Returns and Warranty Procedure

Warranty

We supply a wide range of products from many different manufacturers, and each have their own warranty procedures and processes.

Most products are required to be returned to us, and in some instances the manufacturer for inspection and diagnosis in the event of a warranty claim.

While we always try to be helpful to our customers – agreeing fair compromises wherever possible – We will always expect a call to help diagnose the issue when it is detected, as installers are not able to determine if the fault is caused by a product defect.

IMPORTANT

DO NOT remove the product(s) you have deemed to be faulty from site without speaking to us first.

ALWAYS get in contact for technical support as this will enable us to diagnose issues while in situ and confirm how the product interacts with any other items on site.

We CANNOT guarantee that we will be able to process warranty claims on products that are returned without discussing the issue with us first. Please get in touch.

 

In the rare event that you are unable to contact us for support and decide to remove the product then we will attempt to resolve it for you when it is returned. However, this process may require bench testing, product tear-downs etc and this is likely to take much longer than returns that have had initial troubleshooting first.

If you require replacement goods in advance of the Warranty process being concluded, they will have to be PURCHASED up front and we will credit the items on confirmation that the original product returned is faulty.

If you decide to purchase goods in advance of a warranty decision, and the original products returned are found to either be non-faulty or damaged due to factors outside of a product defect NO CREDIT will be given.

If goods returned are deemed to be faulty you should expect either a full credit for the value of those goods, a repair or a replacement item to be issued depending on the context.

Rocburn Ltd accepts no liability for other associated costs incurred as a result of a faulty item (such as re-installation costs, site handover delays etc).

We always encourage our customers to contact us before installation and during installation to avoid any problems, as many of our products are niche items installers will not have prior experience in.

Return / Refund / Cancellation Policy

Damaged Goods

On receipt of your order please check goods for any damage or sign for the goods ‘unchecked’ to enable us to process a claim with our carrier

If you have received goods damage, please notify us within 3 days of receipt of your order

Short Deliveries

On receipt of your order please check for any shortages and notify us within 5 days. Claims outside this period cannot be accepted

Incorrect Goods

Should you receive incorrect goods on your order please notify us within 5 days and we will arrange to collect and re-delivery the correct goods to you or offer a full refund

Cancellation

Should you wish to cancel your order prior to dispatch please notify us by telephone as soon as possible

If goods have already left us, please return the goods to us on receipt and we will give you a refund excluding carriage costs incurred by ourselves

Returns – Standard Stock Items

Should you wish to return goods with are standard stock items with no reason please ensure you

  • Notify us of the intention to return a product within 5 days
  • Returned the goods to us within 30 days of notification at your cost
  • Please ensure the goods are in their original condition, they have not been used and are in their original packaging
  • Should damage occur while the goods are in your care we cannot issue a refund
  • Goods are deemed to be in your care until they arrive back at our premises
  • Goods returned will be subject to a 25% restocking charge

Returns – Special Stock Items

Should we source special stock items for you we may not be able to accept the return of the stock if the goods are as requested by yourselves and not incorrectly supplied by ourselves

To discuss the terms of a special stock refund please contact us on [email protected] as the item may be subject to a re-stocking charge which will vary depending on the product supplied

Returns Address

Rocburn Returns
Unit 5, Sutton Park
Sutton Road
Southend on Sea
Essex, SS2 5NX

Tel: 01702 826 267
Fax: 0845 519 0570

E-mail [email protected]

Want to know more?

If you want help choosing the right product or solution, our technical sales staff are here to help.

Why not call us today on 01702 826 267 or click below to submit an enquiry.