Returns & Refund Policy
We accept refunds and exchanges, and all refunds are dealt with on a case-by-case basis
You may return all items in an unused condition and wherever possible in the original packaging. If you want to return your order you must tell us within 14 days (beginning on the day you receive the goods), you then have 14 days to return the items after raising a query. Certain items cannot be returned, as detailed in the EXCEPTIONS TO THE RETURNS POLICY section.
To start the returns process please contact our sales team by email at Sales@Rhinox-Group.com with the following information:
- Invoice Number
- Reason for return
- If due to faults, please include serial number & photo of goods
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then a refund will be processed to your original method of payment, we aim to process refunds within 14 days of receiving goods.
If you have not received your refund after the period stated above, please contact us at firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. Certain items cannot be returned, as detailed in the EXCEPTIONS TO THE RETURNS POLICY section.
Items should be returned in the original packaging, if you want to return your order you must tell us within 14 days (beginning on the day you receive the goods), you then have 14 days to return the items. Returns collected by Rhinox from your address are charged at the delivery charge stated on your invoice x 2. If you choose to source and pay for your own courier to return the goods only the cost of delivery stated on your invoice will be charged.
Charges will be deducted from your refund.
When returning an item, you must complete and attach a RETURNS FORM to the product to allow us to process your return and refund correctly. If this form is not provided, we may not be able to allocate the credit to your account
If you are sourcing your own courier to return goods, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and if we do not receive the item no refund will be processed.
Our return address is: Rhinox Group Ltd, Hunsley Business Park, North Newbald, East Yorkshire, YO43 4TW, United Kingdom.
Exceptions to the Returns Policy
The following exceptions apply to our returns policy.
No refunds or exchange can be given on items made to your specification unless there is a manufacturing defect, or the goods are not as ordered.
Returned items which are not in new or unused condition or are missing any parts may not be fully credited to your account unless they are faulty.
This does not affect your right to return faulty items.
All returns and exchanges are dealt with on a case-by-case basis. Please contact your account manager and we will be happy to discuss your options. A rehandling fee of up to 25% of the invoice value may be charged by Rhinox.