Refund and Returns Policy
Reinol Ireland Ltd supplies products to both consumer customers and approved trade/business customers.
This Refund & Returns Policy explains your rights and our procedures for cancellations, returns, faulty goods and refunds.
Your legal rights depend on whether you are purchasing as a consumer or for business purposes. Nothing in this policy is intended to exclude, restrict or replace any statutory rights that apply to you.
Consumer Orders
If you are purchasing products mainly for personal use rather than for purposes relating to your trade, business or profession, you are treated as a consumer.
Consumers purchasing online have certain legal rights to cancel orders, return goods and obtain remedies where goods are faulty, damaged, not as described or otherwise do not meet the requirements of applicable consumer law.
Changing Your Mind – Consumer Online Orders
For most products purchased online, consumers have the right to cancel their order without giving a reason.
The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.
If an order contains several items delivered separately, the cancellation period may run from the day on which the final item is received.
To exercise your right to cancel, you must inform Reinol Ireland clearly that you wish to cancel your purchase before the cancellation period expires.
You can do this through our Contact page. Please include your:
- name;
- order number;
- contact details; and
- details of the product or products you wish to return.
You do not have to give us a reason for cancelling.
Returning Goods After Cancellation
After telling us that you wish to cancel, you must normally return the goods to us within 14 days.
Please contact Reinol Ireland before returning any goods so that we can provide the appropriate return instructions and return address.
Unless we have agreed otherwise, you will normally be responsible for the direct cost of returning goods where you are cancelling simply because you have changed your mind.
We recommend using an appropriate tracked delivery service and retaining proof of postage.
You are responsible for taking reasonable care of products while they are in your possession.
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you might reasonably inspect a product before buying it in a physical shop.
If a product has been handled more than is reasonably necessary and its value has been reduced as a result, we may be entitled to make an appropriate deduction from the refund where permitted by law.
Refunds for Cancelled Consumer Orders
Where you validly cancel an order under your statutory cancellation rights, we will refund the amount you paid for the goods.
Where applicable, we will also refund the cost of our standard delivery option.
If you selected a more expensive delivery service, such as express or premium delivery, we are not normally required to refund the additional amount above the cost of standard delivery.
Refunds will be made without undue delay and within the timescale required by applicable consumer law.
Where goods are being returned, we may be entitled to wait until we have received the goods back, or until you provide evidence that they have been returned, before issuing the refund.
Refunds will normally be made using the same payment method used for the original purchase, unless another method has been expressly agreed.
For example:
- card payments will normally be refunded to the original card or payment method; and
- orders originally paid by bank transfer will normally be refunded by bank transfer.
We will not charge you a fee for issuing a statutory consumer refund.
Products Excluded From Change-of-Mind Cancellation
The statutory right to cancel an online purchase does not apply to every type of product.
Depending on the nature of the product and applicable law, cancellation rights may not apply to certain goods, including:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly; and
- sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.
Where a product falls within one of these exceptions, this will not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
Simply opening packaging does not automatically remove your cancellation rights. Any restriction will only be applied where permitted by law.
Faulty, Damaged or Incorrect Consumer Goods
If a product arrives:
- faulty;
- damaged;
- not as described;
- unfit for its normal purpose; or
- different from the product you ordered,
please contact Reinol Ireland as soon as reasonably possible.
Please provide your order number and details of the problem.
We may ask you to provide photographs or other reasonable information to help us identify the issue, particularly where an item has been damaged in transit or an incorrect product has been supplied.
Your statutory rights apply independently of the change-of-mind cancellation rights described above.
Where applicable, consumers may have a short-term right to reject faulty goods within 30 days and obtain a refund. Depending on the circumstances and how long you have owned the product, you may also have rights to a repair, replacement, price reduction or refund.
Where goods are faulty, damaged on arrival or incorrectly supplied, Reinol Ireland will provide appropriate return instructions and will bear reasonable return costs where we are legally responsible for doing so.
We will not require you to accept a credit note instead of a refund where you are legally entitled to a monetary refund.
Damage Caused After Delivery
Consumer rights relating to faulty goods do not normally cover problems caused by:
- accidental damage after delivery;
- misuse;
- failure to follow reasonable product instructions;
- inappropriate storage;
- normal wear and tear; or
- alterations or damage caused by the customer or another person after delivery.
This does not affect any rights you may have where the product itself was faulty when supplied.
Trade and Business Customers
The statutory consumer cancellation rights described above do not normally apply to purchases made wholly or mainly for business, trade or professional purposes.
Approved Reinol Ireland trade accounts are therefore subject to the following business returns procedure.
If you wish to return a non-faulty trade order, please contact Reinol Ireland before sending any goods back.
Acceptance of non-faulty business returns is at our discretion unless otherwise agreed in writing.
Where we agree to accept a non-faulty trade return, products must normally be:
- unused;
- unopened;
- undamaged;
- in a condition suitable for resale; and
- in their original packaging.
Products that have been opened, used, damaged or altered after delivery may not be accepted for a discretionary trade return.
Specially ordered, customised or customer-specific products may also be excluded from discretionary trade returns.
Please do not return trade goods without first receiving return instructions from Reinol Ireland.
Faulty, Damaged or Incorrect Trade Orders
If goods supplied to a trade customer are faulty, damaged on arrival or not the products ordered, please contact Reinol Ireland as soon as possible.
Please provide your order number and details of the issue.
We may ask for photographs or other reasonable information to allow us to assess the problem.
Where appropriate, we will arrange a replacement, refund, credit or other suitable remedy in accordance with the applicable contract and law.
Where Reinol Ireland is responsible for the return because goods were faulty, damaged on arrival or incorrectly supplied, we will provide appropriate return instructions.
Trade Return Delivery Costs
For discretionary returns of non-faulty trade goods, the customer will normally be responsible for the cost of returning the goods unless we agree otherwise in advance.
We recommend using an appropriate tracked delivery service and retaining proof of postage.
Any original delivery charges or other costs associated with a discretionary business return will only be refunded where agreed by Reinol Ireland or where required by law.
Trade Refunds
Where Reinol Ireland agrees to refund a trade order, the refund will normally be made using the original payment method where reasonably possible.
Card payments will normally be refunded to the original payment method.
Where payment was made through Trade Account – Bank Transfer, an approved refund may be returned by bank transfer. We may require appropriate account details before processing the payment.
Refund processing times may vary depending on the bank or payment provider.
Cancelling an Order Before Dispatch
If you need to cancel an order before it has been dispatched, please contact Reinol Ireland as soon as possible.
Where the order has not yet been processed or dispatched, we will normally cancel it and arrange any applicable refund.
If the goods have already been dispatched, the appropriate consumer or trade returns procedure described above will apply.
Cancellation may not be possible for specially ordered, personalised or customised goods once work or procurement has begun, subject always to any statutory rights that apply.
Proof of Purchase
We may ask for reasonable proof that the goods were purchased from Reinol Ireland before processing a return, replacement or refund.
Your order confirmation, invoice, receipt or other evidence of purchase may be used for this purpose.
How to Arrange a Return
Please do not send goods back without contacting us first.
For cancellations, returns, refunds or problems with an order, please contact Reinol Ireland through our Contact page.
Where possible, include:
- your name;
- order number;
- contact details;
- product being returned; and
- reason for contacting us.
We will then provide the appropriate return instructions.
Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to exclude or restrict any legal rights available to consumers.
Consumers may have rights under the consumer protection laws applicable to their purchase and, where relevant, mandatory consumer rights applicable in the country in which they live.
Where there is any conflict between this policy and a mandatory consumer right, the applicable statutory right will take priority.
Contact Details
Reinol Ireland Ltd
Company No. NI687955
Registered Office:
35 Larne Road
Carrickfergus
Northern Ireland
BT38 7EE
For returns, refunds or order enquiries, please contact us through the Contact page of the Reinol Ireland website and include your order number wherever possible.