RSN.UK Ltd Returns Policy

We hope you'll be pleased with your purchase of Riedel, Spiegelau or Nachtmann glassware and that it will give you many years of enjoyment, however, should you have a problem with your order, we aim to resolve the issue to your satisfaction, in line with our policy below;


Missing or Incomplete Orders 
If your order hasn't arrived, or arrives incomplete, first of all please view your order online to check the status. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team via the Contact Page (or alternatively you can call us on either 01782 646105 or 0844 800 1143 between 9am and 4.30pm, Monday to Friday).

If you've more than one item on your order, please bear in mind that products may be sent out as multiple consignments and so may arrive separately and at different times. However, if this is not the case and you haven't received the entire order as detailed in the order despatch confirmation email sent to you, please email or call us as above.

Damaged or Faulty Items
If your order arrives and the goods are damaged or faulty, please email us or call us on 0844 800 1143 between 9am and 4.30pm, Monday to Friday  please note that we are closed Bank Holidays and Weekends) and we will be happy to arrange for a refund or replacement. We may request that you send us an image of the goods, or we may request that you return the goods to us, in order to substantiate your claim, before we issue a refund or replacement. Please bear in mind that many Riedel items, especially decanters, are individually hand-made by craftsman and that small differences in size, shape, weight and / or appearence are a normal feature of artisan made products and do not normally constitute a fault. Equally, small bubbles can occur in handmade crystal items and are considered normal, so long as they are few, small and do not affect the surface of the crystal.
 
Returns Policy if You Change Your Mind 
When you buy online, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 14 working days of receiving it, we’ll refund you for both the purchase price and the original delivery charge (if applicable). 

Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.

If you should change your mind about your purchase, and wish to return it, you should contact us, within 14 days of receipt of the goods, either using the downloadable form, or via the Contact Page (or alternatively you can call us on either 01782 646105 or 0844 800 1143 between 9am and 4.30pm, Monday to Friday) for a returns authorisation please note that we are closed Bank Holidays and Weekends). Goods should then be returned to us, at your cost, within 14 days in the original, undamaged packaging and in a resalable condition. 

If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or to deduct a percentage of the original selling price from the refund amount. This does not affect your statutory rights.

Exceptions to our Returns Policy
Unless they are faulty, we are unable to offer a refund or exchange on personalised, bespoke or made to order goods. 

Refunds
Refunds can only be made to the original card of purchase, unless;

The original account no longer exists or if the the original account details have expired 
The order has been placed using a gift voucher or rewards points 
 
Refund of Delivery Charges Incurred in Returning the Goods to Us
We'll refund the purchaser any delivery charge paid when a product is faulty or damaged (or if the wrong item is shipped in error). If, however, you buy a product online and you change your mind about it, you are responsible for arranging the return of goods and for paying the delivery cost of the return. 

Note
None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations and other related points, please see our Terms & Conditions of Supply. 

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