Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Enquiries@rogerswatson.co.uk
You can always contact us for any return question at Enquiries@rogerswatson.co.uk
Damages and issues
Please inspect your order upon receiption and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Delivery and Carriage
Delivery costs quoted by Rwcrafts are for mainland UK only, excluding Northern Ireland, Highlands, Channel Islands, Isle of Man and remote location. For other locations and International deliveries please contact us
Delivery Times
All items are made to order. Custom manufactured items. Please see website product pages for individual dispatch and delivery times. Standard delivery is between the hours of 8am and 6pm, a signature is required upon delivery. If you require an upgraded delivery service, please contact our sales team for a quotation.
Delivery Costs
Delivery costs are unique to each product based on weight, size and quantity. Delivery costs are calculated at checkout.
Receipt of Goods
Delivery will be to the ground floor front door of your building and does not include any assembly or unpacking. Please ensure all goods are checked thoroughly for condition and quantity at time of delivery before signing for them. Please report any damage, accompanied with a supporting photograph and order number to Enquiries@rogerswatson.co.uk within 24hrs of receipt. Reported items after this time may lead to us being unable to support any claims.
Orders
As far as it is in our power to do so, we will take reasonable care to keep details of your order and payments secure. However, we cannot be held liable for any loss suffered by you if a third party obtains unauthorised access to the information you supply when accessing or ordering from our website, with the exception of negligence on our part.
Product Description
All of our products are sold subject to their product descriptions. We take reasonable care to ensure that all product descriptions and details on our website are correct at the time of publishing. We endeavour to keep the website and product details up-to-date, however, the information published at a particular time may not always reflect the position exactly at the moment you place an order. If you are in any doubt about the information on our website please contact us via email on enquiries@rogerswatson.co.uk
Cancellations
The Consumer Contracts Regulations 2013 cover your cancellation rights when you buy online or by phone. Your right to cancel an order for goods starts when you place the order and ends 14 calendar days from the day you receive the goods. If your order consists of multiple items, your right to cancel runs from when you place the order to 14 calendar days from the day your receive the last item.
If you have ordered in error or changed your mind and wish to cancel your order, please let us know in writing by emailing enquiries@rogerswatson.co.uk within 14 calendar days after the day on which you received your goods. You then have a further 14 days to return the goods to us – see our returns policy below for more information.
Please note: Orders for made to order or bespoke items are exempt from cancellation unless they are faulty. These products include, but are not limited to, all Narnia Units
Returns: Faulty Goods
In the unlikely event that your goods arrive faulty or with a manufacturing defect please contact us within 30 days of purchase to claim a refund or an exchange. We will pay for the cost of returning faulty goods and delivering a replacement.
Returns: Cancelled Orders
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you the amount in relation to goods to which cancellation rights apply.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you or damage sustained prior to the goods being received by us. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
If you have cancelled your order you must return the goods to us within 14 calendar days of the cancellation. It is your responsibility to return the goods and you must cover the delivery cost of returning the item(s). Any items returned must be sealed, unused and in their original packaging. We cannot provide a refund for items which have been opened, used or damaged. Please note: there may be a restocking fee for returned goods of up to 30% of the value of the goods, this does not include the delivery charge.
If you choose to return goods to us we will not be responsible for any damage or loss that occurs during transit. If items are lost or damaged during transit when being returned we reserve the right to charge you or not refund you for the items.
Refunds
If you return goods and are entitled to a refund we will provide this refund within 14 days of receiving the goods back or you providing evidence of having returned goods e.g. proof of postage, whichever is sooner.
Delivery cost – along with the cost of the items returned we will refund the cost of standard delivery if all of your order is returned. If you paid for express delivery we will still only refund the cost of standard delivery for the items returned. If you return only part of your order and keep other items we will only refund for the items returned and not the delivery charge.
Guarantees
Our products are all sold with full guarantees for 1 year. If your goods fail due to a manufacturing defect during this timeframe you should contact us first to discuss and email a descriptive photograph of the defects for evaluation and maybe then return them to us whereby we will inspect the goods and repair or replace free of charge.