We do not want you to be unhappy with your product, so we are here to make returning products nice and easy for you.
Cancelling your order
You can cancel your online order at any time from the moment you placed it, and up to 14 days from the day you receive it.
All we ask is that you notify us of your wish to cancel within the 14 days by emailing us at firstname.lastname@example.org and returning the appliance(s) to us.
So long as the product has not been installed, used and is returned with its original packaging, we will give you a full refund including the original delivery costs.
If the product has been used, you can still get up to 50% of the item cost refunded. Upon receipt of the product, we will inspect it and, depending on its condition, level of use, and any missing components/documentation, will issue an appropriate refund accounting for any costs incurred to reinstate the machine to a saleable condition.
Returning the appliance to RSM yourself
If you are looking to return an appliance to RSM yourself, you can arrange to do so by sending the appliance to our Knaphill Store.
We would strongly recommend you apply adequate damage liability cover and obtain proof of postage/delivery for the returned product. When using your own means of transport to return products, RSM are unable to take responsibility for any loss or goods-in-transit damage that may be incurred.
Arranging for RSM to collect your appliance
RSM can collect the appliance you are looking to return from the same address we delivered it to. For this service, we only charge the cost price of the transportation, which is determined by the size and weight of the product being returned. Please note that, in the case of returning goods agreed as faulty, there will be no return carriage costs charged. If you are looking to exchange the appliance, we may be able to reduce/remove this cost. In any case, please do get in touch to discuss!
Processing your refund request
We will refund you within 14 days of the goods being returned to us or from the date we agreed to collect from you.
If there is a problem with the goods
Unfortunately, from time-to-time, goods can be faulty. If something you buy from us develops a fault within 30 days of receipt, we would be very happy to quickly arrange a free repair, replacement or refund.
It is worth noting that, sometimes, it takes a little time to get used to a new machine and, occasionally, a product may not have been correctly installed. We would always recommend allowing for an engineer visit to quickly identify and, most likely, fix whatever may be wrong to save you further disruption.
Should a service engineer fail to remedy any fault quickly and easily, a replacement product could be an option for you. Alternatively, a full refund without any collection costs would be the choice if you just wanted to reject the product.
Please note, this advice does not affect your statutory rights under the Consumer Rights Act, 2015, to which we abide at all times. If you wish to exercise your legal rights to reject goods which do not conform to the Act, you must either return them in person, deliver them back to us, or allow us to collect them from you. In these instances, RSM will pay the cost of postage or collection and a full refund will be issued within 14 days.