Refund policy
Return Window
We accept returns within 14 days of delivery, provided the item is unused, uninstalled, and returned in its original packaging. You will also need to provide your receipt or proof of purchase.
How to Request a Return
To initiate a return, please contact us by email at sales@rasonline.co.uk within 14 days of receiving your order. Include your order number and the reason for the return. We will provide you with return instructions. Items sent back without first requesting a return will not be accepted.
Non-Returnable Items
The following product categories are final sale and cannot be returned or cancelled:
- Bulkheads, Downlights & Floodlights
- Compact & Axial Fans
- Digital Controllers
- Emergency Lighting & Sensors
- Line Access & Tap Valves
- Liquid Line Filter Driers
- Multi-Fit Fan Motors
- Pressure Switches
- Solenoid Valves & Coils
- Thermostatic Expansion Valves (TXVs)
We also do not accept returns on hazardous materials, flammable liquids, or gases. Please contact us if you have questions about a specific item.
Return Shipping
Customers are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in transit. Returns should be sent to: 170 Pinner Road, Harrow, HA1 4JP.
Exchanges
The fastest way to exchange an item is to return it and, once the return is accepted, place a new order for the replacement item.
Damages & Issues
Please inspect your order upon receipt and contact us immediately at sales@rasonline.co.uk if the item is defective, damaged, or incorrect, so we can resolve the issue promptly.
Order Cancellations
Orders may be cancelled at any time before fulfilment. Once an order has been fulfilled and dispatched, our standard return policy applies. To request a cancellation, contact us as soon as possible at sales@rasonline.co.uk.
Refunds
Once we receive and inspect the returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your return was approved, please contact us at sales@rasonline.co.uk.
Restocking Fee
We do not charge a restocking fee.
Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.