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Aftersales, Refunds, Returns and Exchnage

CORONAVIRUS - SERVICE UPDATE

For the safety of our colleagues and customers, we have made a few changes to how you can return items. Please see below for more information.

After Sales​

We hope you’re delighted with your purchase, but if you’re not completely satisfied there are lots of ways we can help. Start by finding the order number and delivery tracking number. Also, you can access frequently asked questions about your product, receive set-up advice and much more.

Returns​

You can return only by post. Please follow official guidelines for your local area, and wear a face covering when do post the item to return. In line with our returns policy, any products you return will need to be unopened, unused and in their original packaging, with proof of purchase. When returning an item, make sure you have proof of purchase, such as confirmation email. The item (and any free items that came with the product) will also need to be:

• unused (with any tags still attached)

• in original packaging

• in a resalable condition

Refunds will be processed by the original payment method. For example, if you paid on card, it can take up to 7 days to appear back in your account. PayPal refunds can take up to 30 days. However, any payment made through Xoom we cannot return at all but we will offer you an exchange . Before you decide to return please contact us and allow us the scope to see into the matter. So please note the followings:

  1. If otherwise not mentioned in the Additional Information of the product page easy 30 days return will be counted from the date of delivery of item in your premises.
  2. Your order was originally delivered.
  3. You’re returning your ‘whole’ order (all items on this order)
  4. You’re returning your item/s for a full refund (not exchanging for another product)
  5. Depending on the item’s source country we will return the price of the product excluding the shipping charges. It is to be noted we don’t make any profit on shipping which is purely a cost. Also your return related cost such as postage and others will be borne by You.

Repairs

If something goes wrong with your product, we may be able to have it repaired or arrange a spare part. And depending on the product, repairs can often take place over online support or email and save you the trouble of returning your item. Sometimes, sending email about the issue can lead to resolving the issue without the need for a repair. 

Things to note carefully:

Some items like food, pierced jewellery and underwear can’t be exchanged or refunded, unless they’re faulty. Our website and/or Additional Information Section of the Product page clearly mentioned which items are non-refundable.

  • If you’re returning a DVD, music or software product, it must be unused and in its original sealed packaging.
  • If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you.
  • We might ask for the product serial number or similar, to check the item was supplied by us.
  • Naturally, none of this affects your consumer rights

Small item vs large item deliveries
Small items will have been dropped off by 1 person whereas large items are literally so large they need to be delivered by two people. For orders that have been delivered by van or by post, there are a few items which can’t be returned. Every single item has been marked clearly which is refundable and which are not. It is our earnest request to check before you please your kind order. Please note we have a single warehouse based in UK currently. So all items must be returned in that designated warehouse. Please check the details of the warehouse in contact us page.

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FAQs

You can return only by post. Please follow official guidelines for your local area, and wear a face covering when do post the item to return.
In line with our returns policy, any products you return will need to be unopened, unused and in their original packaging, with proof of purchase.
When returning an item, make sure you have proof of purchase, such as your RHK Store receipt or confirmation email. The item (and any free items that came with the product) will also need to be:

• unused (with any tags still attached)

• in original packaging

• in a resaleable condition

Refunds will be processed by the original payment method. For example, if you paid on card, it can take up to 7 days to appear back in your account. PayPal refunds can take up to 30 days. However, any payment made through Xoom we cannot return at all. Before you decide to return please contact us and allow us the scope to see into the matter. So please note the followings:

  1. If otherwise not mentioned in the Additional Information of the product page easy 30 days return will be counted from the date of delivery of item in your premises.
  2. Your order was originally delivered.
  3. You’re returning your ‘whole’ order (all items on this order)
  4. You’re returning your item/s for a full refund (not exchanging for another product)
  5. Depending on the item’s source country we will return the price of the product excluding the shipping charges. It is to be noted we don’t make any profit on shipping which is purely a cost. Also your return related cost such as postage and others will be borne by You.

To return  a ‘part’ order or an order please send us email through our contact us page for email.

If any item is faulty, please return by post and we’ll process it in accordance with our refund policy.

If you return your item(s) back as soon as we receive the item in our disposal we can trigger a refund immediately. But it may take 5-7 days for your bank to process it into your account.

Paypal refunds can take up to 30 days.

Any payment made through Xoom we cannot make any refund. However, if you return the item we will be glad to find any alternative items of your choice from our store as replacement or will try our level best to resolve the issue amicably. 

If you return your item(s) via a home collection or post, your refund will be processed within 14 days of receipt of the goods. It may take 5-7 days for your bank to process the money back to your account, but all refunds will be processed within 14 days.

All returned good must be in line with our returns policy, these products will need to be unopened, unused and in their original packaging, with proof of purchase.

Any of these:

  • Confirmation email
  • e-receipt
  • your order number



If you can’t find one of the above, don’t worry. We should be able to sort everything out if you have:

  • your card/bank statement
  • the email address used to buy your item

 

Absolutely ! We offer a 30 days returns guarantee on most items (We are Gentle like that) if until otherwise it is mentioned differently in the Additional Information Section of the Product page. So if you need to send it back  you have to pay for the postage only and also we will return the price of the item excluding the shipping cost. Just make sure it is  in accordance with our refund policy. As soon as we receive the item in our disposal we will trigger the refund immediately, We will refund the amount onto the original payment method or offer you an exchange.  However it may take up to 5 – 7 days for your bank to process the money. Paypal requires 30 days. Please note we cannot refund any money if we receive through Xoom but we will offer you an exchange. In that case we will offer you for an exchange.

We either refund the amount onto the original payment method or offer you an exchange. Isn’t that Easy!

You just need these three things:

  • Your proof of purchase
  • Your item should be unused, in its original packaging and in a resalable condition
  • Any free items that came with your product unused and in a resalable condition

A few things to note though…
Some items like food, pierced jewellery and underwear can’t be exchanged or refunded, unless they’re faulty. Our website and catalogue indicate which items are non-refundable.

  • If you’re returning a DVD, music or software product, it must be unused and in its original sealed packaging.
  • If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you.
  • We might ask for the product serial number or similar, to check the item was supplied by us.

Naturally, none of this affects your consumer rights

You’ll need to send back any freebies, special offer/ discounted products you got in conjunction with the original items. Otherwise, we’ll have to take it off the refund amount, sorry… For example, if you bought 2 items costing £5 each on a buy 2 for £8 offer and return only one, we’ll charge you £5 for the one you kept and refund you £3.

Unless they’re faulty, some items like food and certain jewellery can’t be exchanged or refunded. These are identified on the Additional Information Section of the Product page.

If your item is faulty or damaged, it can often be easily repaired, or you might just need some advice to get it working again. You can get all the help you need by visiting our support page or send us email through our contact us page.

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