How to Return
1. Complete the returns form to request a returns number.
2. Our customer service team will be in touch to provide a returns number, which must be clearly written on ALL packages being returned.
3. Our courier service, DX, will contact you to arrange collection.
4. Returns sent without a valid returns number will not be processed.
Reason(s) For Return
- Changed your mind.
- Customer order error.
- Item arrived damaged.
- Incorrect item delivered.
- Parts missing.
- Other.
You may return any items ordered from us for a refund within 30 days of receiving your goods. To initiate a return, you must notify us within this period.
Our customer service team will then review your return request, the collection of your goods may be charged (£30 +VAT) unless the item is damaged/faulty.
Returns Information
Please note that returned goods will not be accepted without an appropriate returns number.It is vital that you obtain a proof of postage certificate when returning goods as we cannot be held responsible for items lost in transit to us.Items must be in their original packaging – they may be opened but must not be fitted.All returns must be securely sealed.In the unlikely event you receive an incorrect item or a product that is damaged or faulty, we will send a replacement once proof of the issue has been provided.
Timely Delivery
- At Rhino, we understand that timely, accurate delivery is a crucial part of your online shopping experience and an important part of how we’re measured as a service provider, which is why we use our trusted courier, DX.
- If you would like your order to be signed for, please specify this on the delivery instructions with the courier. Otherwise, we will deliver to a safe place.
- While rare, occasional delays can happen due to circumstances beyond anyone’s control. We’re committed to getting your order to you on time and we know you are too.
Damaged Items
At Rhino Products, we continuously look for ways to improve our delivery services via our logistics partner DX – from reviewing our processes to investing in high-quality packaging for all our products. In order to help us react quickly to the unlikely event of damage occurring during delivery, we ask that you follow the steps below. Please pass the following information to your goods-in teams or anyone responsible for signing for deliveries.
Please inspect all packages on arrival, before you sign.If you see any small signs of tear and wear/ damage, instead of signing your name, please sign using the word DAMAGED.Instruct the DX driver to mark the item as damaged on their Proof of Delivery system.Inform the rhino team about the damaged item as soon as you can.Try to ensure any photos the driver takes are of the damaged area of the box. Please take your own photos too.
What if my order doesn’t arrive within the given time frame?
- If your delivery is delayed, contact our customer service team and we’ll do everything we can to get your order to you as quickly as possible.
- If you live in a remote area, consider providing an alternative delivery address if possible. Couriers may struggle to locate hard-to-find properties. While it’s not ideal, this small step can help avoid delays and ensure a smoother delivery experience.
Tracking your order
- Once your order is placed, you’ll receive an email with a tracking link from the courier, allowing you to follow your parcel’s journey.
- To help ensure a smooth delivery, please have someone available to receive and sign for the parcel. Alternatively, you may leave clear instructions for a safe place – but please note, we cannot be held responsible if the item is tampered with or goes missing after delivery.