Refund policy

At RM Supply, we want you to be completely satisfied with your purchase. Please read our Returns and Refund Policy carefully. This policy complies with your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Your Right to Cancel (UK Customers Only)

If you are a consumer (not buying for business use), you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel:

  • You must notify us in writing (by email) within 14 calendar days of receiving the goods.

  • You then have another 14 days to return the goods to us.

Conditions for a valid return:

  • Items must be unused, unopened, and in their original packaging.

  • You are responsible for the cost and safe return of the goods.

  • We recommend using a tracked or signed-for service.

If these conditions are met, we will issue a full refund (including standard delivery costs) within 14 days of receiving the returned goods.

Exceptions to the Right to Cancel

The following items cannot be returned or refunded unless faulty:

  • Custom-made, made-to-order, or specially ordered items.

  • Goods that have been used, installed, or damaged after delivery.

  • Sealed items which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

Faulty or Damaged Goods

If you receive an item that is faulty, not as described, or damaged in transit:

  • Please notify us within 7 days of receipt.

  • We may ask for photos or return of the item for inspection.

  • Where a fault is confirmed, we will offer a replacement, repair, or full refund, including your return postage costs.

International Orders

For international customers:

  • We do not accept returns or offer refunds for shipments where the buyer refuses to pay import duties, taxes, or customs fees.

  • Returned items due to unpaid customs charges will not be refunded.

How to Start a Return

Please contact us at:
customerservice@rmsupply.co.uk

Include the following details in your email:

  • Your order number

  • A description of the issue

  • Photos, if applicable (e.g. for damaged or faulty items)

Once we receive your request:

  1. We'll respond within 1–2 working days with confirmation and further instructions.

  2. If the return is approved, we will provide you with:

    • A returns reference number

    • The return address

    • Any packaging or courier instructions, if relevant

  3. After we receive and inspect the returned item:

    • If eligible, we will issue your refund or replacement within 14 days

    • You’ll be notified by email when the process is complete

Please do not send any items back before receiving return authorisation from us.