Contact RAFS with your order or invoice reference, the products involved and the reason for your enquiry. We will explain the appropriate next steps and return arrangements.

Business purchases

Returns require RAFS’s agreement, and confirmed business orders cannot be cancelled unless agreed. Agreed returns or cancellations may incur charges, which will be explained before you agree to proceed. Contact us before sending goods back.

Consumer purchases

Your statutory rights are not affected by our business returns rules. For most standard goods bought online or by telephone, you may cancel without giving a reason up to 14 days after the day you receive the goods, then have a further 14 days to return them unless collection applies. Different timing applies to split deliveries; genuinely made-to-specification or personalised goods may be exempt from change-of-mind cancellation.

For a statutory change-of-mind return, the applicable direct return cost must be disclosed before purchase, including the cost or a reasonable maximum estimate for bulky goods that cannot normally be posted. Refunds include the basic outbound delivery charge and are made within the statutory timeframe. No restocking fee applies to a statutory consumer cancellation, although a lawful deduction may be made for excessive handling that reduces the goods’ value.

For the detailed cancellation process, refund timing and optional cancellation form, see Schedule A of our Terms & Conditions of Sale. You do not need prior permission or a particular form to exercise a statutory cancellation right.

Faulty, damaged or incorrect goods

Tell us about the issue and provide photographs where possible. We will consider the appropriate remedy in line with the contract, applicable warranty and your statutory rights. The two-working-day reporting request for visible delivery issues does not remove consumers’ rights.