Returns & Refunds Policy

Last updated: 5 November 2026

We sell to businesses only, so there is no right to return goods because you have changed your mind. We will put things right only where goods arrive damaged, short, wrong or faulty, and only if you report it in time. This policy forms part of our Terms of Trade.

1. Claim time limits

Problem	Report within	What you must send
Damaged in transit	48 hours of delivery	Order number, photos of the goods, outer packaging and delivery label
Short delivery (missing items)	48 hours of delivery	Order number, what is missing, photos of the delivery as received
Wrong item sent	48 hours of delivery	Order number, photos of the item and its barcode
Faulty goods	7 days of delivery	Order number, photos or video of the fault, batch or barcode details

Claims reported after these limits are not accepted. Email claims to support@rangewell.uk.

2. On delivery

1. Count and check the goods before signing for them. Where possible, note any visible damage or shortage on the courier’s delivery record.
2. If you sign for the goods as received in good condition, we may refuse a later claim for visible damage or shortage.
3. Keep all goods and packaging until your claim is settled.

3. How we deal with a valid claim

1. We review every claim and may ask for more evidence, or for the goods to be returned or inspected.
2. If we accept your claim, we will choose whether to replace the goods, send the missing items, issue a credit note to your account, or refund the price paid for the affected goods.
3. Our responsibility is limited to the price of the affected goods. We do not cover any other loss, such as lost sales or profit.

4. Returns

1. Do not return any goods without our written return authorisation and return number. Goods sent back without it will be refused or returned at your cost.
2. Where we ask for a return because of our error or a fault, we arrange and pay for collection.
3. Returned goods must be unused, in their original packaging and in resaleable condition, unless they are faulty.

5. Goodwill returns (not faulty)

We are not obliged to accept goods that are not damaged, short, wrong or faulty. If we agree in writing to take them back as a goodwill gesture:

1. The request must be made within 7 days of delivery.
2. Goods must be unopened, in full cases, in resaleable condition and returned at your cost.
3. A restocking fee of 30% of their value is deducted from any credit or refund.

6. Goods we never accept back

1. Opened, used or part cases (unless faulty).
2. Goods that have been stored incorrectly, damaged after delivery, or are past or near their best-before date because of your storage.
3. Clearance, end-of-line or specially ordered goods, unless faulty.

7. Refunds

1. Approved refunds are paid back to the bank account the payment came from, within 14 days of us approving the claim, or of receiving and inspecting returned goods.
2. Delivery charges are refunded only if the whole order was wrong or faulty because of our error.
3. We may set off any refund against amounts you owe us.