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Returns Policy

Contract Cancellation 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 020 8242 1851 or inform us via email at info@ralphbentley.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. 

This does not affect your statutory rights.

 

Returns Policy 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.

Goods must be returned to us within 30 days of receipt, undamaged and in their original packaging with the returns slip completed. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. 

If an undamaged item is returned to us outside of the 30 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Humber Distribution Limited. 

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. We try to process returns as soon as possible once they have reached our warehouse. However, returns can take up to 14 days to be processed, especially during busy periods. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If this is not possible, we will contact you via phone or email. 

We cannot accept returns of used towels, door mats, candles or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan.

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged and may be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Humber Distribution Ltd's discretion. 

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Humber Distribution Limited. 

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund.

 

Refunds / Exchanges 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our warehouse. 

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. 

This is usually done within 5 working days of receiving your return. 

During busy periods, please allow up to 21 days for your return to be received and processed. 

Refunds - Your refund will be issued via the original method of payment. If we encounter any difficulties with this, a member of our in-house team will contact you as soon as possible.

Exchanges - We do not offer exchanges at Ralph Bentley. As an alternative, we prefer to refund in full and then allow our customers to re-order replacement products at a time that is suitable for them. This allows us to create a completely new order and tracking information, which makes it easier for future reference.

Damaged / Faulty Goods

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

If an item is deemed to have a manufacturing defect or is not fit for purpose, or a manufacturing fault occurs within 6 months, we will offer a replacement, an exchange or a refund. 

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information. 

Returning an item
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please ensure that you include the Returns Slip within the parcel. 

Returns can take up to 21 days to be processed, especially during busy periods. 

We cannot accept responsibility for packages that never reach us.