We hope that you never need to return anything to us; however, should you need to we aim to make it as simple as possible for you to exchange or refund your purchase with our 30-day money back guarantee.
Non-faulty items should be unused and in a saleable condition and with their original packaging, please make sure that you return all component parts and any promotional items or free gifts to our Dover store. If you are unable to return a particular item to our Dover store, please call us on 01304 245809 to arrange a free collection.
For any problems or faults found during or after installation, please contact the manufacturers’ helpline for assistance.
Please note: some items are excluded from our returns policy or are unsuitable to return to store. These exclusions can be found in our Terms & Conditions which is available on the rbfixings.com website. Your statutory rights are not affected by this guidance.
What do I do if an item develops a fault after 30 days?
If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put right as quickly as possible. We may offer a repair or replacement of the item or offer a price reduction or refund. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality during the expected life of the product.
If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty, please contact the manufacturer direct in the first instance. If you require assistance with locating the manufacturer or their contact details, please contact us.
If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible, we will replace the item with the same or an equivalent model.
My product is faulty but is still guaranteed by the manufacturer, what do I do?
You will need to contact the manufacturer directly in the first instance for assistance. The guarantee information should have been provided with the product at the point of purchase. However, if you require assistance with locating the manufacturer or their contact details, please contact us.
What should I do if I’ve already installed something which has developed a fault?
If the item is installed, please check first whether the manufacturer has provided a helpline, repair service or warranty. If you require assistance with locating the manufacturer, or your product was not supplied with such a warranty or service, please visit our Dover store or contact us.
If your item develops a fault within 30 days from the date of purchase, then you will be able to reject the goods and receive a full refund or a replacement. After 30 days, we may offer a repair or replacement of the item or offer a price reduction or refund.
What happens if my items delivered or collected from store are damaged or incorrect?
If you have received your delivery and products are damaged or incorrect, please contact us as soon as possible with your order reference and full details of the products, so that our team can resolve this for you. For in-store orders, where possible, always check the goods before leaving the premises, if you have collected your order from our store and your items are damaged or incorrect, please return to the store with the items so that the team can resolve this for you.