This returns service has been designed to incorporate all 3 of our Electrical and Leisure ranges. If you have any further queries, please feel free to contact the Returns Department. You can download this returns policy in PDF format HERE.

FAULTY ITEMS

Items occasionally go faulty and at some point you may be required to return these items to us for a refund. When requesting a returns uplift, YOU MUST FOLLOW THE PROCEDURE LAID OUT IN THIS GUIDE IN ORDER TO RECEIVE A CREDIT.

HOW TO REQUEST A RETURN

When you wish to return faulty/damaged goods to RKW, you will need to request a RAN (Returns Authorisation Number*). A document with this RAN number is our assurance that you will receive a refund of the RAN value once those particular items have been returned to our Warehouse. Under no circumstances can goods be returned without a RAN (this stock will be unauthorised and destroyed). Simply email, fax or post your request to the Returns Department with the following information:

• Your RKW account number
• Your company name
• A contact name with fax/phone number
• Return reason and/or details of fault
• Electronic till receipt (if applicable)
• Your reference (e.g. debit/invoice number)
• Completed supplier form (if applicable)
• Number of parcels/pallets to return

Some manufacturers have stringent rules on their returns and therefore our procedure may vary depending on the specific manufacturers guidelines of your faulty item. Please see the individual manufacturers section for further details.

SHORTAGES ON DELIVERY

All discrepancies upon delivery must be reported to the ACCOUNTS department within 24 HOURS of delivery (or 7 DAYS by post). All shortages will be investigated by a member of staff in the warehouse and a CREDIT WILL ONLY BE ISSUED WHEN A FULL STOCK CHECK HAS BEEN COMPLETED ON THE ITEM.

UNWANTED GOODS

We only accept back goods that are faulty or damaged. SALE OR RETURN IS NOT A POLICY OF RKW (unless agreed prior to sale). Please confirm any such agreement in writing at the time of your return request. All goods must be in the same condition as sold. RKW reserve the right to refuse goods that do not comply with these requirements. Responsibility will be upon the customer to uplift the goods from RKW.

WARRANTY

RKW provide a 12 month warranty from the date of invoice. When you request a RAN, we will check the date when the item was last purchased. If it exceeds 12 months, we cannot accept the item back. We will make a note of this on your RAN, stating which of the items have been made unauthorised. Please make sure that unauthorised items are not returned to us, as credit will not be issued and the items will be destroyed (see Unauthorised section). SOME MANUFACTURER WARRANTIES FALL OUTSIDE THE SCOPE OF OUR RETURNS POLICY. PLEASE READ THE RELEVANT MANUFACTURER’S SECTION IN THIS BROCHURE FOR DETAILS. 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 12 month warranty if an end customer receipt is provided. THIS MUST BE AN ELCTRONIC TILL RECEIPT. WE WILL NOT ACCEPT HAND WRITTEN RECEIPTS.

Please allow 3 working days for your RAN to be issued (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 our system. The RAN we raise will show all items 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.

IMPORTANT INFORMATION

• Request a RAN, even if it is below £50 in value. We cannot uplift in these circumstances, but we still need to be advised for warranty reasons.
• Write the RAN number on all pallets/parcels.
• Return all items complete, because any incomplete items will not be credited and will be unauthorised.
• Answer any queries immediately. We never arrange uplift until all queries have been resolved.

Please do not:

• Request an uplift from a non delivery address. RKW will only uplift from addresses we have delivered to.
• Give our details out to the general public.
• Do not destroy stock, as RKW do not credit items that have not been returned.
• Ask RKW to send out replacement items. This is not part of our policy. If you wish to have the same item sent out, please contact the Sales Department and request it on your next order.
• Do not return items we have not authorised. Any unauthorised items received will be destroyed.
• Do not request your RAN via phone, as we require written confirmation. This is so we can to ensure all details are correct to prevent problems.

MANUFACTURER-SPECIFIC REQUIREMENTS

Some manufacturers have specific requirements regarding the return of their branded products. In particular Daewoo/Electrolux/Alba & Goodmans/Dyson/Dimplex/Samsung/Sony & Philips returns policies may differ from the default RKW policy.

Full details of individual manufacturer's requirements (including contact numbers) are included in the PDF version of this returns policy.

DAMAGED ITEMS

If any of the goods from your pallets or parcels are damaged upon delivery , please state the full extend of the damage on the driver’s delivery note when signing for the goods. You MUST also inform the returns department of the situation within 3 DAYS of delivery. FAILURE TO DO SO WILL RESULT IN NON CREDIT.