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Returns Policy

 
General Policy

You can rely on Ryman

We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. We understand that occasionally we all make purchases that we aren’t 100% happy with, which is why we like to make life as easy as possible and offer a full refund when you return any unused items in a resalable condition and in their original packaging within 28 days.

Speedy returns: We endeavour to process your return within 72 hours of receipt. Depending on your bank/card issuer please be aware it can take between 3-5 days for the money to appear in your bank account, and for PayPal refunds within 1 to 3 working days.

We will refund our original delivery charge if a complete order is returned within the first 14 days after the invoice date. If the order is returned to us after 14 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge. For our full terms and conditions please visit ryman.co.uk

If any product you purchase is damaged or faulty upon receipt, we may offer an exchange or refund as appropriate, in accordance with your legal rights

If you believe a product is faulty, you should notify our Customer Service Department on 08000 288 445 (Monday to Friday 8:30am to 5pm - call charges may vary by network) or via email at businessqueries@ryman.co.uk and arrange for return / collection of the product as instructed. Our policy on faulty products does not affect your statutory rights.

Please note that for security reasons we cannot refund a different card to the one you made the original purchase with.

Please also note that for security reasons we can only send out replacement items to the address used in your original order.

If the damage to a faulty item is deemed to be malicious, no refund (Product, delivery charge, nor return postage) will be made.


Recalls - In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.

Please note that this policy does not apply to the following products:

  • Furniture products that are made to order. These are subject to a separate policy, please see below.
  • Perishable Goods such as food and drink.

For Technology Products Purchased ONLINE or by TELEPHONE in the last 30 Days

For all technology products purchased online in the last 30 days please call customer services on 08000 288 445 with your order number and delivery details and we will be happy to arrange a collection for refund or exchange. Your account will be credited once we have received and inspected the product at our warehouse. Please return the goods complete with all cables and their original packaging appropriately protected.

For Technology Products Purchased more than 30 Days ago

For all technology products purchased more than 30 days ago but still within the manufacturers 1 to 3 year guarantee period, your product may well be covered by the manufacturer’s warranty. We advise you to contact the manufacturers helpline number and they will be able to offer you assistance. In the majority of cases they will be able to resolve the issues or arrange for a repair and let you know how long the repair will take.This does not affect your statutory rights.

Should you wish Ryman to arrange the repair on your behalf within the warranty period, please do not hesitate to call the Ryman helpline number listed below or visit one of our stores. We shall make the arrangements with the manufacturer and facilitate the repair process on your behalf. Please note that we may ask to inspect the goods to confirm the fault or ask you to carry out a telephone diagnostic to make sure it is not a problem that can be resolved quickly.

Your refund or exchange will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition - undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.

* We will refund your original delivery charge when a product is returned and confirmed as faulty and when it is for a change of mind in the first 7 days after the invoice date. If the product is returned to us after 7 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge

 

How to make a complaint

In the event you have a complaint regarding a product or service purchased from Ryman Business, please contact us at businessqueries@ryman.co.uk  

In the unlikely event that our Customer Service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to The Retail Ombudsman, which is a certified Alternative Dispute Resolution provider. We will respond to any complaint referred to us by them.

The Retail Ombudsman, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP Email: The Retail Ombudsman – Web: The Retail Ombudsman Tel: 0203 137 8268

Alternatively, if your complaint is regarding goods or services purchased from Rymanbusiness.co.uk and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at www.ec.europa.eu/consumer/odr

Please note that following submission of your complaint on the EU platform, you will be directed to The Retail Ombudsman. You may therefore refer your complaint directly to them.

Before delivery - change or cancel an order

If you wish to change or cancel an order before it has been shipped, please contact our customer services team on 08000 288 445. Please have your order number to hand.

If your order has already been shipped, please see our Returns, Refunds and Exchange information below.

Furniture Orders

For furniture products that are made to order, you have the right to cancel the order within 8 days of placing it by notifying us in writing. After that time, unfortunately we cannot offer a refund if you change your mind.

If the goods arrive with any damage then you must contact our customer services team on 08000 288 445 within 24 hours and they will arrange a replacement or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order and costs will apply.

If the product subsequently develops a fault within the warranty time frame, please contact the customer services team on 08000 288 445 who will liaise with the third party supplier to resolve the issue. If the problem/fault is down to manufacturing, the parts will be replaced. If the problem/fault is found to be due to improper use of the product, a charge will apply.

 

Returning goods - how do I return my order?

Returns can be made by collection

  • Collection - if you want us to arrange your return to be collected, please contact us on 08000 288 445. Please be advised a handling charge may apply.

For specific returns details on Furniture, please refer to Furniture orders.

Personalised Products - unfortunately, we can’t accept returns of personalised products or gifts unless the products are faulty. If you make a mistake with your personalised order please contact us as soon as possible after placing the order and we’ll try our very best to amend it, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production. (Please note we will not print profanities). If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes..

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete or damaged, please contact us to report any issue within 48 hours. You can call our Customer Services team on 08000 288 445 Monday – Friday between 8:30am and 5pm or you can email us if it is more convenient at businessqueries@ryman.co.uk Please quote your order number to help us find your order more quickly.

If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please call our Customer Services team on 08000 288 445 Monday – Friday between 8:30am and 5pm or you can email us if it is more convenient at businessqueries@ryman.co.uk Please quote your order number to help us find your order more quickly.

If your order arrives and the goods are damaged, please follow our Returns & Refunds Policy or call us on 08000 288 445.

If your order has been shipped to you by one of our third party suppliers, faulty returns may need to be reported within 24 hours of delivery. This will be clearly stated on the delivery note or documents enclosed information.

Tablet Returns

To make our returns policy as clear as possible we have summarised what to do if you wish to return a tablet:


    • Returning a tablet purchased Online – with no faults. For tablets purchase online you may return the tablet to any Ryman Store within 14 days of purchase whether the box has been opened or not. A refund or exchange should be provided as long as the tablet, accessories and packaging are in a good (resalable) condition.
    • Returning a faulty tablet purchased Online Where possible contact the manufacturer in the first instance as often many issues can be resolved over the phone. Return the tablet, with all original packaging and accessories, to Store along with proof of purchase the you will be entitled to an exchange or refund.
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