Delivery / Returns / Refund Policy
- Below may effect the ETA ( Estimated Time of Arrival ) or fast deliveries :
1) Free Delivery from RetailDirectOnline.co.uk:
A) All of our items are listed as Free Postage for most of the UK but it does actually cost us to post them. When you have ordered it first time we paid for the outbound postage as a goodwill gesture. However if you like to return the parcel for a full refund (for any personal reason claimed by the buyer) then please be advice that the buyer have to pay for the cost of postage for returning the item and we will also deduct the original outbound postage of £ 2.99 or higher for UK which was free at the first instance and International out bound postage cost for International customers who paid it separately.
B) After the return has been made and we are satisfied with the condition of return product we will deduct the postage and refund the rest value through Bank Account, Paypalor Amazon payment directly (Updated)
2) International Customers | International Postages and Delivery Times:
We combine / consolidate parcels and postages for all the International Customer in order to make it efficient and cost effective.
Please check the above table for approx. cost of postage and size of the parcel for various countries we deliver.
Delivery times vary for overseas countries especially during long holidays, banks holidays, Christmas holidays and Easter holidays in United Kingdom.
The cost of postage at the checkout for your country might be slightly less in which case we will contact you for the additional payment through our Balance Payment Voucher.
3) Tracking Information:
A) Please be advice that we have a small team at RetailDirectOnline.co.ukand the entire team member’s works very efficiently in admin and operations simultaneously.
Small team and working efficiently means we have less over heads expenses which in turn means that our products are less expensive.
When we have small team and we aim to work efficiently it also means that we have to cut corners on few admin works which includes updating Tracking Numbers and Communicating with buyers quite often every day.
We don’t update tracking numbers regularly so please remember when the buyer have ordered an item please go to your order details where Ebay and Amazon have indicated ETA ( Estimated Time of Arrival) . So please contact us around that time if your item has not arrived and we will investigate it for you.
A) Free Delivery for UK Mainland is a slow delivery which takes 3-4 working days and dispatch time. You can find your ETA (Estimated time of arrival) in your purchase history or order details.
B) Please be advice that RetailDirectOnline.co.ukonly dispatch products between Monday to Thursday and all the orders on Thursday after 12 Noon and all the orders on Friday Saturday and Sunday are processed following Monday morning. This can affect your delivery times.
C) If you need fast delivery we can only offer it if you have ordered on Saturday Sunday Monday Tuesday Wednesday and Thursday before 12 Noon. Also remember that we take 1 -2 dispatch time which may affect your fast delivery or ETA (estimated time of arrival).
At the checkout you have to prepay for the fast delivery or you have to pay extra by buying the prepaid vouchers (Balance Payment Vouchers) only after you have agreed with us. (Updated)
D) Please remember that we take 1-2 dispatch time which may affect your ETA (estimated time of arrival) or delivery date for any UK Mainland, Fast Deliveries and International Deliveries. (Updated)
E) Please remember holidays in UK including Long Weekends, Bank Holidays, Easter Holidays and Christmas Holidays may affect your ETA (estimated time of arrival) or delivery date for any UK Mainland, Fast Deliveries and International Deliveries. (Updated)
F) We make every effort to deliver goods within the estimated timescales however delays are occasionally inevitable due to unforeseen factors. Seller shall be under no liability for any delay or failure to deliver the products within estimated timescales.(Updated)
G) Risk of loss and damage of products passes to you on the date when the products are delivered to you or are left with a person or place nominated by you.(Updated)
5) Packaging | Postage and Delivery:
A) We at RetailDirectOnline.co.ukuse a good mix of new and used packaging for our Products .Our products will arrive in simple, glamour-free packaging that can be recycled however it will be securely packed.
B) Our products from RetailDirectOnline.co.ukwill arrive in simple, glamour-free packaging with very little or no instruction at all. Please as a buyer it’s your responsibility to handle the product carefully if you think it needs a careful handling and please don’t blame us for your inabilities as with due respect we consider all our current and prospective buyers intelligent and sensible . For example if you have ordered a sharp knife online and when it is delivered – you will naturally Handel it with due care doesn’t matter it says or not says ‘Handel carefully Sharp Blade’ or Keep it out of reach of Children’.
C) This efficient work allows us to be reasonable in our cost management and overhead expenses which in turn mean final Product price is actually is very good and sensible and affordable for our customers.
D) Postage for UK mainland is free and we offer very competitive postage for US, Canada, Europe Mainland, New Zealand and Australia. Please drop us a message at email@example.com to check how much it will cost for your country if at the checkout you don’t find any information regarding postage for your country. In this case you might have to purchase the postage cost for your country separately form us by buying the prepaid vouchers.
E) Online price errors. If we discover an error in the shipping postage cost, we will inform you as soon as possible (e.g. prior to the goods being despatched). We will provide you the option of reconfirming your order at the correct price and payment by Balance Payment Vouchers or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you choose to cancel and have already paid for the goods you will receive a full refund.(Updated)
F) We might contact the buyer for a further payment after the order is placed if we think that the Online shop have charged the buyer less postage specially the buyers from Isle of Man , Channel Island , Guernsey , Jersey , BT Post Codes , Certain Postcodes in Scotland , BFPO or certain European Countries. ). We will provide you the option of reconfirming your order at the correct price and payment by Balance Payment Vouchers or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you choose to cancel and have already paid for the goods you will receive a full refund.(Updated)
G) As a buyer it’s your responsibility to check your updated delivery address on Ebay, Amazon and on our Website before checking out. We use automatic booking system software to book all the online orders which means the software on our end only picks up the postcode and the door number from your registered address and books with the courier. If the item is dispatched to the incorrect address mentioned by the customer afterwards it will be an entire responsibility of the buyer and we shall be held not responsible for it.(Updated)
H) If the buyer lives in any sort of secured area (Specially Flats or Apartments) where the access to the premises is by entering code to the building entrance gate then it’s entirely the responsibility of the buyer to inform this in advance and leaves a mobile number with us and also leaves a note on the door for the further instruction to the courier driver. In the event the courier driver cannot access your premises and leaves a parcel in the secured place then it’s the responsibility of the buyer completely to locate their parcel or if the parcel is lost.(Updated)
I) If you have selected the parcel to be delivered to the business address please be advice that courier companies only delivers between 9 – 5 and sometimes between 8 – 6. It’s the responsibility of the buyer to choose a suitable delivery address where somebody is available to collect the parcel. (Updated)
J) It’s a buyers responsibility that when the buyer have ordered an item to be delivered to the certain address please be advice to drop us a message with your mobile number and check the ETA (estimate time of arrival) on your order details and arrange somebody to be available to collect the delivery in person or leave some instruction for the driver to follow especially if you are leaving for holidays. In case the item is returned back to us as a failed delivery or for reasons no one was available or the calling card was not answered then the courier company charges us £15 for a failed delivery. In this unlikely situation the buyer will be responsible to cover the cost of the failed delivery and the cost of resending the parcel again. Both the cost is still applicable if the buyer choses to cancel and refund the order at this stage.(Updated)
K) On a very rare occasion and mostly due to personal reasons or reason beyond our control RetailDirectOnline.co.ukcannot do a fast delivery or next day delivery. When this happens we will try to advice the buyer as soon as possible and will cancel the buyer’s orders for a full refund. Please at this point most buyers gets angry and agitated and frustrated and try to take out their negative emotion on us by giving negative feedback! Please be advice we still live in real human world and sometimes unfortunate situation things happens! So please don’t take this personally and try to be cooperative and understanding and we will be really appreciative.
6) Returns and Refundsfrom RetailDirectOnline.co.uk:
A) Please be remember that when you go to a shop and buy something from the physical shop and then come back to home and realise that the item bought it’s not up to your expectation or for whatever reason you think it’s not useful and you decide to travel back to the shop to return it. The shop as a business will refund you in full however they will not refund you for the cost of your time / parking cost and fuel cost back and forth as this you has to bear as a buyer and your decision to buy something at first.
B) If you don’t like something, this certainly doesn’t means that the item is of inferior quality, it normally means you had higher expectations and expensive taste. This buyer behaviour cannot be class as Item is not as described!
C) If you are not satisfied with the purchased item or for any personal reasons claimed by the buyers and you want to Return /Refund/Exchange we are more than happy to give a full refund (excluding the cost of postage). However items must be notified and returned to us within 14 days of the receipt in the same condition as they were sent out, items that have been damaged or used will not be accepted. When returning items please be advice that the buyer have to pay for the cost of postage for returning the item and we will also deduct the original outbound postage of £ 2.99 or higher for UK which was free at the first instance and International out bound postage cost for International customers who paid it separately. If you have any enquires or problems then please don’t hesitate to contact us, we are here to help you.
D) While opening a return / refund / exchange case on Ebay or Amazon or Our website please be advice to use a genuine reason to return and be honest while you are selecting between Items not as described or Item you don’t like because of your personal reasons and Change of Mind.
Please be advice that it’s against Ebay and Amazon and Consumer Rights Act policy and class as Buyer abusing Buyer Protection Rights to pressurise and threat the Seller to bear the cost of the return or refund for the partial use of the product (Edible or Non Edible). We as seller report these kind of abusive behaviours to Ebay and Amazon proactively and they monitor your suspicious buying behaviour for a pattern and your account can be blacklisted and blocked permanently.
E) We will only bear the cost of the return postage if it’s our genuine mistake and any partial refunds and full refunds to the buyer as good will gesture will be at seller discretion and will vary case to case.
Examples of postage responsibility in case a problem has occurred.
Doesn’t Fit (Buyer pays the return postage and the original outbound postage)
Changed my Mind (Buyer pays the return postage and the original outbound postage)
Just didn’t like it (Buyer pays the return postage and the original outbound postage)
Ordered by Mistake (Buyer pays the return postage and the original outbound postage)
Doesn’t work or is defective (Seller pays the return postage and the original outbound postage after the facts have been investigated and established)(Updated)
Doesn’t match description or photos (Seller pays the return postage and the original outbound postageafter the facts have been investigated and established)(Updated)
Wrong item sent (Seller pays the return postage and the original outbound postageafter the facts have been investigated and established)(Updated)
Arrived damaged (Seller pays the return postage and the original outbound postageafter the facts have been investigated and established)(Updated)
Missing parts or pieces (Seller pays for the replacement postageafter the facts have been investigated and established)(Updated)
Found a better price (Buyer pays the return postage and the original outbound postage)
Doesn’t seem authentic (All our products are made in our factory) (Buyer pays the return postage and the original outbound postage)
Failed Delivery (Buyer was not available when the driver attempted the delivery or the buyer didn’t responded to the calling card left and the item have been returned back) ( Buyer is responsible for the Failed Delivery Cost £15 and also responsible for the cost of resending | in case buyer request cancellation and refund at this stage still the buyer is responsible for failed delivery £15 and cost of original outbound postage which might have been free at first as a good will gesture)(Updated)
F) Please be advice once the item is returned back to RetailDirectOnline.co.ukyou need to provide a return tracking number. There will be no automatic refund if the tracking number is not provided.
7) Incorrect / Wrong Item sent:
A) We all still live in real human world and there are human workforces who are processing your orders behind the veil. There are chances of mistakes, errors and unfortunate situations while processing and delivering your goods which are beyond our control as we have to rely on people on ground and third parties for their services.
99% of our orders at RetailDirectOnline.co.ukare successfully delivered however as a buyer be ready to be fallen in the 1% and just consider it as an unfortunate event.
Lot of customers tend to give negative feedback just to take out there grudge, frustration, anger or agitation without realising how damaging it is for a business and the lively hood of many employees and their families whose income depend on the business.
B) In the situation you have received an incorrect or wrong item! The procedure is very simple. Please don’t get panic and drop us a message to advise us the problem. We will quickly investigate it. If it’s our mistake then we will advise you to rebuy the item from the same product listing which we will try our best to send it same day with fast delivery method on our cost after we have discussed this with the buyer. Only in certain situation if it’s not possible we will apologies the buyer and offer them an alternative or cancel the order in full after the return is completed for the first item. As for the first item which was sent in error we will request you to open a return case for it separate so we can arrange a replacement and refund after its been delivered. back to us . This way the process is very fast and efficient with less frustration at both ends as 2 matters are dealt on a parallel channel.
C) Our dispatch warehouse only operates on Sunday, Monday, Tuesday, Wednesday and Thursday (until 1 P.M. if the problem is reported before this time). In case if there is a problem with the buyers order and the seller have agreed to send out a replacement then the replacement can be only sent out on the above days for a next day delivery however from experience be advice only 10% of the orders sent out on Thursdays for a next day delivery don’t arrive on Friday as Friday are normally very busy days in terms of rush hour and if the courier driver 5 o’clock jobs finishes then they take the remaining parcels back to the depot for a delivery on Mondays as most of the courier companies don’t deliver over the weekend . This is beyond our control and if this happens with a buyer please don’t be panicked and angry and considered it as an unfortunate situation. (Updated)
D) We don’t send out any next day replacement on Thursday if the problem is reported on Thursday after 1 P.M or Friday or Saturday or Monday. As next day deliveries over the weekend are very expensive it very hard to find a courier who is willing to do this. If this happens with a buyer please don’t be panicked and angry and considered it as an unfortunate situation. (Updated)
E) Payment Vouchers are listed on our Shop at RetailDirectOnline.co.uk in the denomination of £ 0.99 / £ 2 / £ 5 / £ 10 / £ 20. These are only payment vouchers for the balance payment. Balance payment is required in the event buyer want to pay for the faster postage, difference in the International Postage or changes in order. Please purchase the Payment Voucher only in the event when the buyer has mutually agreed with the seller for a particular service.