We hope you will be 100% satisfied with your purchase from Robert May Shop Equipment.
Please contact our Customer Service Team on 0207 272 5225 who will advise you or email us at sales@robertmay.co.uk if you have any return queries.
You can also write to us at: Robert May Ltd, 103 Seven Sisters Road, London, N7 7QP
Our customer service opening hours are:
8:30am to 5:00pm Monday to Friday
Saturday, Sunday, Bank Holiday - CLOSED
Your legal rights: When you buy goods from us, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are not of satisfactory quality, not fit for purpose or misdescribed. We do not offer a refund under the following circumstances:
1. You (customer) knew an item was faulty when they bought it
2. You (customer) damaged an item by trying to repair it themselves or getting someone else to do it
3. You (customer) no longer want an item (for example because it’s the wrong size or colour)
Our policy: You must notify us within 14 days of your purchase of your intention to apply for a refund, exchange or apply for a credit note. You then have another 14 days from the day you notify us of your intention to apply for a refund/exchange/credit note to return the goods back to us. Goods arriving after 14 days may be subject to a handling fee of 15% of the goods value. We aim to refund you within 14 days of having received the returned goods.
A product exchange or credit note may be offered where applicable as good will gesture – above clause 3.
You must be able to prove your purchase via an original receipt/sales order/invoice/original packaging or a bank statement.
We only accept returns from the person who bought the item.
Shipping costs can only be refunded where we have sent the goods in error and the products are faulty or misdescribed. Cost of returning the goods must be paid by the customer.
Goods which are not in sellable condition with original packaging will not be eligible for a refund.
Some of our products are difficult to transport safely; others cannot be re-packed once opened or built, and a few are sent to you direct by our suppliers. Regretfully, in these instances, we are unable to accept returns under our 14 Day Returns Policy. These products include:
• Acrylics Products
• Fully Body or any Mannequins
• Mirrors
• Showcase & Counters
• Jewellery Products
You can apply for a refund/exchange providing you inform us of your intention to apply for a refund/exchange within 14 days of making a purchase online/mail or over the phone.
You have another 14 days to return the goods once you have informed us of your intention to apply for a refund/exchange or credit note. Goods arriving after 14 days may be subject to a handling fee of 15% on the goods value. We aim to refund you within 14 days of having received the returned item.
You must be able to prove your purchase via an original receipt/sales order/invoice/original packaging or a bank statement.
We only accept returns from the person who bought the item.
Shipping costs can only be refunded where we have sent the goods in error and the products are faulty or misdescribed. Cost of returning the goods must be paid by the customer.
Goods which are not in sellable condition with original packaging will not be eligible for a refund.
Online, Mail and Telesales - When you don't have the right to change your mind
You do not have a right to change your mind in respect of:
1. Any products that are made to your specifications or are clearly personalised;
2. Any products that are liable to deteriorate or expire rapidly;
3. Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
4. Any products which become mixed inseparably with other items after their delivery.
We recommend that you use a reputable courier when processing returns.
Please ensure your item(s) is sent using a tracked service, we cannot accept responsibility for the returned goods until a member of our staff has signed for receipt of the goods.
Please retain any proof of posting, receipt or tracking number for any item returned as we cannot accept responsibility until a member of our staff has signed for receipt of the goods.
You must include a proof of purchase such as a copy of our picking note or invoice so we know where the goods have come from when they arrive.
This policy is offered in addition to your legal rights
