Returns
Sometimes you’ll need to return items to us. We won’t get Ratty. Rather we want this to this to be as simple as possible.
Our ‘No Fuss Raturns’ policy means that if you're not 100% happy with any item we send to you, we'll happily exchange or refund it for you.
When you receive your item you have up to 14 days to change your mind and send it back to us.
We'll exchange or refund all items which:
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Are returned to us within 14 days of receipt.
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Are returned to us in perfect condition, with their original packaging and with the labels attached.
Your statutory rights are not affected.
How to Return
Returns Department
Rat Race Store
Unit 4
Stirling Park
Clifton Moor
York
YO30 4WU
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Please enclose your invoice and note on the invoice to let us know what action you would like us to take, eg. exchange or refund. This will help us to ensure we process your return quickly and efficiently.
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You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.
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If you have any enquiries about returning your item(s), please feel free to contact us.
Exchanges
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When returning your item, remember to include the code and size of your replacements.
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We'll despatch your replacements postage free to UK addresses.
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We'll turn around your exchange as quickly as we can and subject to stock availability, aim to despatch your replacements within two working days of receiving your return.
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Bear in mind that there may be slight delays during busy periods.
Refunds
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We'll refund your item via your original payment method.
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We try our best to process all refunds within 24 hours of receipt, however during busy periods allow 7 working days for your refund.
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When we've completed your refund, we'll send you an email to let you know.
Faulty Items
If you find a fault with your item, send it back to us and we'll take a look at it as soon as we can. If we find a manufacturing fault, we'll happily replace or refund it.
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Faulty items should be returned within a reasonable time and preferably in a clean and dry condition.
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Please enclose all your details and a covering note explaining the fault and any other useful details.
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We'll try to get back to you within two working days of receipt of your parcel, although during busy periods this may take slightly longer.
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Where a fault is found, we'll refund your reasonable return postage costs.
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Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer. This will take more time as they will need to inspect the item.
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Your statutory rights are not affected.
Who pays the postage on returned Items?
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If you return something due to it being unsuitable or not fitting correctly, you will need to pay the postage costs to return it to us.
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If you return something due to it being faulty we refund up to £15 carriage.
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We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
Our Contact details:
Rat Race Store Limited
Unit 4 Stirling Park
Amy Johnson Drive
Clifton Moor
York
YO30 4WU
Email: kit@ratrace.com
Telephone 1: +44(0)1904 409 401 (9.00am to 5.00pm Monday to Friday)
Telephone 2: +44(0)7966 698597 (Emergencies and out of hours)”
ratraceAdmin |
12/08/2011 16:32:23