Here at Ray Grahams we do our best to supply you with the highest quality goods at the best value for money to suit your exact specifications. We understand that from time to time you may have a need to return or exchange the goods you have purchased. We recommend that you keep all confirmation emails received from us and a copy of the invoice as proof of purchase.
Unwanted goods
If the goods you received do not meet your requirements or you have changed your mind you can return them to us for a full refund or exchange. Unwanted goods must be returned at the buyers own cost with reasonable care taken to ensure they return undamaged. Before returning any goods we require written confirmation (this can be an email) within 14 days of receipt, we will then notify you when we have cleared the cancellation. A phone call is not considered acceptable for cancellations and we will not accept any cancellations by phone call. Any free items or gifts included in the purchase must be returned with the goods in order to receive a refund. We must receive the goods unopened, unused, undamaged and in a resalable condition before a refund is processed, please note that refunds will be processed as soon as possible within 30 days of the cancellation.
Please fill in and attach a copy of our
returns form with the return of the goods.
Damaged goods
We recommend that you inspect all goods on receipt and (if possible) refuse delivery if there is any noticeable damage. We require written confirmation of damaged, lost or missing goods (this can be an email) as soon as possible but no longer than 48 hours of receipt. In your notification of correspondence we require images of the damages to further any damage enquiries.
If the goods have been damaged in transit you must report any damages within 48 hours of receiving the goods. This allows us to put a claim in with our courier for the damages.
Due to the nature of some products they may arrive with scuffs, scratches or imperfections from their manufacturer. If these do not affect the functionality of the product we will be unable to accept them as damaged goods, however, the goods may be returned at the customers own cost under the distance selling regulations and our terms and conditions.
Faulty goods
If a good that you have ordered develops a fault you have up to 30 days to notify us and return the item. All claims are required with written confirmation of the fault (this can be an email) as soon as possible. We would also recommend that you send any evidence with the email such as pictures of the fault.
Wrong items received
In the unlikely event that you have received the wrong items we require that you contact us straight away in order for us to resolve the issue.
Minimum Spend Gifts
If you received a free gift based on a minimum spend, and you return an item which takes you under this mimumum spend, the free item should also be returned. If not, we reserve the right to refund the price of the returned item minus the full RRP of the free gift. For example, if you spent £1,100 on your order of 3 items for DeWalt, where a £1,000 minimum spend on DeWalt gave you a free battery pack. If you then return an item from your invoice worth £101, you would also need to return the free battery pack.
Disputes
If you have a dispute with us, please contact us first and primarily attempt to resolve the issue informally via our in-house disputes process. If you are still unhappy at the end of our informal process you may wish to refer it. If your dispute concerns any product or service purchased online, you can log your case with the European Commissions Online Dispute Resolution Centre here:
https://ec.europa.eu/consumers/odr/main/index.cfm
Distance Selling Regulations
Under the Distance Selling Regulations you have a 14 day 'cooling off' period in which you have the right to cancel your order for any item purchased on this website for a full refund. This does not apply to goods that have been made to your specification.
To cancel, you can email or write to us (see Contact us for details) within 14 calendar days from receipt of the goods. You must take reasonable care of the item ensuring that they are returned in the original packaging and in a resalable condition.
If you have any confusion or queries on this matter, please contact us for further details.
Prices shown on our website are inclusive of VAT unless otherwise stated.
All orders placed on www.raygrahams.com are subject to our Terms & Conditions. Please make sure you have read and understand them before placing an order with us.
Explaination of the terms used
Working days - all days other than Saturdays, Sundays and public holidays.
Written confirmation - an email or letter explaining you want to return the items you received, with the reason and all your contact details.
Goods - any products received by the consumer from Ray Grahams