Returns Policy – River House Interiors

At River House Interiors, we aim to provide our customers with high-quality products and excellent service. However, we understand that sometimes items may need to be returned. Our returns policy is as follows:

1. Returns Eligibility

We accept returns under the following conditions:

  • Damaged or Incorrect Items: If your item arrives damaged or if we have sent an incorrect product, you must report this within 3 working days of delivery using our online returns form.
  • Change of Mind (Distance Selling Regulations): You have 14 days from the delivery date to request a return if your customer changes their mind. Please note that return shipping costs and restocking fees apply.

All return claims must be submitted through our Online Returns Form, and all further correspondence must include the Return Reference number in the subject line.

2. Important Terms

  • Business to Business Sales: River House Interiors operates on a business-to-business basis, meaning the Consumer Rights Act 2015 does not apply. You, as the trade account holder, are responsible for compliance with consumer laws when selling to end customers.
  • Returns Must Be in Original Packaging: Products must be returned in their original packaging and in the same condition as received.
  • Processing Time: Refunds will be processed as a credit to your account within 14 business days once the item has been received and inspected.

3. Returns Process

A. Returns Due to Customer Change of Mind (Distance Selling)

  • You must notify us within 14 days of receiving the item.
  • A Restocking Fee of 50% of the original product price will apply.
  • Original handling and delivery charges are non-refundable.
  • If we arrange collection from your customer, an additional delivery charge will apply.

How to Submit a Return Request:

  1. Email us for a returns form.
  2. Provide the following details:
    • Account Number, Company Name, Your Name, and Email Address
    • Order Number
    • Product Code & Name
    • Reason for Return
  3. Our team will process your request within 2 working days and arrange for collection if required.

B. Returns Due to Defective or Incorrect Items

  • Claims must be submitted within 3 working days of delivery.
  • A picture of the defect or incorrect item must be included in your submission.
  • If we accept your claim, we will either:
    • Issue a discount,
    • Replace the goods, or
    • Repair the goods.

How to Submit a Claim:

  1. Email us to start a claim.
  2. Provide:
    • Account Number, Company Name, Your Name, and Email Address
    • Order Number
    • Product Code & Name
    • Reason for Return
    • A photo of the defect or incorrect item
  3. We will respond within 2 working days with further instructions.

4. Non-Deliveries & Failed Deliveries

  • If a delivery is unsuccessful or rejected, additional delivery charges will apply.
  • If an order is cancelled after a failed delivery, a 10% restocking fee will be deducted, and original handling/delivery charges will not be refunded.
  • If the order has been opened before rejecting the delivery, it may be treated as a customer return with the associated restocking fees.

5. Collection & Return Address

  • Returns must be collected from the original shipping address.
  • If the product has been moved to another address, the return claim will be void.
  • Customers must include the Return Confirmation Note provided by our team with their return.