We know that you will be pleased with your purchases from Redumbrella.co.uk. However, there may be occasions when you will need to return items to us.
General
Whatever the reason for the return, you must notify us in writing or by email to returns@redumbrella.co.uk, stating your original order number, and the reason for the return. You will be contacted by a member of our returns team. If we agree to accept the return, we will issue you with a Returns Authorisation Number (RAN). Keep a note of your RAN in a safe place. You will need it if you want to check the progress of your return. The RAN must be displayed on the address label. There is likely to be considerable delay and confusion when dealing with returns that do not display the RAN number on the label. Returns made without a RAN are not authorised and will not be processed.
Items Damaged in Transit
If any items were damaged in transit, you must report it to us within 7 days of receipt. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. 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 or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault by emailing returns@redumbrella.co.uk, giving your order number and the details of the fault. A member of our returns team will contact you. The returns team will want to make sure you correctly understand how to use the product, and may ask you to carry out some simple tests or answer some simple questions to help us deal with your problem with least inconvenience to you. Once the return has been authorised, and a RAN number issued, items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you (including postage) via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you. In this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within it’s manufacturer’s warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. If it’s more than 28 days since you received the goods, please check the documentation with the product to find out the manufacturers’ arrangements for repairs under warranty. We will only accept them here if we have a specific arrangement with the manufacturer to handle warranty repairs. Manufacturers will not normally refund or re-imburse postage.
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 7 days of receipt. You must request a return by email to returns @redumbrella.co.uk, and wait for a member of our returns team to contact you. If we agree to accept the return, we will issue you with a Returns Authorisation Number (RAN). 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, and obtained a RAN, you have 28 calendar days to do so, at your own expense. We charge a 20% restocking charge for all returns, and we will refund you your original purchase price, excluding postage and packing, less 20%, within 28 days.
Need to return an item?
You can request a return by emailing returns@redumbrella.co.uk, giving your original order number and the reason for the request.
What is the best way for me to return my items to you?
A. By Royal Mail Standard Parcels Service.
I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If you have returned the goods without first obtaining a Returns Authorisation Number (RAN), the return will not be processed. If you have a RAN, but haven’t displayed it on the outside of the package then there is a good chance that this will lead to delays of up to 30 days in processing your return.
I have received an incorrect item, what should I do?
A. You should request an RAN by sending an email to returns@redumbrella.co.uk stating your original order number and the reason for the return, and wait for a member of the returns team to contact you. If we agree to accept the return, we will issue you with a Returns Authorisation Number (RAN) and give you detailed instructions on how to return the item. If it transpires that the goods were correctly sent out, we will inspect the goods. If they are “as new” in their original packaging, we will refund you your original purchase price, excluding postage and packing, less 20% restocking fee, via your original payment method.
