QWICKHOSE DELIVERY & RETURNS POLICY
Last updated: 30/05/25
This policy sets out how we handle deliveries, returns, refunds, and cancellations for orders placed via www.qwickhose.co.uk. It is subject to change, and any updates will be published on this page.
📦 DELIVERY
Orders are dispatched using Royal Mail Tracked 48, which aims to deliver within 2-3 working days from dispatch. You’ll receive tracking details via email once your order has been shipped. You can also track your parcel here: https://www.royalmail.com/track-your-item
Dispatch Timelines:
– Orders placed Monday-Thursday: Typically dispatched the next working day.
– Orders placed Friday: We aim to dispatch on Saturday where possible; otherwise, orders will dispatch on Monday.
– Orders placed Saturday-Sunday: Typically dispatched on Monday.
Please note: Dispatch and delivery times may vary during public holidays or periods of high demand.
Important:
– You are responsible for ensuring your delivery address is correct at the time of order. Qwickhose is unable to verify addresses entered at checkout. Orders placed with incorrect or incomplete address information may not be eligible for refund or replacement if undelivered.
– If an order is returned to sender by the courier due to an incomplete or incorrect address, we will refund the full order amount once the parcel is received back. You are then welcome to place a new order with the correct delivery details entered at checkout.
– Delivery delays caused by Royal Mail or third-party carriers are outside of our control and do not qualify for compensation unless under exceptional circumstances.
🔁 RETURNS & REFUNDS
We want you to be satisfied with your Qwickhose order. If you’re unhappy or experience any issues, we’ll do our best to help. Please review our returns process and conditions below.
- Returns Window
You may return your item within 30 days of receiving it for a refund. Outside of this window, we cannot offer a refund unless your product is faulty or not as described.
- Condition of Return
– Items should be unused or in original condition.
– Packaging does not need to be sealed, but the product must be returned in reasonable condition.
– Items showing excessive wear, damage due to misuse or neglect (e.g. frost damage), or incomplete returns (e.g. missing parts) may not be eligible for a full refund.
- Free Returns Eligibility
We offer free returns where:
– The product is faulty
– The item is not as described
– We have been unable to resolve an issue to your satisfaction
In all other cases (e.g. change of mind or incorrect product choice), you may still return your item, but return postage costs may apply.
🛑 EXCLUSIONS
We reserve the right to deny a refund where:
– The product has been used in a way it was not designed for
– Damage has occurred due to frost, misuse, or incorrect setup
– O-rings or washers that have perished through expected wear and tear over a reasonable and expected length of time
– Components are missing on return and were not reported before dispatch
If a return is incomplete, we will issue a partial refund for the items received.
🔄 EXCHANGES
We currently only offer exchanges for defective or damaged items.
Please contact us within 30 days of receiving your item to request an exchange.
If you wish to exchange for a different item or due to a change of mind, please request a return and place a new order separately.
📬 RETURNS PROCESS
To request a return:
- Email us at hello@qwickhose.co.uk with your order number and reason for return.
- Once approved, we will issue Return Authorisation and send you a free returns label. This label is valid for 7 days from the date it is generated.
- Package the item securely in the original packaging (where possible) and include the packing slip that comes with your returns label. On the packing slip, please clearly write the following:
– Your name
– Order number
– Proof of purchase (if not already provided)
- Attach the returns label and drop off the parcel at your nearest Royal Mail Post Office within 7 days of receiving the label.
Returned items remain the customer’s responsibility until received by us. Please ensure they are packed securely to avoid damage in transit.
Returns Address:
Rivendale Products Ltd
Attn: Returns
The Barn (Unit 3), Manor Farm Office Village
Flexford Road, North Baddesley
Southampton, Hampshire
SO52 9DF
United Kingdom
If your return falls outside this 7-day period or you return items without notifying us, you will be responsible for all return postage costs. We recommend using a tracked service if posting at your own cost.
💸 REFUNDS
Once we receive and inspect your return, we’ll process your refund within 14 days of receipt. Refunds will be made to your original payment method.
We will also refund original delivery costs if:
– The entire order is returned
– The product was faulty or not as described
Late or Missing Refunds
– Check your bank or payment method again
– Contact your bank – refunds may take a few days to appear
– If still unresolved, contact us at hello@qwickhose.co.uk
❗ YOUR RIGHT TO CANCEL (UK CUSTOMERS)
Under the Consumer Contracts Regulations 2013, UK customers have a legal right to cancel their order within 14 days of receiving goods, for any reason.
To exercise your right to cancel:
- Email us at hello@qwickhose.co.uk stating you wish to cancel your order
- Return the item(s) to us within 14 days of notifying cancellation
- We will issue a full refund (including standard delivery costs) within 14 days of receiving the returned goods
Please note: You are responsible for return postage unless the item is faulty or not as described.
❓ QUESTIONS
For any questions about delivery, returns, refunds or exchanges, contact us at:
📧 hello@qwickhose.co.uk
