Here we lay out everything you need to know should you wish to return any product purchased from Rhino Security.
This policy is in accordance with our terms and conditions and does not affect your statutory rights.
Returning your product:
Before getting in touch about returning a product, please ensure you have read this returns policy in full.
If you’d like to return a product, please get in touch with the Rhino Security support team by emailing firstname.lastname@example.org and let them know:
Once the team have received an email featuring all the details requested above they’ll be in touch with next steps, which will be in accordance with the policy set out below and supported by our terms and conditions.
Cancelling Your Order Before Delivery:
Should you purchase a product from Rhino Security, you retain the option to cancel your order, or any portion thereof, before it has been dispatched. No charges will apply for cancelling your order at this stage.
However, if cancellation occurs after the order has been dispatched and is en route, a £45 (excluding VAT) cancellation fee will be imposed to offset the aborted delivery.
Cancelling Your Order After Delivery:
If you wish to cancel your order after delivery, you have a 30-day window to do so, provided the following conditions are met:
More details on specific returns can be found below.
Returns Due to Change of Mind:
You have the option to return any product(s) within 30 days from the date of delivery for any reason, including if you simply change your mind. If you choose to return the delivered products, please note that you will incur a restocking fee of 25% of the value of the returned product(s) and a collection fee of £150 (excluding VAT).
The product(s) must be returned unused, in pristine condition, and undamaged, with all original shrink wrapping and banding around the pallet or crate still intact. Upon arrival at our depot, returned products will undergo inspection to confirm their condition. Additional fees may apply for products returned in a damaged condition that was not previously communicated to us in accordance with this policy.
To initiate a product return, please follow the instructions provided at the top of the page and email us.
Prior to accepting a delivery, it’s crucial to inspect the goods for any signs of damage. In the rare event that you receive a damaged product, pallet, or crate and choose to accept the delivery, please sign the delivery note as “damaged” and notify us of any issues within 7 days of delivery by emailing email@example.com
For accurately reported damaged goods, we offer several options: providing a replacement part (as detailed in the next section), offering a full replacement product, or issuing a full refund. Refunds and replacement products are contingent upon inspection by our team upon collection of the product from you. While we will arrange collection, it remains your responsibility to take reasonable care of the products until they are collected, including securing, packaging, and/or storing them to prevent further damage. Following collection and inspection, provided we ascertain that the goods were damaged in transit or prior to delivery, a full refund or replacement product will be issued.
Please note that replacement products and parts may vary. As outlined in our terms and conditions, items may not be identical to those being replaced, particularly in terms of colours and shades, which can vary by batch.
Replacement Parts for Damaged Products:
In certain cases, damage to a product can be remedied by replacing a specific part rather than the entire unit. If damage is reported in accordance with the policy outlined in the damaged product(s) section above, we will promptly dispatch a replacement part at no cost to you.
It’s important to note that replacement products and parts may vary. As detailed in our terms and conditions, there may be differences between the replacement items and the originals, particularly in terms of colours and shades, which can vary by batch.
If you suspect that you’ve received a faulty product, please contact us at firstname.lastname@example.org within 7 days of delivery. In your email, please provide details of the fault, including photos if possible, along with your order information and contact details.
Upon receiving your report, we will take the necessary steps to address the issue. This may involve dispatching a replacement part or arranging for the collection of the faulty product followed by the delivery of a replacement. If the faulty product is being collected, please ensure that all product packaging and shrink wrapping are intact. Upon return, the faulty products will be inspected before issuing a replacement. Replacement parts/products will be provided at no additional cost.
In the event that we collect a product deemed not to be faulty, we reserve the right to charge the costs of returning the goods or deduct it from any refund.
If you wish to cancel your order due to a faulty product, please refer to the “Change of Mind Returns” section above.
If the product(s) you receive do not match your order or do not align with the description provided, please contact us at email@example.com immediately. We will promptly collaborate with you to address and resolve the issue.
Upon delivery of your products, it’s essential to verify against the carrier’s delivery note that all expected packages, parcels, or crates have been received. Any discrepancies should be promptly noted on the delivery note and reported to firstname.lastname@example.org within 7 days of delivery. Missing products reported within this timeframe will be promptly reissued at no additional cost.
As mentioned earlier, you have 7 days to report any issues regarding missing, incorrect, damaged, or faulty products, or 30 days to cancel your order and request a return for other reasons. Failure to notify us within these specified timeframes will be interpreted as acceptance of the goods. Claims made after these deadlines will be evaluated at our discretion, and we retain the right to decide whether to repair, replace, or issue a refund.
If eligible, refunds will be processed within 3 working days, and the credited amount will be returned to the original payment card/provider of the cardholder.
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