Returns Policy

Applies to: Rhino Construction Materials Ltd], trading as rhinotrade.co.uk (“we”, “our”, “us”).
Jurisdiction: United Kingdom

Overview

We aim to ensure every customer is fully satisfied with their purchase. This Returns Policy explains when and how you can return products purchased from our website.

Please read carefully before placing an order — particularly if you are buying made-to-order or bulk construction materials, as different rules apply.

Your Right to Cancel (Consumers)

If you are purchasing as a consumer (not a trade or business customer), you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving the goods (“cooling-off period”).

To cancel your order:

1. Email us at info@rhinotrade.co.uk with your order number.
2. You must inform us before returning goods.
3. You must return the goods to us within 14 days of notifying us.

Exclusions from the Right to Cancel

Certain types of goods are non-returnable, including:

• Custom-made, cut-to-size, or personalised items.
• Perishable or time-sensitive goods.
• Goods that have been installed, used, or altered.
• Items not suitable for return for health or safety reasons once unsealed.

If a product falls under one of these categories, this will be clearly stated on the product page.

Condition of Returned Items

Returned goods must be:

• Unused, uninstalled, and in their original packaging.
• Complete with all parts, fittings, and accessories.
• Suitable for resale.

We reserve the right to deduct an amount from your refund if returned goods are not in resaleable condition.

Returns Process

(a) For Non-Faulty Items

If you change your mind:

• Contact our Customer Service team within 14 days of delivery.
• Obtain a Returns Authorisation Number (RAN).
• Return the goods to our address (or we can arrange collection — see below).

Return delivery costs are your responsibility unless the item was damaged or faulty.

We can arrange collection for heavy or bulky goods — a collection fee will apply (quoted before collection).

(b) For Faulty or Damaged Goods

If your item arrives damaged, incomplete, or faulty, please notify us within 48 hours of delivery.

• Provide photos where possible.
• We will inspect and, if appropriate, offer a replacement, repair, or full refund.

If a fault develops after installation or use, please contact us for advice. Depending on the nature of the fault, we may arrange for the product to be inspected under warranty.

Refunds

Once returned goods have been received and inspected, we will process your refund within 14 days.

Refunds will be made to the original payment method only.

• Delivery charges will be refunded at the standard rate (if you paid for express delivery, the additional cost is non-refundable).
• Where deductions are applicable for diminished value, these will be clearly explained.

Business & Trade Customers

Different terms apply to business and trade customers.

Orders placed using a trade or business account are not covered by the Consumer Contracts Regulations.

We may, at our discretion, accept returns for non-faulty goods, subject to:

• A 15–25% restocking fee, and
• Return of goods in unopened, resaleable condition.

Custom or made-to-order goods are non-returnable under all circumstances unless faulty.

Collections & Heavy Goods

For large or palletised orders (e.g. aggregates, bricks, insulation), returns logistics differ:

• Items must be securely palletised and accessible for collection.
• Collection fees vary depending on weight and location.
• Failed collection attempts may incur an additional charge.

Incorrect Deliveries

If you receive the wrong item, please inform us within 48 hours. We will arrange collection and dispatch of the correct product at no additional cost.

Warranty

Many of our products include manufacturer warranties. Please retain your proof of purchase. Warranty claims must follow the manufacturer’s process, and we can assist with this where applicable.

How to Contact Us

For returns, cancellations, or queries, please contact:

Email: info@rhinotrade.co.uk
Phone: 01202 984338

Office hours: Monday to Friday, 8am – 6pm (excluding bank holidays).

Legal Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.