In the unlikely event that an order is lost, damaged, delayed or faulty we will not be able to cover for any damages or losses beyond that of replacing the damaged goods.

If for any reason you are not entirely happy with your order:

(a) you can notify us by email before we have dispatched the goods to you; or

(b) where goods have already been dispatched to you, by returning goods to us in accordance with clause (c) below.

When the courier arrives, the customer should try and check all contents before signing for it. If possible you should open and inspect the contents, if necessary, keep the courier waiting. We understand this may not always be possible and so in all cases the minimum requirement is that customers must check the outer parcel does not show any signs of being opened/tampered with/untaped or is leaking/damaged before signing and accepting the parcel.

If there is any sign that the parcel has been opened/tampered with/untaped or is damaged/leaking, the delivery must be refused and signed ‘refused/damaged’. It will then return back to us and we can raise a claim for you and send out a replacement order. Failure to follow this important initial check will nullify any claim later for damages or missing items. ‘Unchecked’ will not be accepted as a valid status.

(c) Returns Policy:

[i] Incorrect or Missing Goods – If after accepting the parcel, you check and find you have received incorrect or missing goods, we must be notified immediately or within 24 hours of delivery to validate any claim.

[ii] Damaged/Faulty Goods – If after accepting the parcel, you check and find you have received damaged or faulty goods, we must be notified immediately or within 24 hours of delivery to validate any claim. This is deemed reasonable time for you to accept the goods delivered.

Place any damaged goods in a safe place with the original packaging as we will need to inspect the damage. If we cannot examine the goods we will not be able to process a claim. We will require pictures clearly showcasing the extent of any damage via email or post.

For incorrect, faulty or damaged goods, we will reimburse the cost of you posting the goods back to us only if the cost has been agreed with our Sales Department via email first and after the management’s inspection. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible and a claim cannot be processed. Refunds can be in the form of a credit or made to the card used for payment.

[iii] Where goods are returned to us by courier due to non delivery:

If the customer did not arrange a redelivery or collection from the depot, we will treat this the same as customers returning goods as unwanted/mind changed [see below] and so in accordance with the consumer contracts regulation we will provide a full refund, but charge you for the direct cost incurred of return delivery.
If non delivery occurs due to customer error e.g. the customer entered incorrect shipping details, we will refund for the cost of goods only and charge you for the direct cost incurred of return delivery. In the case of free delivery, a deduction for the exact initial ‘sent’ delivery charge will also be deducted from this refund.

[iv] Exceptions – Unfortunately not all products are manufactured in ‘transit safe’ packaging. With the huge increase of online shopping, product manufacturers are becoming more aware of the need for suitable packaging that will withstand courier delivery.  As such we have to exclude some specific transit damage as listed here from claims and these items are ordered at the customers risk.

– ‘pop-up’ jar lids – only a few manufacturers still use these as they are not suitable for courier transit. The lids can easily ‘pop’ if the jar is turned upside down, which can obviously happen during transit where the parcel is not guaranteed to be kept upright. We check all lids are secure before packing and never dispatch already ‘popped’ lids. If you want to check before ordering, please email us and we can check the type of lid for you.

– tin can goods – these cause problems for all online shops! Please check that the contents are undamaged before signing for delivery, dents can occur but if you deem the damage ‘excessive’ you must not accept delivery and sign ‘damaged’ when asked. We will not despatch dented tins/cans and pack securely to reduce risk.

– perishables [fresh food] items – All perishable items are ordered at customers own risk, as perishables are not generally suitable for courier delivery. Although steps are taken to maintain quality, transit and weather can affect the condition goods will be received in and by placing your order you accept this risk on quality received.

[v] Best Before End [BBE] Dates – Most items stocked have lengthy BBE dates of many months but this may not always be the case. Certain products either by nature or slow stock can have shorter BBE dates. In such rare cases we still allow for a minimum of 10 days BBE from the date of despatch. It is the customers responsibility to enquire before ordering if you require longer BBE dates.

We may also have products advertised as reduced because they have passed their BBE date. These will confirm the BBE date from its label and customers confirm acceptance of this date by completing the purchase. This does not affect your right to return goods within 14 days at your own cost (see ”[vii] Mind Changed” below.

[vi] Weighted Fresh (perishable) Items – please note that all fresh items sold by weight are approximate, please allow a 10g allowance either way per portion.

[vii] Mind Changed:

In accordance with the consumer contracts regulations, If you have changed your mind or feel the goods are unsuitable, you can cancel from the moment you place your order, until 14 days from the day delivery was made. We will issue a full refund within 14 days of getting the goods back. This refund will include the basic delivery cost of getting the goods to you in the first place. If you opted for an enhanced service e.g. express 1-2 days, Saturday or next day by 12, we will only refund the basic cost.

The customer must bear the cost of returning the goods to us.

We strongly advise that you use a recorded delivery service and pack the goods securely to avoid damage in transit. If a recorded delivery service is not used and the goods do not reach us or are damaged in transit, we cannot be held responsible. If we agree to collect the goods from you, then we reserve the right to charge you for the direct cost incurred for the recovery.

Please use the email us here at : info@rishright.com to notify us first within this timeframe.

You must take reasonable care of goods to be returned and return them to us within 14 days of notification. Goods should be returned still in a new, unopened and unused condition, in original packaging.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is deemed the same as it would be if you were assessing them in store.