RSN.UK Ltd Returns Policy
We hope you'll be pleased with your purchase of Riedel, Spiegelau or Nachtmann glassware and that it will give you many years of enjoyment, however, should you have a problem with your order, we aim to resolve the issue to your satisfaction, in line with our policy below;
Missing or Incomplete Orders
If your order hasn't arrived, or arrives incomplete, first of all please view your order online to check the status. If your order has been despatched but hasn't arrived within the expected time period, please contact our Customer Services team via the Contact Page.
If you've more than one item on your order, please bear in mind that products may be sent out as multiple consignments and so may arrive separately and at different times. However, if this is not the case and you haven't received the entire order as detailed in the order despatch confirmation email sent to you, please email or call us as above.
Damaged or Faulty Items
If your order arrives and the goods are damaged or faulty, please contact us via the Contact Page (please note that we are closed Bank Holidays and Weekends and also close for a week over Christmas and New Year) and we will be happy to arrange for a refund. We may request that you send us an image of the goods, or we may request that you return the goods to us, in order to substantiate your claim, before we issue a refund. Please bear in mind that many Riedel items, especially decanters, are individually hand-made by craftsman and that small differences in size, shape, weight and / or appearence are a normal feature of artisan made products and do not normally constitute a fault. Equally, small bubbles can occur in handmade crystal items and are considered normal, so long as they are few, small and do not affect the surface of the crystal.
Returns Policy if You Change Your Mind
All goods are supplied on a firm sale basis only and only faulty goods can be returned for credit. Other goods which have been supplied with the last 30 days only may be returned only with our written pre-approval. Where this is agreed, the goods must be returned to a location as specified by us, at your cost and risk and in good, unused, resalable condition and in original, undamaged packaging complete with master packs where applicable. Such returns are always subject to a 20% re-stocking charge.
Exceptions to our Returns Policy
Unless they are faulty, we are unable to offer a refund or exchange on personalised, bespoke or made to order goods. Tickets for events, such as our tastings, are non transferrable and are non returnable / non refundable.
Refunds can only be made to the original card of purchase, unless;
The original account no longer exists or if the the original account details have expired
The order has been placed using a gift voucher or rewards points
Refund of Delivery Charges Incurred in Returning the Goods to Us
We'll refund the purchaser any delivery charge paid when a product is faulty or damaged (or if the wrong item is shipped in error). If, however, you buy a product online and you change your mind about it, you are responsible for arranging the return of goods and for paying the delivery cost of the return.
None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations and other related points, please see our Terms & Conditions of Supply.