The purpose of this policy document (“Policy”) is to outline the process by which customers (“You”, “Your”), after purchasing goods through www.retailmerchantservices.co.uk (“Website”), can return damaged or faulty products to Retail Merchant Services Limited (“We”, “Us”, “Our”). If You do have a problem regarding any of the products you receive from Us (“Products”), please follow the guidelines below. This Policy should be read in conjunction with Our Terms and Conditions of Supply of Goods.
This Policy does not affect any statutory rights that You may have.
This policy applies only in respect of Products purchased through Our Website. It does not apply to the provision by us of debit and credit card processing facilities or merchant services or benefits (third party or otherwise)
1. CONTACTING CUSTOMER SERVICES
1.1 Our customer service department can be contacted by phoning 01908 354 500.
1.2 You can also reach Us by e-mailing firstname.lastname@example.org or by writing to:
Retail Merchant Services Limited
North Fourth Street
1.3 Please ensure that You have Your order number and the date of delivery to hand when contacting Us.
2. OUR REFUND POLICY
2.1 Subject to the remaining applicable provisions of this Policy, you will only be entitled to a full refund or replacement if:
(a) You notify Us within 5 working days of delivery of the Product that it is faulty or defective;
(b) You return the defective Product to Us within 14 days of delivery;
(c) You provide us with satisfactory proof of purchase of the Products; and
(d) We inspect the Product and establish that a fault or defect is present.
2.2 We reserve the right to determine whether a Product is faulty or defective within the meaning of clause 2.1 following our inspection of the returned Products. If We discover a fault or defect upon inspection of the returned Products We will notify you of any refund or replacement due via email within a reasonable period of time.
2.3 Any refund or replacement shall be at our sole discretion if:
(a) We do not receive notice of the fault or defect within 5 working days of the delivery date;
(b) the Product in question is not returned to Us within 14 days of the delivery date; or
(c) the Products are not faulty or defective.
2.4 Any refund given under clause 2.1 above will only be in respect of the full price paid for the defective Product together with the reasonable cost of returning the Product to Us.
2.5 We will refund any money to You using the same method originally used by You to pay for the Product.
2.6 You will not be entitled to any refund or replacement for any Product where any of the circumstances set out in clauses 12.2(a) to 12.2(d) of Our Terms and Conditions of Supply of Goods apply.
3. RETURNING PRODUCTS TO US
3.1 Any Products returned to Us may be returned by any appropriate means at Your own expense. It is Your responsibility to organise delivery of such Products and to ensure their protection and sufficient packaging as to guarantee their safe arrival. You will be liable for any damage to Products incurred in transit when being returned back to Us.
3.2 Unless otherwise agreed by Us, We will only cover the costs of returning any Product to Us in the event that product is defective or faulty in accordance with clause 2 above.
Where we accept the return of Products that are not faulty or defective and agree to provide you with replacement Products, you shall bear the costs of delivery of the replacement Products to You.