We hope you’re happy with the items you purchase. However, if for any reason you are not completely satisfied with your purchase, you are welcome to return your items within 28 calendar days. Please see below for more information on our returns and refunds policy.

1. Returns

1.1    All items must be returned within 28 calendar days from the purchase date.

 

1.2    Any delivery costs will not be refunded, and the buyer needs to pay the return postage costs.

 

1.3    The buyer should return the item back to Ranebrook Windows and is considered responsible for any damages that may occur during the return process.

2. Returns Process

2.1    To return an item, please email customer service at info@ranebrook.co.uk to coordinate the return.

 

2.2     After agreeing on the return, place the item securely in its package and include your proof of purchase and return form provided. Please send your return to the following address:

 

Ranebrook Windows Ltd
189 Manor Road
Erith
Kent
DA8 2AD

 

Please note, the customer is responsible for all return shipping charges. We strongly recommend that you use an insured and trustworthy delivery provider, or where possible, return the item to us in person.

3. Refunds

3.1    After we receive your item, our team of professionals will inspect it and process your refund. Allow at least 3-5 working days from our receipt of your item to process your return. The money will be refunded to the original payment method you used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

 

3.2    If the product is damaged in any way, you will not be eligible for a full refund, a partial refund will be issued instead. We will inform you about the amount that will be refunded to you. Below you can find a table showing refund deduction amounts and definitions.

Deductible amount and definitions

Excellent Condition:

  •       Item is in its original package, unused and in the same condition that you received it.

0% deduction

Good Condition:

  •     Item is missing its original package
  •     Item is not sealed

5% - 10% deduction

Fair Condition:

  •     The item has some signs of wear or use
  •     The original packaging is missing

15% - 30% deduction

Poor Condition:

  •     The item has some signs of wear or use
  •     Essential parts are missing
  •     The item is damaged
  •     The item is defective and requires service or repair

35% - 50% deduction

4. Exceptions

4.1    Products you return because of a defect will be refunded in full, including a refund of the delivery charges you originally paid, and the cost incurred by you in returning the item to us.

 

4.2    Items that have been sold as ex-display cannot be returned or exchanged.