Delays and Returns
Delayed Orders Within the UK
If you selected first or second class post, your package is not trackable and does not have any guaranteed delivery date. We have had goods show up as long as 4 weeks after we sent them in good faith by 1st class mail. Bearing this in mind, 2nd class orders will not be re-sent sooner than 15 working days, and missing 1st class orders will not be sent sooner than 10 working days from the shipping date. If there have been any bank holidays or postal strikes during this period, this will also be taken into account. We recommend using Guaranteed Delivery if your order must arrive by a certain date
If missing goods have to be re-sent all we then ask is that you have the integrity to let us know if it shows up later. You can then either arrange payment if you want to keep them, or arrange to send the goods back to us (we will of course then refund your shipping costs).
Delayed Orders Outside the UK where “Air Mail Non Trackable” has been selected
If you selected “international mail non trackable – no refund in event of loss” as your shipping method unfortunately this means what it says. Usually the goods DO show up, but once the order has been sent, it’s not insured or trackable and we do not issue refunds in the event of loss.
Delayed Orders Outside the UK where a signed for service has been selected
If you select this shipping method, someone has to be available to sign for the goods, though sometimes the shippers leave the goods with a neighbour who signs for it. If nobody is in, they should leave a note, though they sometimes customers claim they never got one. Either way, if you have not received your goods after 2-3 weeks, please contact us, and we will investigate. If they attempted delivery once already we may need you to contact the shippers to arrange re-delivery.
Malta SendOn: our responsibility is to deliver to the Malta SendOn warehouse. Thereafter the package is your responsibility as the customer who has booked it on, for payment, delivery and in the event of loss. For this reason we advise taking out the cheap insurance offered by Malta SendOn for your parcel especially if its of high value.
Any claims for non delivered items must be made within 4 weeks of dispatch (UK) and 8 weeks (non UK).
It is the customers responsibility to enter / select the correct full address when they place an order. If a customer gives us the wrong or incomplete address for their shipment, such as an address they no longer live in, the wrong country, the wrong post code, or a place that does not exist, we will not refund the goods if they get lost. Also, if you change address and have not changed the shipping address on your account, we will not replace goods that have been lost, as this is a result of customer error.
Shipping Goods Out Of The EU
If you are purchasing goods from outside of the EU, please note the following:-
If the goods are returned, we will gladly refund the cost of the products, but not our shipping cost. In practise this almost never occurs, but we need to mention it nonetheless.
Some countries have very stringent laws and will not allow food supplements, vitamins etc into their countries.
We are not liable for any items that are seized, lost or confiscated by any government outside of the UK. This also occurs incredibly rarely, but we need to mention it nonetheless.
We are not liable for any tariffs, import duties or international taxes imposed outside the UK.
How To Send Goods Back
This is what you need to know if you want to return goods to us:
If you send goods back to us, the risk of damage to or loss of the Goods in transit shall pass to you from us as the seller to you as the buyer. For this reason we recommend you to package the goods well, and use a trackable service.
Goods Returned Within 7 days: By law customers within the European Union also have the right to withdraw from the purchase of any unused, sealed items within seven working days of the day after the date the item is delivered, and have them refunded if they are returned to the supplier. We are not legally obliged to return outgoing shipping costs or for the customer’s cost for shipping goods back to our warehouse. In practise, It is R&R's policy to allow returns of unused, sealed items sent back within 6 weeks of delivery as long as they are within 8 weeks of the sell by/use by date. If the error was on our part, we will refund both the goods and the outgoing shipping costs.
Items sent outside of the EU: Unless the error was on our part, we do not offer refunds for goods returned to us from outside of the EU. This is because we typically get charged import tarriffs to re-import goods, and by the time we have paid those, and taken off the outgoing shipping and processing costs, and the customer has paid to send the goods back, the customer usually ends up with virtually nothing refunded.
Please help us identify you. To gaet a refund, you must include a note with your name and post code written clearly with the package, or better still include the original invoice or a copy of it.
For all queries relating to shipment, please call: 01635 581289 or email: firstname.lastname@example.org
Resource and Rebalance Me (returned items) c/o Fusion Fulfilment, Unit 16, Turnpike Industrial Estate, Turnpike Road, Newbury, Berkshire RG14 2LR