Returns
At Range 23, we stand behind the quality and performance of every product we supply. If something isn't right, we'll work with you to resolve it fairly and quickly.
This policy applies to purchases made directly from Range 23 and is provided in addition to your statutory rights under UK consumer law.
Change-of-Mind Returns
If you purchase from us online as a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
You must notify us of your decision to cancel within this 14-day period. Once you have notified us, the goods must be returned to us within a further 14 days.
For change-of-mind returns:
- The customer is responsible for the direct cost of returning the goods.
- Goods should be returned securely packaged and complete with all supplied parts and accessories.
- Where reasonably possible, please include the original packaging.
- We recommend obtaining proof of postage and retaining it until your return has been processed.
You may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
If goods have been handled beyond what is reasonably necessary and this has reduced their value, we reserve the right to make an appropriate deduction from the refund to reflect that diminished value.
Refunds for Change-of-Mind Returns
Where you exercise your statutory right to cancel, we will refund the price paid for the returned goods together with the cost of our standard delivery service.
If you selected a delivery service more expensive than our standard delivery option, the additional delivery cost is non-refundable.
Refunds will be made to the original payment method.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged, not as described, or you have received an incorrect item, please contact us as soon as reasonably possible at:
Please provide your order number, a description of the problem and, where possible, photographs or video showing the issue. This helps us assess and resolve the problem as quickly as possible.
Depending on the circumstances, the appropriate remedy may include a repair, replacement or refund.
Where goods are faulty or otherwise do not conform to the contract and a return is required, Range 23 will cover the reasonable cost of returning the goods.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Product Fault Assessment
Where a product is reported as faulty, we may ask for reasonable information to assist with diagnosis, including photographs, video and details of the equipment or configuration in which the product is being used.
Where remote diagnosis is not possible, we may ask for the product to be returned to us for inspection and testing.
If our assessment confirms that the product is faulty, we will provide the appropriate remedy in accordance with your statutory rights.
Damage or malfunction resulting from misuse, accidental damage, incorrect assembly or installation, unauthorised modification, or normal wear and tear is not considered an inherent product fault.
This does not affect your statutory rights.
Exceptions
Certain goods may be excluded from the statutory right to cancel where an exemption under UK consumer law applies.
This may include goods made to the customer's specifications or clearly personalised.
This does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.
How to Request a Return
To request a return, email:
Please include:
- Your name
- Order number
- Item(s) you wish to return
- Reason for return, where applicable
For a change-of-mind cancellation, you do not need to provide a reason.
Return instructions and the return address will then be provided.
Please do not return goods without including sufficient information for us to identify your order and return.
Refund Processing
Once returned goods have been received and inspected, any refund due will be processed to the original payment method within the applicable statutory timescales.
Once we have issued a refund, your bank or payment provider may require additional time before the funds appear in your account.