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Returns & Refund Policy

1. Return Authorisation & Timeframes

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  • Return Window: Customers must notify us of their intent to return an item within 21 days of the delivery date.

  • Authorisation Required: No returns will be accepted without a prior Return Merchandise Authorisation (RMA) issued by our support team. Please contact us at info@r4nk1n.co.uk to begin this process.

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2. Conditions for Return

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To be eligible for a refund, the following criteria must be met:

  • Original Condition: Goods must be unused, never installed, and in their original, undamaged packaging.

  • Documentation: All original manuals, accessories, and documentation must be included.

  • Commercial Use: As we supply commercial-grade equipment, returns are generally only accepted for "standard stock" items. Custom-ordered or modified units may not be eligible for return.

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3. Restocking Fees & Deductions

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Due to the specialized nature of commercial refrigeration, the logistics of inspecting and re-certifying equipment are extensive:

  • Restocking Fee: All authorized returns are subject to a restocking fee of up to 50% of the item cost. This covers the cost of original shipping, multi-point technical inspection, and administrative processing.

  • Condition Deductions: If items are returned with damaged packaging or missing components, R4nk1n reserves the right to increase the fee or reject the return.

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4. Return Shipping & Collections

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  • Customer-Arranged Returns: The customer is responsible for the cost and logistics of returning goods to our designated warehouse. We recommend using a tracked, insured service as we are not liable for items damaged during return transit.

  • Merchant-Arranged Collection: R4nk1n may, at its discretion, arrange for the collection of bulky or palletized items.

    • Cost: The direct transport cost for the collection will be deducted from your final refund.

    • Aborted Collections: If a collection fails due to site access issues or the item not being ready, the customer will be liable for the full cost of the aborted transport fee.

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5. Refund Process & Timelines

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  • Inspection Period: Once the return is received at our warehouse, please allow 3–5 business days for our technicians to complete a full inspection.

  • Refund Approval: We will notify you via email of the approval or rejection of your refund based on the item's condition.

  • Processing Time: Approved refunds are issued back to the original payment method:

    • Credit/Debit Cards: Typically appear in your account within 5–10 business days.

    • Bank Transfers: Usually completed within 3–5 business days.

  • Final Amount: Your refund will be the total purchase price minus the applicable restocking fee and any merchant-arranged transport costs.

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6. Damaged or Defective Goods

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If an item arrives damaged, you must sign the delivery note as "Damaged" and notify us within 24 hours. For manufacturer defects, please refer to our Warranty Terms.

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7. Contact Information

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For all enquiries regarding deliveries, order cancellations, or to request a return, please contact our support team:

  • Phone: 0330 043 1804

  • Email: info@r4nk1n.co.uk

  • Business Hours: Monday – Friday, 09:00 – 17:00

  • Head Office: Woodland Lodge, Dunston Business Village, Stafford, ST18 9FJ

  • Registered Office: 81 Peasehill Gait, Rosyth, Dunfermline, Fife, KY11 2BD

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