How we Deliver
- We deliver our orders via UPS, DHL, TNT or by other Courier dependent on the order's weight and destination.
- All deliveries will require a signature on receipt. If you are out when the delivery arrives, then a card with a contact number for you to call will be left at the delivery address.
- It is also possible to use a different carrier or arrange a pickup yourself using your own carrier.
Where we DeliverOrders placed with RUGGED can be shipped worldwide.
Our Delivery ChargesWe make every effort to keep our delivery charges as low as possible. Delivery charges are calculated on a per-product basis. Please make note of the delivery charges associated with each item.
Our Delivery Times
- At RUGGED we aim to dispatch stock items within 3-5 working days but please allow up to 10 working days for delivery at busy periods.
- Non Stock and Built to Order items have a standard lead-time of 14-21 days but please allow up to 28 working days for delivery at busy periods.
- For large quantity / bulk orders and customised items please allow up to 21-35 days for delivery.
- Please allow extra time for deliveries if you ordering from a location that is detached from the UK mainland.
- All delivery times are based on working days which are Monday to Friday. Bank holidays are not included as a working day so when ordering please take this into account.
NB: Delivery times quoted above can vary depending on stock availability and delivery location.
In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
This returns policy is applicable to consumers (a private person buying for their personal use), authorised resellers, corporate and business customers.
1.0 Suspected faulty Item
If you experience any technical difficulties or just need advice with any of our products please do not hestiate to contact us. Our Technical Support Team is available on +44 (0)1474 240 120 during normal UK office hours between . Or send an email at any time to [email protected] From experience, we can usually determine and advise a course of action that will alleviate the problem over the telephone or by email.
Please Note: It is advisable to have the unit with you when you call or at least the serial number or model number.
Items which are faulty must be returned within the warranty period (usually 12 months for a standard product and 90 days for OEM product)
If the item is diagnosed faulty by our technicians, we will do our best to provide a replacement within 4-5 working days providing the item is in stock at our warehouse.
2.0 Item missing or incorrect item sent
Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on +44 (0)1474 240 120 within 3 days of receiving the order.
3.0 Signing for goods
All items must be checked on delivery before signing for the item. If the item looks damaged, please refuse the delivery and contact our Customer Services department on +44 (0)1474 240 120
4.0 Damaged item
In the event that you receive a damaged item, please contact Customer Services on +44 (0)1474 240 120 within 48 hours of receiving the order. A replacement will not be sent until the damaged item has been returned to RUGGED and inspected.
5.0 Unwanted Or Incompatible Goods
If you purchased the goods and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 working days of receipt starting the day after delivery by informing RUGGED in writing (email or fax). Once the goods have been accepted by us we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, in their original undamaged packaging, complete and in a condition reflecting your statutory duty of care (please note: sending the unwanted or incompatible Goods back to RUGGED will be at your own cost)
If you are an Authorised Reseller, Corporate or Business Customer then you may cancel your purchase at any time within 7 working days of receipt starting the day after delivery by informing RUGGED in writing (email or fax) Once the goods have been accepted by us we will give you a refund of the price paid less a 20% admin and restocking charge. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, in their original undamaged packaging, complete and in a condition reflecting your statutory duty of care.
In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our Customer Services on +44 (0)1474 240 120. The return will be authorised once the RMA is issued and you should then return the goods at your own cost and risk. It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
6.0 When returning Items to RUGGED
All returned items must be in original packaging. RUGGED will not be liable for any damage to items that are not adequately packaged and damaged in transit to RUGGED.
Please ensure that you enclose:
Your RMA number
Details of why you are returning the item
All packaging, CD's, manuals, cables and any accessories supplied with the shipment.
Please Note, if products purchased from RUGGED are returned and found to be faulty due to accident, neglect or misuse the return will not be accepted. This does not affect your statutory rights.
Although we take great care of customer's equipment, RUGGED can not be held liable for any loss of data stored on any product or media sent for testing or repair. It is the customers' responsibility to ensure that data is backed up where possible before returning the product to RUGGED.
7.0 Contact RUGGED
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail [email protected] or write to the address below:
8.0 RUGGED Authorised Resellers, Corporate and Business Customers
If any product is purchased through our authorised distributors or a reseller, please contact them in the first instance as they will also be equipped to handle the return, they may also operate alternative schemes to the above.