Refund policy

RETURNS POLICY

We want you to be entirely happy with your purchase. If on receipt of your order you decide that you would like to return the item(s), you are welcome to do so. Please inform us within 14 days of this intention.

Also please note that refunds will only be issued on receipt of the item(s) in their original condition and in the original packaging. Unfortunately we will not refund delivery or return postage and packaging costs in this instance. 

We can arrange return of an item via our delivery partner but this will incur a charge to be deducted off the refund.

As per the consumer Protection (Distance selling) Regulations 2000, items should be received by RTfact Ltd within 14 days of the cancellation notification.

Faulty Goods

If your order is incorrect or arrives damaged please notify us within 48 hours of delivery. You will need to return your item(s) in their original packaging within 14 days of receipt. You will subsequently be given a full refund or replacement goods and your postage costs will be reimbursed. If, on inspection, RTfact do not deem the item(s) to be damaged or if you fail to return them within the required timescale or if they are not suitably packaged, no reimbursement for postage and packaging will be issued.

Items should be returned to;
Rtfact Ltd - Returns, Unit 12, Trade City, Avro Way, Brooklands Estate, Weybridge, Surrey, KT13 0YF

We recommend that you obtain proof of despatch and obtain insurance cover as we cannot accept responsibility for goods lost or damaged in transit.

Bespoke Items

When we make a bespoke item or an adjusted item from the version seen online, we will offer a consultation to ensure we both have full understanding of the arrangement brief.  A picture of the arrangement will be sent prior to despatch for the client to approve.

As this is a bespoke piece we are unable to offer refunds or exchanges, unless faulty or not as seen in the approved photograph. We are also unable to accept cancellations for these orders, unless we are notified in writing (or email) within 48 hours of the order being placed.