At Rombouts we want you to be happy every time you shop with us. We endeavour to deal with your return quickly and efficiently. Any complaint will be dealt with fairly, effectively and confidentially. Your statutory rights as a consumer are unaffected. Please ensure you read the returns policy before contacting us.
Right to Cancel
You have the right to cancel your order within seven days from receipt of the goods. We will issue refunds and credit your debit/credit card when the cancelled goods arrive with us by return postage. Delivery charges cannot be refunded.
To return any items, email us at returns firstname.lastname@example.org by clicking here quoting your order number. The items should be returned by an agreed delivery method. Assume we will have a different method as we do not want to show the email address will be click here?
Cancellation: Items Not Required
We endeavour to provide as much information on our products as possible to allow customers to make an informed decision for purchases. If however, you need to return any product, you may do so at any time up to 14 days starting the day after you receive your delivery. We cannot cover return postage costs. Items should be returned to us by Recorded Delivery or equivalent service. You can obtain a proof of postage at any post office, this is free of charge.
Incorrectly Supplied Items
If you receive incorrectly supplied goods, we will offer prompt replacement, refund or alternative item to the same value. Contact us via email within 7 days, quoting the order number, and we will arrange for the uplift of incorrect goods and delivery of the correct goods.
Defective or Damaged Goods
All our parcels are carefully packed by hand and should arrive in perfect condition however if for some reason the package has become damaged during transit we will replace or refund your order.
Please see ‘To return a damaged item’ (below).
Please ensure you inspect any goods prior to signing for delivery. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners. Damaged or defective goods should be reported to us within 24 hours of receiving the delivery.
Return a damaged item
To arrange collection, please contact Rombouts GB Ltd on Telephone: 0845 604 0188 quoting your order number to allow us to find your details efficiently stating clearly why you are not satisfied with the goods. We will arrange uplift and inspection of goods. Should we, upon receipt of items be satisfied as to the alleged defects we will either replace the goods or arrange for a refund of the full value of the goods. Rombouts GB Ltd will incur redelivery postage costs for the defective or damaged goods.
We advise you return goods using special/ recorded delivery or equivalent service. You can obtain a proof of posting certificate free at any post office. If you do not wish to post the item yourself, courier uplift can be arranged by Rombouts UK ltd. This will incur a charge of £19.99
Rombouts GB Ltd will not be held responsible for any uninsured items lost in transit, please ensure you at least obtain a proof of posting certificate, which are free at any post office.
Please send all returns to the address below:
FAO: Rombouts Coffee
Please note returns will not be accepted at our head office address in Crowthorne.