Quality is our primary goal, and ensuring customer satisfaction is our highest priority of all.
We know customers will be extremely pleased with their purchases from us – but there are the odd occasions when you might feel the need to return something. So here’s the deal. We’re going to try and put it right for you.
We guarantee our merchandise to be free of manufacturing defects and will gladly accept defective items and offer to either refund, replace or repair. Simply telephone 0845 0770 787 and email firstname.lastname@example.org to confirm in writing regarding any valid claim. We regret that personalised items cannot be returned or exchanged unless they are faulty. Your UK statutory rights are not affected by our returns policy.
Please email email@example.com or call 0845 0770 787 to initiate a return. If you send the item back to us please ship to the address below using any trackable method. Once we receive your package we will promptly process an exchange or issue a refund. Please be certain to insure the package and return items in their original packaging complete with all accessories and documentation. If you do not have the packing slip, please include the following information with your return:
- Your name and billing address
- The name, address and postcode of the person who placed the order, if it was a gift
- The original purchase price and approximate date of purchase
- The item number of the merchandise, if available
- The Invoice number/order reference
- The reason for the return
- The name of the person you have been dealing with in respect to the return (if you remember their name!)
Our return address is:
Resolution (GB) Limited
Oakley, Hampshire, RG23 7ED
Incorrect goods shipped out to you
If you can see that the courier is trying to deliver the wrong goods to you, then simply refuse to accept delivery of the goods.
Normally, however, you won’t discover you’ve received the incorrect goods until after the courier has ‘been and gone’. In which case please let us know within 7 working days if there are any problems, whereupon we will quickly arrange for the wrong goods to be collected and the correct goods to be despatched to you.
We may ask you to return the incorrect goods back to us. If so, please do not open or damage the goods in any way and follow the process above under ‘Returns’. However in many cases, we will arrange to collect the goods shipped out in error and will ask you to attach a Returns Reference number (RMA) to the package so that it can be properly tracked. We will arrange a collection date with you beforehand. Please note the courier may arrive anytime between 9am-5:30pm. If the courier is unable to gain access to collect the returned goods, then you will normally be required to ship the goods back to us within 30 days from date of purchase at your expense. If you don’t return the goods then they will be billable.
Items faulty in warranty period
If your purchase develops a fault during the manufacturer’s warranty period, then we will organise everything for you directly and arrange for your goods to be replaced, repaired or refunded as required and in accordance with the law. In some instances, we will need to test returned items to ascertain the exact issue. If a returned item is found not to be faulty by our technicians then we will return the item to you – in this instance you will be liable for the return postage costs.
Items damaged in transit
When accepting goods from couriers, if the items are visibly damaged or the outer box is visibly damaged then this must be reported on the delivery note/PDA system as you sign for the delivery. [Note: By signing for a delivery, you are normally signing to say that the goods arrived with you in perfect condition]. You must report any damage to us within 7 working days (or within 48 hours if you are a business customer). Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement and reimburse you for your postage (up to the price that we charged you to ship your goods out).
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt of the item. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Resolution (GB) Limited, we’ll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers (The Distance Selling Regulations do not apply to @work customers or our Business customers, @work customers have 5 days to return an item as not required providing it is unopened).
For business customers we may at our discretion allow a return – but this will be subject to a restocking fee if our suppliers accept a return. The restocking fee is normally 20% of the value of the goods or £20.00+VAT (whichever is the greater).
In addition to this policy you should also refer to our general Terms and Conditions of sale.