RSN.UK Ltd– Right of Widthdrawal, Damages, Missing items and returns

We hope you'll be pleased with your purchase of RIEDEL, SPIEGELAU and 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;

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 use the tracking number(s) provided to trace your shipment or contact our Customer Services team via the Contact Page.

If you have 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.

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 over the full Christmas and New Year holiday period) and we will be happy to arrange for a refund or replacement. 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 or replacement. 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 appearance 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.

When you buy online, you have additional rights, if you are purchasing as a consumer. This means if you, as the purchaser, notify us in writing of your wish to return an item within 14 working days of receiving it, we’ll refund you for both the purchase price and the original delivery charge (if applicable). 

Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.

If, as a consumer, you should change your mind about your purchase, and wish to return it, you should contact us, within 14 days of receipt of the goods, via the Contact Page for a returns authorisation (please note that we are closed Bank Holidays and Weekends). Goods should then be returned to us, at your cost, within 14 days in the original, undamaged packaging and in a resalable condition. 

If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or to deduct a percentage of the original selling price from the refund amount. 

Please note that for purchases made on trade terms via our On Premise or Retailer webshops (Riedel for Business pages) are subject to different terms, which are detailed separately on our website and in our trade price lists.

This does not affect your statutory rights.

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. 

Please note that for purchases made on trade terms via our On Premise or Retailer webshops (Riedel for Business pages) are subject to different terms, which are detailed separately on our website and in our trade price lists

This does not affect your statutory rights.

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, as a consumer, you change your mind about it, you are responsible for arranging the return of goods and for paying the delivery cost of the return. 

Please note that for purchases made on trade terms via our On Premise or Retailer webshops (Riedel for Business pages) are subject to different terms, which are detailed separately on our website and in our trade price lists.

None of the above conditions affect your statutory rights when goods are faulty, or not as described. For details, please see our Terms & Conditions of Supply for consumer transactions and our Terms and Conditions for trade transactions accordingly.