Returns Policy

Cancellations, Returns & Refunds 

  • Should you wish to cancel or amend your order you should notify us in writing at any time from placing the order up to the expiry of 7 working days starting the day after the goods are delivered. Customers ordering in person via the showrooms will not have the automatic right to return the goods for refund.
  • You must notify us within 7 days of receipt that you wish to return the goods for refund. This only applies to those customers ordering by telephone or over the internet. Customers ordering in person via the showrooms will not have the automatic right to return the goods for refund.
  • Return or collection fees where applicable are calculated in the same way as re-delivery fees and are detailed below.
  • Items must, where possible, be returned in their original packaging where the original packaging has not been used RG Cole reserve the right to charge for the packaging materials and the time involved in repackaging the goods. Part of our service may be where paid for or by prior arrangement to take away any packaging materials. In addition our drivers may remove the packaging on the back of the lorry to make the delivery easier. If you think you might return any item please be sure to ask for all the packaging
  • The item/s must be unused and you must take reasonable care of the goods whilst in your possession
  • You must ensure the items are wrapped in the original packaging and ready for collection prior to the vehicle arriving if RG Cole have made arrangements to collect the goods. In the case where the packaging materials are no longer available the items must be packaged sufficiently for transport. If the driver or carrier feels that the goods are not packaged correctly the driver or carrier has the discretion to refuse to collect the items.
  • We will collect from the delivery address as stated in the original order and confirmed by us in the order confirmation. Should you wish to change the collection address on the order confirmation then you must notify us and obtained our agreement in writing to any change in collection address prior to any collection taking place.
  • When payments have been made by debit or credit cards under usual circumstances collections must be from the cardholders address for security reasons.
  • If you are not going to accept collection yourself then you must advise us in advance of the nominated adult that will sign for the collection and authorise the items return on your behalf. That nominated adult should have appropriate ID i.e. Driving Licence or Passport available on the day. We may request confirmation of identity at the point of delivery in order to prevent fraudulent activity.
  • For security reasons a signature is required upon collection and that person will have to sign confirming that there is no damage other than that already reported. If no one will be available to sign for your collection please supply an alternative address.
  • We will offer you an initial collection day and if this is not acceptable to you we will offer you a maximum of two reasonable alternatives.
  • Unfortunately during specific collection deadlines i.e. before Christmas or Easter it may be necessary for you accept the first collection date offered if we are to meet your requirements.
  • If you are unable to accept the two reasonable alternative delivery dates as stated above, we reserve the right to refuse collection.
  • You must ensure that on the day of collection the collection route is clear and free from obstructions. You should also consider vehicular access, lifts, staircases and room access.
  • Should windows or doors need to be removed to allow access it is your responsibility to arrange this at your own cost and at your own risk.
  • Your order will be collected from your door unless you have paid for or we have agreed prior arrangements your collection will be collected from your room of choice providing there is sufficient access.
  • For flats, the collection is from the ground floor main entrance only, and if prior arrangements have been made to the second floor only, providing there is suitable and safe access. If your flat is above the 2 floor this will be at the drivers discretion. The reason for this is because the access may not be suitable for the product you require us to collect and we may have to make arrangements for more than two people to collect the goods which may incur additional charges. Please contact us if you have any queries or concerns about this.
  • Most collections are carried out on our own vans, but in the case where we use carriers they are scheduled in advance, therefore to simplify things if you would like to change or cancel your collection date in both circumstances, once the collection is booked in, you must notify us 4 working days before collection.
  • If there is nobody home when we attempt collection you will have to pay a re-collection fee. This will be deducted from your refund.
  • We will only attempt collection twice, both incurring a collection fee. After this we will not try again and you will no longer be entitled to a refund.
  • Refunds will be processed after the items have been inspected and can take up to 30 days. If there are any damages not reported on delivery or are of a nature that one would reasonable assume should have been noticed on delivery then RG Cole reserve the right to deduct an amount equal to restoring those items into their original condition.
  • We would usually refund any money using the same card that was used originally for purchasing the goods. In the case of where the original payment was received in cash or by cheque a cheque will be sent to the original delivery address. Should you wish the cheque sent to another address we must have the request in writing.
  • Mattresses, pillows and sofa beds are non-returnable once used and any item specifically manufactured or altered in any way to meet your specifications are non-returnable. We do not accept any responsibility for damage to your property during delivery other than damage due to our negligence when our liability is limited to the repair of that damage with no element of betterment.
  • You will not be entitled to return goods you have bought either online or by telephone that you have previously seen at one of our shops.
  • You will not be entitled to return goods that are bespoke and handmade to your specification and this does include any upholstery that is not an off the shelf item. For avoidance of doubt unless clearly identified as stock items all of our product are bespoke and handmade to your specification and you will not have a right to cancel or return those goods once the goods are delivered unless they are faulty.  Please carefully consider your decision to purchase before doing so.
  • You will not be entitled to return any goods which cannot be disassembled once they have been assembled or partially assembled. i.e. some flat pack chairs, flat pack coffee tables etc.
  • We do not accept any responsibility for damage to your property during collection other than damage due to our negligence when our liability is limited to the repair of that damage with no element of betterment.

Distance Selling Regulations

  • If you have ordered under the Distance Selling Regulations, you have a statutory right to cancel your order up to 7 working days after delivery, and receive a full refund subject to the conditions above.
  • If you decide to cancel your order under Distance Selling Regulations you must return the items to us however if you would prefer for us to collect then we will deduct the collection charge from your refund.

Collection Costs

  • If the goods are collected on our lorry the collection costs will be calculated based upon the time it would take to collect the goods plus an appropriate mileage for wear and tear on the lorry and in the case of long distance deliveries if applicable any accommodation bills. The costs will be calculated from our warehouse to your delivery address. The rates are calculated at the rates below. 
  • In the case of a one man delivery requirement the rate will be £15.00p per hour or part hour plus VAT at the prevailing rate.
  • In the case of a two man delivery requirement the rate will be £ 25.00p per hour or part hour plus VAT at the prevailing rate.
  • The wear and tear allowance will be based upon 60p per mile plus VAT at the appropriate rate.
  • Any accommodation costs if necessary will be charged at cost.
  • For avoidance of doubt and fairness the charges will be calculated using Google maps plus an appropriate amount of time for the delivery or collection once the drivers arrive at your residence.
  • If the goods are collected by our carriers you will be charged exactly what the carrier has charged RG Cole for the collection.
  • These costs have been kept at a minimum and are designed to cover our running costs should a delivery have to be aborted

Damaged Items

  • You must note any packaging or product transport damage clearly on the either our drivers paperwork or terminal or in the case of carrier their paperwork or terminal. Do not sign it unchecked as we cannot accept liability for any damage reported to us at a later date.
  • You must call us or ask the driver to call us while the driver is still there so that the damage can be verified.
  • We will require photos (via email or post) showing the damage before we can determine the best course of action.
  • Damaged products will either be repaired, be replaced, or refunded at our discretion.
  • Damaged products that require repair will be either repaired by ourselves, by sending out a furniture restorer to your address or in certain cases where it is impractical for a local repair by returning the item to the manufacturers for repair.
  • If you are out when the furniture restorer calls we will rearrange another visit however there will be a charge for this.
  • Risk of damage to or loss of the products shall pass to you upon delivery.
  • Your statutory rights are not affected