Returns

No Quibble Returns Policy

In the unlikely event that the goods supplied are not what you expected, you must return them to us in an unused and unsoiled condition, complete with their original packaging, within 28 days of receipt. Please click here to download a RETURNS FORM. Please ensure the form is fully completed and enclosed with your returned items.

Unfortunately we are unable to exchange or refund items which have been personalised or amended to your specification (e.g. with embroidery, engraving, short sleeves), or have been ordered specially (e.g. bespoke clothing, non-catalogue equipment) unless they are faulty. Please be aware that items can only be returned for an exchange / refund if they are unused and in their original packaging. Clothing and shoes must have labels or tags included. If either the goods or the packaging are not in a re-saleable state, then we may decline your exchange / refund request.

Easy Returns with Collect+

For items under 10kg, you can purchase a Collect+ label and print it online, then just drop your package off at a local shop.

1) Pack your item securely including our returns form
2) Buy and print a returns label from Collect+ to the following address:

FAO Returns
Russums
Edward House
Tenter Street
Rotherham
S60 1LB

3) Drop your item off at a local shop

We advise you refer to Collect+ terms and conditions regarding types of articles they carry. They do not cover the cost of any damages or breakages to ceramics and glassware. Please note, once you have been directed to the Collect+ website and you choose to use this service we are not responsible for any breakages or damages that happen in transit.

Smaller Returns with Royal Mail

For smaller items it may be cheaper to return them to us using Royal Mail. As with all returns, we recommend that you use a recorded postal / guaranteed delivery service and obtain a ‘proof of postage’ receipt if using the Post Office, as we do not accept responsibility for goods lost in transit. Please return the item(s) along with a completed returns form to the following address:

FAO Returns
Russums
Edward House
Tenter Street
Rotherham
S60 1LB

Exchanges

Exchanges are normally processed within 7 days but can take up to 14 days in busy periods (all exchanges subject to stock availability). We will gladly post out your exchanged item for free (you will have to pay the difference if the goods you require are more expensive than your original order and we will refund you any difference if the goods you require are any cheaper than your original order), but we do ask that you return the unwanted item to us at your own expense. Any items are your responsibility until they have been received by ourselves. We will always send replacement goods to your original shipping address, unless notified otherwise.

Refunds

Refunds will be credited to your original method of payment unless you request a credit on your account. Please help us to deal with your return quickly by providing us with the requested information. Refunds are normally processed within 7 days but can take up to 14 days in busy periods. It is your responsibility to return the original item to us (as we do not offer free returns) and any item(s) remain your responsibility until they have been received by ourselves.

Faulty Goods

If goods appear to be faulty or damaged after receiving them, please contact us within 24 hours of receipt and we will arrange to correct any issue.

Warranty is up to a period of a year. If the goods become faulty through defective material, or poor workmanship, but not normal wear and tear, they should be returned for our inspection immediately. If necessary the item may have to be returned to the manufacturer for testing. In the event of faulty goods needing to be returned, you must ensure that the goods are suitably packaged and that they are accompanied by our returns form along with a copy of proof of purchase. The cost of returning goods to be repaired or replaced under warranty is not covered by the warranty and must be met by yourself. We will of course send out any repaired / replaced goods free of any carriage charge.

Replacement goods carry a warranty period from the date of the original purchase. No warranty extension will be applied to replacement goods.

We cannot process any returns without an original order number. Failure to provide the requested information may cause delays in dealing with your return. This returns policy does not affect your statutory rights.

Cancellations

In accordance with the Consumer Contracts Regulations you have the right to cancel your order within 14 calendar days of receipt and return the goods to us unused. Please pack the goods securely and return to us to ensure that we receive them within 14 calendar days after their delivery.

Please note that you are responsible for the costs of returning the goods to us unless they were delivered in error or are damaged. As with all returns, we recommend that you use a recorded postal / guaranteed delivery service and obtain a ‘proof of postage’ receipt if using the Post Office, as we do not accept responsibility for goods lost in transit.

Once the delivery process has begun, you will not be able to cancel any contract relating to an additional service which has been completed (e.g. bespoke production, premium delivery).

International Customers

Please contact us regarding any orders outside of the United Kingdom.

Business and Credit Account Customers

Please contact our Returns department for authorisation before returning goods by calling 01709 372345 or by email at returns@russums.co.uk. Any goods returned which are not in the condition set out above will be rejected and returned to you at your cost.

Goods returned after 28 days, special order and non-catalogue items may be subject to a restocking fee if accepted back for return.

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