Returns and refunds

Should your item received is found to be damaged or faulty, please get in touch with Raymond's Den by any of your preferred method listed below:

Write to:

Raymond's Den Ltd

Unit 17 Clonmel Business Park

Clonmel Road

Birmingham

B30 2BU

Email:

sales @raymondsden.co.uk

Telephone:

07792722505

Changed your Mind or Unwanted items

All purchase from Raymond's Den Ltd is covered under the Distance Selling Regulations (DSRs) 14 Days cooling off period. Any unwanted items must be returned unused and in its original condition including packaging within 14 days from the date of delivery. Failure to return in the original condition will result in either full refund rejected or the only partial refund issued. Shipping cost is non-refundable and Admin fee may apply.

Collection can be arranged for a charge or should you wish to arrange return by your own method, you may do so put you must notify us prior and/or provide with a tracking after item has been collected. All items returns must be provided with the original invoice supplied or the order number. Failure to do so will result in either refund to be delayed or rejected.

Wrong item sent

All items sent out are checked carefully to ensure the correct item purchase is sent out. In the unlikely event, the wrong item has been sent out, please notify us within 48 hours from receipt of delivery so that the correct procedure is taken to correct this mistake. We will arrange for the item to be collected Free of Charge and the correct replacement will be sent out once the wrong item sent has been collected.

Faulty/Damaged received

For rest assurance, all our items come with 12 months manufacturing warranty. If your item becomes faulty within 30 days, we will either send out a replacement free of charge or collection will be arranged and refund issued. If this occurs after the 30 days period from receipt of your item and within 6 months, we will either repair or replace the faulty part or issue full refund if the repair has not been successful. If faults occurs after 6 months, then it is the responsibility to prove this is a manufacturing fault and will support your case with the manufacturer.

However, if item has been received damaged as a result of transport, please contact us immediately to report the damage within 7 days from receipt of delivery. Failure to do so will result in claim(s) to be rejected.

All faulty/damage report must be supported with clear photographic images.

Refunds

Depending on the reason for refund. For changed mind or unwanted, refund will be processed once item has been received back to our depot and good inspected to verify claims. If claim has not been verified or it false claims, refund will be denied or partial refund will be issued depending the outcome of the investigation. For wrong item sent or received faulty/damaged, refund will be issued once the good(s) has been received back at our depot. For order cancellation prior to dispatch, refund will be issued within 24 hours.

We process our refund within 24 hours after the correct procedure has been followed and depending on the payment method used, we will issue the refund using the same method used for payment. e.g. if you have paid using PayPal, we will issue your refund via PayPal. Depending the payment method used for payment, the fund can take up to 5 working days to be available in your balance.