Thank you for shopping with us

We want you to be happy with your purchase, please see below for your options should you not be completely satisfied with it, with regards to Returns and Refunds.

 

Returns


Under the Consumer Contracts Regulations 2013, you have 14 days from point of delivery to change your mind about your order, in which time, you can return the product(s) to us for a full refund of your purchase cost, including initial postage price, to your original payment method. We will require written confirmation that you wish to cancel your order via email, Fax, or Post – Please see our Contact page for more details. The product(s) will need to be returned to the address provided from our confirmation, at your cost, and in a resalable condition, including any documentation, accessories etc. We are unable to accept any liability for any goods returned to us by customers while in transit. We advise a tracked service to ensure a safe return. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, although you will be notified of this in writing should this be the case. We will make the reimbursement no later than 7 days after the day we receive the product(s) back from you.

Products exlcuded from this policy are

  • Health & beauty

    We are unfortunately unable to offer an exchange or refund on the following products unless they are misdescribed or are faulty; this is for reasons of health and hygiene, and for your protection.

    • Cosmetics/fragrances, once the original packaging has been opened
    • This includes unsealed medical supplies, pierced earrings and all cosmetics

    A product that is unopened (the outer packaging, plastic cellophane, and internal product untouched) can be returned in line with our Returns Policy.

    Products sent back to us opened will not be accepted (unless misdescribed or faulty), will be disposed of, and will not be refunded. Alternatively, you may request the item to be returned to you, for which we will charge our standard delivery cost of £4.99.

    If returning via post, we recommend the item is well packed, and sent using a trackable service.

  • Personalised Products
  • Goods personalised for you, or made to your specification
  • Sealed audio/video recordings or sealed software if unsealed by you after delivery; (includes writable media, USB / SD Cards and Hard Drives)
  • Goods which expire, or deteriorate quickly e.g. Fresh Foods.
  • Underwear & swimwear

Your statutory Rights are not affected by the above policy


We take every reasonable care to ensure that your order is delivered safely, on time, and in full.

In the unlikely event that your product is delivered damaged, we must be notified within 24 hours of receipt, either by telephone, or email. Please see our Contact Page for more information. We can then arrange for your product to be returned (either by yourself or by us or an agent of ours), and a refund of your purchase cost, including initial postage price and return postage costs (up to the value of £10.00) to your original payment method. We will make the reimbursement no later than 7 days after the day we receive back from you any goods supplied.

Please note – we reserve the right to deduct from your refund the basic cost to us for collecting an item that was claimed as ‘damaged’, but discovered not to be when tested upon receipt of the item. This may be deducted from your refund value, or if returning yourself, postage may not be refunded.

We will require images / Video of items that are delivered damaged / short to facilitate any claim, to ensure your query is dealt with promptly.


All of our product are sold new, if you discover your product to be faulty within the first 30 days of purchase, please notify us via email or by phone and we will be able to arrange the return of your parcel, for a full refund of your purchase cost, including initial postage price, to your original payment method. If you send the product back to us, we will also cover the cost of your return postage to the value of £10.00, once the fault has been verified, and will always be within 7 days of your return reaching our Returns Centre. If you are returning products yourself, we advise a tracked service to ensure a safe return. Please note we cannot be held responsible for products lost in transit. Items which develop a fault between 30 days and 1 calendar year from purchase may be repaired, replaced or refunded by us, or the Manufacturer under the Guarantee – please contact us using the contact form if you wish to speak to us about a faulty item.

We will require images / Video of items that are delivered damaged / short to facilitate any claim, to ensure your query is dealt with promptly.

Please note – we reserve the right to deduct the basic cost to us for collecting an item that was claimed as ‘Faulty’, but discovered not to be upon testing the returned item. Please ensure a fault exists before contacting us to request a collection or return. This may be deducted from your refund value, or if returning yourself, postage may not be refunded.


We use DHL Parcel UK courier service for delivery of all of our parcels, for which we provide a dedicated tracking service for the vast majority of our deliveries. In the unlikely event that your parcel is lost in transit, and once your agreed delivery date has elapsed, we must be notified either by phone, or by email within 24 hours of your estimated delivery date. We will then track the parcel for you with our carrier service, and will contact you regarding the status of the parcel. Should the parcel be lost in transit and un-retrievable, your order will be refunded in full, including your purchase cost, and initial postage price to your original payment method or replaced after consultation with you. Our policy is to extensively track all parcels notified as lost to us, this can take up to 5 Working days in the event of any claim.


With regards to all deliveries we, or our delivery partners, may make; please note that all deliveries will be dispatched within 30 days of your order date, (unless we contact you and agree otherwise) as per the Consumer Contracts Regulations 2013, but we endeavour to dispatch all orders within 72 hours or your order being placed with us, and delivered within 7 Days of placing your order. We usually deliver much quicker than this – please contact us prior to purchase with any delivery queries/requests you may have.

Should your order be returned to us by the carrier, after 3 attempted deliveries, we may charge an additional delivery charge of £4.99 should the carrier not be at fault. We will contact you should this happen to see how you would like to proceed.


Our carrier will, for orders pre-requested, leave your delivery in a ‘safe place’ or with a neighbour as nominated by yourself should you choose.

All requests for an alternate delivery place or location after placing your order, must be made using the courier’s online tracking facility by selecting the "Rearrange My Delivery" option. Please note if your parcel is left at your request, without a signature in a safe place, you forfeit your right to make any claim with ourselves or the courier in the event of loss or damage.


For orders placed for delivery to the following postcodes, we reserve the right to employ another delivery service; this may result in delivery times to be extended. If you wish to be notified as to which delivery service will be used, please contact us before ordering.

AB31-AB38, AB40-AB56, BT (NORTHERN IRELAND), CHANNEL ISLANDS, HS, IV1-IV28, IV30-IV32, IV36, IV40-IV49, IV51-IV56, IV63, IM (ISLE OF MAN), KA27-KA28, KW1-KW17, PA20-PA38, PA41-PA49, PA60-PA78, PH4-PH44, PH49-PH50.

Please note we also reserve the right to cancel any order should it be un-deliverable for us – you will be notified within 72 hours order receipt should this be the case, and any monies refunded to your original payment method if applicable.


For orders placed online, our customers may also return the consignment to any Roys retail store. However, to obtain a refund, your invoice (emailed to you at purchase) must be provided, as this is your proof of purchase, along with the Credit or Debit card used to complete the online purchase. If you are not the Cardholder, the Cardholder must be present with you to complete the return in-store. We may ask to see proof of identification to facilitate this (this could mean a passport, UK drivers Licence etc.).

This does not affect your Statutory Rights. Please retain your invoice as this acts as your Guarantee and Proof of Purchase

 

 

Contact

For all queries, if you would like to speak to a member of our Customer Service team, there are several methods of getting in contact:

  • email us at enquiries@roys.co.uk with a direct message.
  • telephone us on 0800 6681155 to speak to a member of our team.
  • use our contact form to send us a message without leaving the website.
  • Please note that our offices are only manned during normal office hours (Monday to Friday, 9.00am to 5.00pm). All queries made outside of this time with be answered as soon as possible on the next working day.

     

    Thank you for placing your order with Roys (Wroxham) Ltd, we value your custom.

What our customers say about us