A Goods Returns Materials Authorisation (RMA) must be obtained from THT-co for each and every return so that we are able to process your return, otherwise we have no means of identifying the items being returned.
Before you return any item to us please follow our returns authorisation procedure by emailing shop@THT-co.com. We will provide you with a RMA and further information about where to post your returned item. Please note that a RMA is required before returning any order and we may refuse a return without a returns materials authorisation number.
Authorised product returns must be sent to:
Ross on Wye
Packing the item
It is YOUR responsibility to pack items securely and you must pay for the return costs.
Please return any products with the original manufacturer’s packaging, wrap up the return securely and place your invoice and the returns materials authorisation number in the package. Please place all returned goods with their original packaging and pack them securely enough that they are received by THT-co intact and with no loss or damage to the items. Apart from where you have received faulty items, you must comply with these returns requirements else your return may be rejected.
Items Damaged Upon Receipt
Please check your order within 1 working days of receipt of the items. If you find that the items are damaged in any way, please contact us by email within 7 working days starting the day after delivery to report the items as damaged on arrival and we will advise you of an RMA.
Returning Unwanted Items
If you wish to return unwanted goods for refund or exchange, they must be returned with their original packaging and undamaged. If you want to return an item, please contact us by email within 7 days starting the day after delivery of the items for a RMA. We will be happy to accept goods back providing they are in “as new” condition and it is within 10 days from the date you received your order. Items which require installation can not have been installed or modified in any way and must be returned in their original packaging complete with accessories.
It is your responsibility to arrange and pay for the goods to be returned to us. As a refund will only be given if the goods are received back in “as new” condition, we recommend that you use a delivery method with adequate insurance in case the goods are damaged in transit. We cannot be held responsible for any damages in transit to items on their way back to us and will be unable to issue a refund if this should happen.
All refunds are processed using the same method by which the original payment was made. Refunds are processed as quickly as possible, and as required under Distance Selling Regulations, we will refund monies in full within 30 days of cancellation of your order.
If you find your goods are faulty in any way then we will either replace them or refund your money.
Faulty products should be packaged with their original packaging if possible, or suitable alternative packaging, for them to arrive back with us in good condition.
We can only accept the return of opened items if they are faulty
Distance Selling Regulations 2000
You have the right to cancel an order under the Distance Selling Regulations 2000. This right ends on the expiry of 7 working days, after the day on which the consumer receives the goods. If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt. Goods must be returned in an unused state and must be complete with their original packaging.
Upon canceling an order please contact us by telephone or email to obtain a Returns Materials Authorisation When posting an order you should do so by obtaining proof of postage or sending goods by Special Delivery. You are liable for the cost of returning the goods to us. We will return your money within 30 days of your notice of cancellation. These rights apply to private consumer sales only, and are in addition to those which relate to faulty goods.
As required under Distance Selling Regulations, refunds will be applied within 30 days of cancellation of any order.
Any claims/return of goods shall be limited to, at our discretion, replacing the goods or refunding the price of the goods. Under no circumstances shall the liability of THT-co exceed the price of the goods.
Please note that we test all returned items
Please be aware that all returns are thoroughly tested. Any returned item which is not faulty will be returned to the customer at the customer’s cost.
Please check any item on another fitting carefully before returning them. Refunds are not provided for returned products which are in good working order.