Delivery and Returns

ORDER ACKNOWLEDGEMENT

Once you have placed an order with RVW Pugh Ltd, you will receive a confirmation e-mail of that order. A contract is formed between RVW Pugh Ltd and you when we despatch the goods you have ordered. Until the goods are despatched the order may be cancelled.

All transactions are in GB pound sterling.

Orders taken from outside of the UK may be liable to customs and import duties, these are the responsibility of the customer and RVW Pugh Ltd cannot predict this type of charge.

Time
Due to the fact that not all goods are held in stock, we may need to order from the manufacturers when we receive an order. Due to this we advise to allow up to 10 working days for delivery. You will be notified by e-mail when your order has been despatched or to advise of any delays.

DELIVERY

Method of Delivery
We despatch by couriers or Royal Mail and on delivery a signature will be required. You may select an alternative delivery address at checkout (e.g. work or a friend) to ensure that someone will be there to sign for your delivery. Should you be out at time of delivery, a card should be left for you with notice that an attempt to deliver the goods was made and if you contact the courier you should be able to arrange a suitable date for this second attempt. If no contact is made, it is likely the second attempt will be the following working day. Please note that if you miss both attempts it is then your responsibility to collect the delivery from the courier.

Large items
Certain items for sale on our website fall into this category and incur an additional carriage charge. This is indicated on the product page and the cost will appear on the checkout page as a delivery surcharge.

Location
Delivery costs are calculated on delivery to mainland UK only. Deliveries to the Highlands and islands will incur an additional charge which you will be advised of on ordering. Unfortunately we cannot deliver outside of the UK.

RETURNS

If you return an item to us within 14 days in perfect condition and it's complete with the original packaging, we will be happy to refund you the original price. Please note that unfortunately the following cannot be returned unless faulty: DVDs and perishable items. This does not affect your statutory rights.

You must make your own arrangements to return goods to us and you will be responsible for the cost of return unless goods are faulty. We recommend that you obtain proof of postage as you are responsible for the returned goods until they arrive at our depot.

Faulty Products
We know from time to time faulty products occur. We wish to resolve the problem as quickly as possible for you. If you can take a digital photo of the faulty product and e-mail it to med@rvwpugh.co.uk, we may be able to resolve it without having to have the goods returned. We cannot guarantee that a solution can be reached this way and still may require the item to be returned.

All faulty items should be returned in a clean condition for health and safety reasons.

Gift cards/Vouchers cannot be exchanged for cash.

Exchanges
If you wish to exchange an item, you will need to contact us at 01588 620545 or by emailing med@rvwpugh.co.uk stating your original order number and letting us know that you wish to return the item and the reason for doing so. We will then instruct you on what steps to take.