Shipping & returns

Redcel Ltd. - Shipping & Returns Policy

Last Updated: [01/11/2015]

Thank you for shopping at Redcel Ltd. We are committed to ensuring your complete satisfaction. Due to the size and weight of our products, please review the following shipping and delivery information carefully.

 

 

1. Shipping & Delivery Policy

We specialise in shipping large and heavy items. All deliveries are booked in advance to ensure a smooth process.

1.1 Order Processing

  • All orders are processed within [1-3 business days] after receipt. Orders are not processed or shipped on weekends or holidays.

  • You will be contacted by our delivery team or the designated carrier to schedule a delivery date once your order is ready to leave our warehouse.

1.2 Delivery Service Levels

We offer two distinct levels of delivery service:

  • Standard Curbside Delivery (Default Service):

    • This is our standard, free or lower-cost delivery option.

    • Your item will be delivered to the curbside or roadside at your delivery address.

    • The driver is not responsible for carrying the item into your home, up stairs, or through narrow passages.

    • It is the customer's responsibility to ensure they have the necessary help and equipment to move the item from the curbside to its final location. Redcel Ltd. is not liable for any damage that occurs after curbside delivery is complete.

  • Deluxe In-Home Delivery & Installation (Premium Service):

    • For an additional fee, you can select our Deluxe service.

    • This service includes delivery of the item to the room of your choice*, assembly (if required), and placement.

    • Installation of the product (if applicable) will be completed by our professional team.

    • *Please note: Delivery teams cannot navigate unsafe pathways or hoist items through windows. The chosen room must be accessible via a standard-width pathway, door, and staircase.

1.3 Shipping Destinations & Costs

  • We currently ship within the United Kingdom mainland via our website and we are able to quote for worldwide delivery via our contact form. If you place an order online but are looking for delivery outside of the United Kingdom we will quote you additional charges. 

  • Shipping costs for these large items are calculated based on your delivery address and the selected service level (Standard or Deluxe). The final cost will be clearly displayed at checkout.

1.4 Scheduling & Receiving Your Delivery

  • Our delivery partner will contact you via phone or email to schedule a specific delivery window.

  • You or an authorised adult must be present at the delivery address to receive and sign for the order during the scheduled window.

  • Please inspect your items for any visible damage at the time of delivery. Note any concerns on the delivery driver's paperwork before signing.

1.5 Problems with Delivery

  • If you miss your scheduled delivery, re-delivery fees may apply.

  • If your item arrives with visible damage, please refuse the delivery and contact us immediately at [Customer Service Email].

 

 

2. Returns & Refunds Policy

We want you to love your purchase from Redcel Ltd. Due to the specialised nature of our large products, please review our return policy carefully.

2.1 Return Eligibility

  • To be eligible for a return, your item must be in new, unused condition, in its original packaging, and without any assembly.

  • You have [30 days] from the date of delivery to initiate a return.

2.2 Non-Returnable Items & Restocking Fee

  • The following items cannot be returned:

    • Products that have been assembled, used, or damaged after delivery.

    • Products not in their original packaging.

    • Personalised or custom-made products (e.g., made-to-order sizes or fabrics).

  • Due to the high cost of handling large items, a restocking fee of 15% will be applied to all approved "change of mind" returns.

2.3 How to Initiate a Return & Return Shipping

  • To start a return, please email our customer service team at [Customer Service Email] with your order number and the reason for your return.

  • Important: For customer-initiated returns, you are responsible for the cost and logistics including insurance of shipping the large item back to our warehouse. The item must be packed in its original packaging. We can arrange for a collection at the customer's expense, which will be deducted from the refund amount.

2.4 Refunds

  • Once the returned item is received and inspected at our warehouse, we will send you an email to notify you of its status.

  • If your return is approved, your refund will be processed. The refund will be for the value of the product(s) only, minus the restocking fee. Original shipping and delivery costs are non-refundable.

2.5 Damaged or Incorrect Items

  • If your item arrives damaged or is incorrect, please contact us within 48 hours of delivery at [Customer Service Email] with your order number and clear photos/video of the damage or the incorrect item. We will arrange a collection, repair, or replacement at no cost to you.

 

 

3. Contact Us

If you have any questions about our Shipping & Returns policy, please do not hesitate to contact us.

Redcel Ltd.
Customer Service Email: -
Customer Service Phone: -
Company Address: -