforward issues, a representative of Ritherdon & Co will be
back in touch with you within 2 working days. For more complex investigations that may involve RITHERDON or our suppliers, we will usually have the results within 7 working days and we will keep you up to date with progress as the investigation continues.


Again, we always look at the problem primarily from your point of view and realise that our mistakes can cost you time and money. This means that, in most cases, we simply fix the problem straight away (usually by reworking or replacing the items) and then carry out the investigation purely to improve the way we work in future.


3. In the event that you have ordered the wrong product, you no longer require the product or that a third party (e.g. your customer or contractor) does not want to use our product


We will accept our goods back and credit your account. There is normally a 20% re-stocking charge and we will probably require you to pay for the return carriage. However, the following points apply: 

  • The goods must be returned to us in saleable condition, with no damage. For example, if there are any scratches or dents in the product we will have to repair the units and the cost of this will be taken off the credit we give to you.
  • You must store our product carefully (preferably packaged, ready for transport) while waiting for its return.
  • You must prepare the product for transport back to Ritherdons in packaging that is at least as substantial as the packaging in which it was delivered to you (patching up the original packaging may not be adequate).


The products being returned must be stock Ritherdon & Co Ltd products (i.e. not made to order). 

There is normally a time limit for us to accept this type of return of 26 weeks following our delivery of the product(s) to you.


As with our other returns policies, we prefer not to dispute our customers’ returns. However, because you would not expect to receive a damaged product from Ritherdon & Co, we would never send to another customer any product that had previously been returned in less than perfect condition.