Returns Policy

We want our returns process to be as clear and straightforward as possible. This page explains how to return products purchased from Rhino Security and the different rules that apply to consumer and business customers.

This policy is in accordance with our terms and conditions and does not affect your statutory rights.

Are You a Consumer or Business Customer?

Different return and cancellation rights may apply depending on how you purchased from us.
For the purposes of this policy, a Consumer is an individual purchasing product wholly or mainly for purposes outside their trade, business, craft or profession.
A Business Customer is a person or organisation purchasing products wholly or mainly for business or professional purposes.
If you are unsure which section applies to your order, please contact us.

How to Request a Return:

To request a return, please email sales@rhinosecurity.co.uk or call us on 01603 484 999
and provide:

• Your contact details (name, address, email, phone number)
• Your order number (eg. WEB1234)
• Which product(s) from the order you’d like to return
• In the unlikely event your item arrives damaged, please also provide details of damage and photos where possible.

We will then confirm the next steps and, where applicable, provide return or collection instructions.

Consumer Returns

Your Right to Cancel an Online or Distance Order
If you are a Consumer and purchased from Rhino Security online, by telephone or through another form of distance contract, you will normally have a statutory right to change your mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving the goods without giving us a reason.

Where an order consists of multiple goods delivered separately, the cancellation period will generally run from the day after you receive the final item.

To exercise this right, you must tell us clearly that you wish to cancel within the 14-day cancellation period. You can do this by emailing sales@rhinosecurity.co.uk or calling us on 01603 484 999. You then have a further 14 days from notifying us of your cancellation to return the goods.

Returning Goods Following a Statutory Cancellation
Unless we have agreed to collect the goods, you are responsible for returning them to us. You will normally be responsible for the direct cost of returning the goods unless we have agreed otherwise or the goods are faulty, damaged or not as described.

Due to the size and weight of many of our products, return transport can be expensive. Please contact us if you would like us to arrange collection on your behalf. We will advise you of the collection cost before arranging it.

You must take reasonable care of the goods while they are in your possession.

You are entitled to inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality. If the value of the goods has been reduced because they have been handled beyond what would reasonably be permitted in a shop, we may make an appropriate deduction from the refund as permitted by law.

We therefore recommend keeping all packaging, pallet wrapping and protective materials until you are satisfied with your purchase.

Consumer Refunds Following Cancellation
Where you validly exercise your statutory right to cancel, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option, where applicable.

If you selected a more expensive or enhanced delivery service, we are not required to refund the additional cost above our standard delivery charge.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first.

Refunds will be made within the timescales required by applicable consumer law.

No restocking fee applies where a Consumer validly exercises their statutory right to cancel within the applicable cancellation period.

Exceptions to the Consumer Right to Cancel

The statutory right to cancel does not apply to certain products and contracts.
In particular, products which are made to your specifications or clearly personalised will generally not carry a statutory change-of-mind cancellation right once the relevant exemption applies. This may include certain bespoke, custom-manufactured, specially finished or specially configured products.

This does not affect your statutory rights where goods are faulty, damaged or not as described.

If you are unsure whether a product is made to order or bespoke, please contact us before purchasing.

Rhino Security’s Additional 30-Day Returns Policy

In addition to your statutory rights, Rhino Security may accept eligible standard products for return for up to 30 days from delivery.

For Consumer returns made outside the statutory cancellation period but within our additional 30-day returns period, the product must be unused, undamaged and in a condition suitable for resale.

These additional, non-statutory returns may be subject to our standard 25% restocking fee and any applicable collection or return transport charges.
Our additional 30-day returns policy does not replace, limit or reduce your statutory consumer rights.

Business Customer Returns

Unless otherwise agreed in writing, Business Customers may request the return of eligible standard products within 30 days of delivery.

Products must be unused, undamaged and in a condition suitable for resale. We recommend retaining all original packaging, shrink wrapping, banding and protective materials.

Approved Business Customer returns are subject to:
• A 25% restocking fee based on the value of the returned products; and
• Where Rhino Security arranges collection, a £150 + VAT collection charge, unless otherwise agreed.

Returned products will be inspected when received at our depot before any refund or credit is issued.

Products which have been installed, used, altered, customised, painted, chemically treated or otherwise modified cannot normally be returned.

Made-to-order, bespoke, custom-built or specially manufactured products are non-returnable unless otherwise agreed in writing or the products are faulty, damaged or do not conform to the contract.

Damaged Products

In the rare event that your product arrives damaged and you choose to accept the delivery, please sign the delivery note as “damaged” where possible and contact us as soon as you can by emailing sales@rhinosecurity.co.uk or calling us on 01603 484 999

To help us assess the damage and raise a claim with the courier where appropriate, we may ask you to provide photographs or videos showing the damage to the product, together with any damage to the packaging, pallet or wrapping. This helps us resolve the issue with you as quickly as possible and allows us to recover the associated costs from the courier where the damage has occurred in transit.

Depending on the circumstances, we may offer a replacement part (as detailed in the next section), a replacement product, or a refund.

Where a product needs to be returned to us, we will arrange collection. Until the product is collected, we ask that you take reasonable care of it and, where possible, retain the original packaging and ensure the product is appropriately secured, packaged and stored to prevent any further damage. Once the product has been returned and inspected, we will arrange the appropriate replacement or refund.

Please note that replacement products and parts may vary slightly from the original. As outlined in our Terms and Conditions, colours, finishes and shades can vary between manufacturing batches, so an exact visual match cannot always be guaranteed.

Replacement Parts for Damaged Products
In certain cases, damage to a product can be resolved by replacing a specific part rather than the entire unit. Where this is the most appropriate solution, we will arrange for the required replacement part to be sent to you at no additional cost.

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.

Faulty Products

If you believe a product is faulty, please email sales@rhinosecurity.co.uk or call 01603 484 999 as soon as possible with your order details, a description of the fault and photographs or video where appropriate. We will investigate the issue and advise you of the appropriate next steps.

For Consumers, your rights in relation to faulty goods are governed by applicable consumer law, including the Consumer Rights Act 2015. Our warranty and returns procedures are in addition to, and do not replace, those statutory rights.

Incorrect or Missing Products

If you receive an incorrect product or believe part of your order is missing, please contact us as soon as reasonably possible by emailing sales@rhinosecurity.co.uk or calling 01603 484 999.

Please check the number of parcels, pallets or crates received against the carrier’s delivery documentation before reporting missing items.

Where we have supplied an incorrect product or failed to supply part of your order, we will work with you to resolve the matter as quickly as possible.

Refunds

Once a return has been received, inspected and approved, refunds are normally processed by Rhino Security within 3 working days.

The time taken for funds to appear in your account after we process the refund will depend on your bank or payment provider.

Refunds will normally be returned to the original payment method.

Where statutory Consumer cancellation or refund rights apply, refunds will always be processed within the timescales required by law.

Need More Help

Call us: 01603 484999

Lines open: 9am – 5pm Monday to Friday