Refund policy

Returns, Change of Mind, Inspection and Return Shipping Policy

This policy applies to returns, exchanges, change-of-mind returns, refused deliveries, failed deliveries, damaged goods, faulty goods, and items returned to us for inspection.

This policy does not affect your statutory rights.

1. Change-of-Mind Returns

If you wish to return an item because you have changed your mind, ordered the wrong item, no longer need the item, or wish to exchange it for a different size or model, you must contact us within the applicable return period.

Change-of-mind returns must be approved by us before the item is sent back. Items returned without prior approval may be refused or delayed.

For change-of-mind returns, the item must be returned in a clean, unused, uninstalled, undamaged, complete, and resaleable condition, including all original parts, accessories, manuals, fittings, packaging, and protective materials where applicable.

We cannot accept change-of-mind returns for items that have been installed, used, altered, damaged, marked, scratched, contaminated with grease/oil/food residue, or returned incomplete.

Where a change-of-mind return is accepted, the customer is responsible for arranging and paying for the return shipping unless we agree otherwise in writing.

2. Installed or Used Goods

Once an appliance has been installed, used, altered, connected, modified, or fitted into a property, it may no longer be eligible for a change-of-mind return, exchange, or refund.

This is especially important for kitchen appliances, extractor hoods, glass products, electrical appliances, and items that may be affected by installation, handling, grease, dust, drilling, fitting, wiring, or other site conditions.

If an installed or used item is alleged to be faulty, we may require photos, videos, installation details, serial numbers, proof of installation condition, and further inspection before deciding the appropriate next step.

3. Damaged Packaging or Damage on Arrival

Customers must inspect the goods and packaging as soon as reasonably possible after delivery.

If the outer packaging is visibly damaged, torn, crushed, wet, punctured, or otherwise affected on arrival, the customer should take clear photos and videos before opening the package where possible.

Any visible delivery damage, packaging damage, missing item, or suspected transit issue should be reported to us as soon as possible, preferably within 24 hours of receiving the delivery. This allows us to contact the delivery partner within their claim time limits and investigate the issue properly.

Customers should keep all original packaging, pallets, labels, wrapping, straps, and protective materials until the issue has been reviewed. Disposing of the packaging may make it difficult or impossible to verify the cause of damage or submit a carrier claim.

If damage is not reported promptly, and the delivery partner’s claim window has passed, we may no longer be able to raise a claim with the delivery company.

4. Condition Checked Before Dispatch

All appliances are checked when they arrive at our UK warehouse before being dispatched to customers.

For large or fragile appliances, we use appropriate delivery methods, including palletised delivery services where applicable. Palletised delivery helps reduce the risk of fall, throwing, crushing, or impact damage, as the goods are secured and handled under pallet delivery procedures.

Where a customer later claims that an item arrived damaged, we may request evidence including delivery photos, packaging photos, pallet photos, courier notes, tracking information, and photos/videos taken at the time of delivery or unpacking.

5. Customer Responsibility for Return Shipping

Unless we arrange the return collection ourselves or agree otherwise in writing, the customer is responsible for arranging and paying for return shipping.

The customer is responsible for the item until it has been safely received and checked by us.

This means the customer is responsible for choosing a suitable carrier, using adequate insurance, packing the item properly, and ensuring the returned goods arrive safely and in a condition that allows us to inspect, resell, refurbish, repair, or process the item.

For large, heavy, fragile, glass, or high-value appliances, customers should not assume that standard parcel delivery is suitable. A palletised, insured, and trackable service may be required.

If the customer chooses their own courier or booking provider, any loss, breakage, glass damage, panel damage, impact damage, mishandling, or delivery failure during the return shipment is the responsibility of the customer and/or their chosen delivery provider. In such cases, the customer should claim directly from their courier, delivery company, or booking provider.

6. Packaging Requirements for Returns

Returned items must be packed safely and securely.

Customers must ensure that the item is:

  • Clean, hygienic, and safe to handle;

  • Free from grease, oil, food residue, dust, installation debris, insects, mould, liquid, or other contamination;

  • Properly protected against impact, movement, pressure, vibration, scratches, dents, bending, glass breakage, and crushing;

  • Packed using suitable protective materials for the item’s size, weight, value, and fragility;

  • Returned with all original parts, accessories, filters, fittings, screws, manuals, brackets, panels, packaging, and protective materials where applicable;

  • Clearly labelled with the correct return details and tracking information.

If an item is returned dirty, greasy, contaminated, unsafe, poorly packed, damaged, incomplete, or not suitable for inspection, we may refuse the return, withhold the refund, apply a deduction, or charge reasonable cleaning, handling, repair, replacement, or disposal costs, subject to applicable consumer law.

7. Customer Evidence Before Return

To protect both the customer and us, we strongly recommend that customers take clear photos and videos before sending any return.

This should include:

  • The condition of the item before packaging;

  • The item from all sides, including glass, panels, corners, accessories, and serial number;

  • The inside of the package;

  • The protective packaging materials used;

  • The item being placed into the box or onto the pallet;

  • The final sealed package from all sides;

  • The shipping label and tracking reference.

This evidence is important because damage can occur during shipment even where neither the customer nor our company is directly at fault.

We are not trying to shift responsibility unfairly. Clear evidence helps establish whether an item was damaged before return, during return shipment, or after arrival, and it helps support any claim with the delivery company.

8. Our Inspection Process

When a returned item arrives, we may record photos and/or videos of the parcel, packaging, unpacking process, and product inspection.

This is done to create a clear record of the condition in which the item was received and to protect both parties in the event of a dispute, carrier claim, missing item, damage issue, or refund assessment.

The return will only be processed after the item has been received, unpacked, checked, and inspected.

9. Damaged Items Returned to Us

If a returned item arrives damaged, broken, shattered, scratched, dented, incomplete, dirty, contaminated, or otherwise not in an acceptable condition, we may be unable to accept the return or issue a full refund.

Where the damage appears to have occurred during the customer’s return shipment, the customer will need to contact their chosen courier, delivery company, or booking provider to raise a damage claim.

We will assist where reasonably possible by providing evidence of the condition of the item when it arrived back with us, such as inspection photos or videos.

If the returned item is no longer suitable for resale, refurbishment, repair, inspection, or safe handling due to damage or contamination, we reserve the right to refuse the refund, withhold the refund, or make an appropriate deduction, subject to applicable consumer law.

10. Faulty Goods

If you believe your item is faulty, please contact us as soon as possible with your order number, photos, videos, serial number, description of the issue, and any relevant installation or usage information.

Please do not continue using, installing, altering, repairing, or modifying the item after discovering a potential fault unless we have advised you to do so.

Depending on the issue, we may request further evidence, troubleshooting information, inspection, return of the item, repair assessment, replacement assessment, or supplier/manufacturer review.

If the item is confirmed to be faulty and your statutory rights apply, we will deal with the matter in accordance with applicable consumer law.

11. Incorrect, Incomplete, or Missing Items

If you believe you have received the wrong item, missing parts, or an incomplete delivery, you must contact us as soon as possible after delivery with photos of the packaging, item labels, serial numbers, product received, and all parts included.

Please do not install or use the item if you believe it is incorrect or incomplete. Installing or using an incorrect item may affect the available resolution.

12. Refused, Failed, or Missed Deliveries

If a delivery is refused, missed, undeliverable, or returned to us due to incorrect delivery information, failed access, customer unavailability, or failure to follow delivery instructions, additional delivery, return, storage, handling, or restocking charges may apply.

Large appliance deliveries may require suitable access, parking, attendance, and safe unloading arrangements. Customers are responsible for ensuring that delivery can be completed safely and reasonably.

13. Refund Processing

Refunds are not processed automatically when a return is sent. A refund will only be considered once the returned item has been received, unpacked, checked, and inspected.

If the item meets the return requirements, we will process the refund in accordance with our refund procedure and applicable law.

If the item does not meet the return requirements, we may refuse the return, withhold the refund, apply a deduction, or contact the customer to discuss the next steps.

14. Carrier Claims

Where return shipping is arranged by the customer, any claim for loss, damage, delay, mishandling, or breakage during the return shipment must be made by the customer directly against their chosen courier, delivery company, or booking provider.

Customers should use an insured and trackable delivery service and keep all receipts, tracking numbers, booking confirmations, packaging photos, and pre-shipment videos.

Where reasonable, we will assist by confirming the condition of the item when it arrived back with us.

15. Written Communication

For returns, damaged goods, refund disputes, and carrier claim matters, we prefer communication by email so that both parties have a clear written record and full history of the matter.

This helps avoid misunderstanding and ensures all evidence, photos, videos, tracking details, and decisions are recorded properly.

Email： info@robamuk.com
Tel： 0161 260 2200
Address：
ROBAM
22–26 Kay Street
Manchester
M11 2DU
United Kingdom