Deliveries & Returns

Deliveries & Returns

We always try our best to provide the perfect service, but if you do decide you need to return an item, for whatever reason, then the following information will help you do so with the minimum of fuss.

1) Contact Details

a) If you wish to contact us to request a return you can do so in a variety of ways:

(i) Via post: Rockliffe House, 115 Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NX

(ii) Via email:info@rockliffe-house.com

(iii) Via telephone: 0845 4567897 (please note all returns must be made in writing by email or post, but you can telephone for advice or to talk about your order)

b) Rockliffe House is a division of Richard Designs Limited, registered in England and Wales (no. 6179288) at 115 Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NX. VAT registration GB 907 5600 31.

2) Prices

a) Prices on this website are represented inclusive of VAT, this is because Rockliffe House is primarily a trade website, although we warmly welcome customers of all backgrounds!

b) You will be provided with a clear price at the checkout for p&p and VAT, there are no hidden charges and once you have paid at the checkout we will not ask for any supplementary payment for the goods ordered.

c) Prices are subject to change at any time, however, once you have confirmed your order, you can be confident that no further changes will take place.

d) Customers can pay by Debit or Credit Card (securely via Ingenico or PayPal), via BACS (on request) or by cheque. If you wish to pay by BACS or cheque then you will need to call or email us with your order.

e) Orders are not confirmed until funds have been cleared. Deliveries will not be dispatched until paid for in full.

3) Delivery

a) Delivery times can vary depending on the items you have ordered and whether they are stocked or non-stocked items.

b) Items which are stocked and in stock will be shipped within 2 days and delivery date will vary depending on the type of postage selected. We currently offer courier delivery (which provides insurance and signed-for security, as well as being next-day) for all orders over 35.00. Orders under this value can also choose Royal Mail delivery. No matter what value your order is, you are also very welcome to come down to our offices and collect your items for free. Please note we are open from 8am until 8pm Monday to Friday and 9am to 5pm on Saturdays. You will be asked for identification when collecting items.

c) You will not have to wait longer than 30 days for delivery, unless we have contacted you otherwise. You should get a delivery estimate with your order confirmation.

d) If the item you have ordered is unavailable, we will try our best to offer a substitute good. We will confirm this with you before shipping and you will be required to pay any additional monies due before shipping. Equally, we will return any overpayment before shipping.

4) Cancellation rights and returns

a) Any order may be cancelled without penalty from the moment the order is confirmed up to seven (7) daysafterthe customer hasreceivedthe order. It is the duty of the customer to take reasonable care of the product while it is in their possession so that it is fit for resale. No credit can be given for costs incurred returning items.

b) Cancellations or returns should be made in writing (via post or email) within the 7-day 'cooling-off' window, cancellations made over the telephone or after the 7-day 'cooling-off' window closes may not qualify for a full credit.

c) We hope we never make a mistake with your order but if we do, you can be sure that we will send our own courier to come and collect the incorrect items and we will replace with the correct items as soon as we can. Alternatively you can return the incorrect items for a full refund.

d) It is our duty to act fairly and equitably with customers cancelling or returning orders and we will always endeavour to not only follow the law, but also recommended best practice from the Office of Fair Trading and take a common sense approach to each individual order.