Returns Policy
- How to return a faulty item
- Warranty
- Specific Manufacturer Requirements
- Good stock return requests
- Unathorised returns
- Damages
- Shortages
- Uplift
- Important information
- Returns Contacts
How to return a faulty item
Items occasionally go faulty and you may have to return these items to us for a refund. It is important that you notify the Returns Department rather than your Account Manager and follow the returns procedure in order to receive a credit. When you wish to return a faulty or damaged item to RKW, you will firstly need to request a RAN (Returns Authorisation Number). Under no circumstances should goods be returned without a RAN (this stock may be destroyed). Simply email, fax or post your request to the Returns Department with the following information:
- Detailed reason for return or detail of the fault
- Your reference or debit number
- A contact name with phone number and fax or email details
- Uplift address
- Invoice details
- Number of pallets/cartons for return
Please allow 3 working days for us to raise your RAN (this may vary during busy periods). If you do not hear from us within a week, please contact the Returns Department in case your correspondence was not received. Once a request has been received, we check all the items on your list against your account. The RAN we raise will show all items that we have authorised with the lowest invoiced price (unless a specific invoice number has been provided for us to check against). If we encounter any problems with your request, we will query these with you. Uplift will not be arranged until the query has been rectified.
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Warranty
RKW provides a standard one year warranty depending upon the type of product. The length of the warranty is indicated in the product instruction manual. When you initially request a RAN, we will check the date when the item was last purchased. If it exceeds the warranty period, we will discuss with your Account Manager as to whether we can take the item/s back. We will make a note of any special instructions on your RAN, stating any items that we have not authorised. Please make sure that any items that we have not authorised are not returned to us, as credit will not be issued and the items will be destroyed. We understand that an item may remain unsold in your warehouse/store for some time and we will therefore accept the item back after the warranty period if a consumer receipt is provided also.
This Must Be An Electronic Till Receipt. We Will Not Accept Hand Written Receipts.
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Specific Manufacturer Requirements
Some manufacturers have specific requirements. So we may ask for further information such as:
- Serial Number
- Fault Details
- Consumer Purchase Dates
- Return Dates
Good stock return requests
We do not routinely offer a Sale or Return Policy unless you have an agreement in place with your Account Manager.
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Unathorised returns
Any unauthorised goods returned to us will be destroyed on receipt.
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Damages
If you receive any damaged items on your delivery, please state the full extent of the damage on the driver's delivery note when signing for the goods.
You must also inform The Returns Department in writing within 3 working days of delivery. Failure to do this may result in us refusing to issue credit
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Shortages
Please advise us of any shortages within 24 hours of receiving your delivery. All shortages will be investigated and credit will only be issued once a full stock check as been completed
Uplift
We will advise on your RAN as to how we will uplift your items. If you have several cartons we would usually send our nominated courier in. If you have pallets then we will use our Transport Department, who aim to uplift within 28 days. We usually offer uplift monthly unless otherwise agreed. If uplift is required you must contact us before it can be arranged.
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Please do:
- Write the RAN number on all pallets/parcels.
- Make sure all items returned are complete; any incomplete items will not be credited and will be classed as unauthorised.
- Answer all queries immediately. Uplifts will not be arranged until all queries have been resolved.
- Contact our Sales Department if a replacement item is needed and it will be added to your next order. The Returns Department cannot do this procedure for you.
- Note that we may pass on charges for any failed collections.
Please do not:
- Give our details to the general public.
- Destroy any stock. RKW will not issue credit for items that have not been returned - unless otherwise advised.
- Return items that we have not authorised. Unauthorised items received will be destroyed.
- Request an uplift from a non registered address.
Fax: 0844 826 9354 | Tel: 0871 221 3610
Email: returns@rkwltd.com
Post: RKW Returns Dept
Link house, Bute Street,
Fenton, ST4 3PR
