Please find useful information regarding our most frequently asked questions below.
1) General
1.1. How can I contact you for assistance?
For the fastest response please check the FAQ as your question may have already been answered. If that doesn’t help – you may wish to use the live chat system on our website to speak with an agent directly and quickly. Some queries will require a follow up and for those issues a support ticket will be created for you by our agents. Alternatively you can raise one yourself in the first instance by clicking here.
1.2. How do I know if a product is in stock?
We try our best to keep our website stock levels up to date and check this at least once a week. Out of stock items are not shown by default. As our stock is listed in various places it is still technically possible for an item to be shown that is now out of stock so if you’d like to be 100% sure and check availability please do not hesitate to contact us.
1.3. What payment methods are available?
Our preferred methods of payment are cash or bank transfer. We also accept credit and debit card both in store and online. Klarna is also available as an interest free finance option (COMING SOON).
1.4. How long does it take to process the order?
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1.5. How long does it take to dispatch the goods?
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2) Returns & Refunds
2.1. Can I return my unused item (All products)?
You’re legally entitled to a 14-day ‘cooling-off period’ when you buy something online that you haven’t seen in person – unless it’s bespoke or made to measure. The cooling-off period starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.
You must tell us that you don’t want the item within 14 days of receiving it. Once you’ve told us, you’ve got another 14 days to actually send the item back. Once we’ve received and inspected the goods – a refund will then be issued to the original payment method within 14 days.
Return postage is at the customer’s expense. All goods must be returned in their original packaging, and in an unused condition. We strongly suggest you use a tracked method of delivery as responsibility for the product lies with you until we confirm receipt of it.
Rotherham Quads Ltd are pleased to extend the above terms to those customers who have purchased in store too.
2.2. Can I return an incorrect, damaged or faulty item (All products)?
Please inspect all goods on receipt – before accepting the delivery. If there’s any external damage to the package (For instance it has been hit or torn) please take a photograph and refuse the delivery at the door step. Get in touch with us and let us know in advance what’s happened so we can deal with a replacement/refund for you and the return of the package with our courier.
Please open all packaging carefully in case it needs to be used to return the product. If you do find the product to be damaged or components to be missing after opening – please take photographs and report this to us immediately. If the product is a gift or one you don’t intend to use straight away we recommend that you still open up the packaging and inspect the goods so that any issues can be dealt with as quickly and efficiently as possible.
2.2.A. Your short-term right to reject
There is a short period of 30 days during which you’re entitled to reject the goods or request Repair or Replacement. Valid reasons for rejecting the goods are as follows:
- The goods must be of satisfactory quality;
- The goods must be fit for a particular purpose – where it is obvious goods are intended for a particular purpose and a trader supplies them to meet that requirement;
- The goods must match the description, sample or display model;
- The goods must be installed correctly – where Rotherham Quads Ltd has been involved in any assembly and inspection/testing .
If you request repair or replacement during this time, the 30 day period will pause and you will have the remainder of the 30-day period, or 7 days (whichever is longer), to check whether the repair or replacement has been successful, and to decide whether to accept or reject the repaired (or replaced) goods.
If you reject the goods a full refund will be given without undue delay within 14 days of our approval. It will returned via the original payment method.
It is the customers responsibility to return the rejected goods to us and to cover any associated expenses.
2.2.B. Repair, replacement and price reduction
Repair or replacement
When there is a breach of contract as described in 2.2.A but you choose not to reject the goods, you will be entitled to a repair or replacement. Where this option is selected, Rotherham Quads Ltd must undertake the relevant repairs, or issue the replacement, at no additional cost, within a reasonable time, and without causing you (The customer) significant inconvenience.
Repair or replacement (After 30 days)
After 30 days from receipt of goods you (The customer) must provide Rotherham Quads Ltd with one opportunity to either repair or replace your goods before a price reduction or rejection of goods can be considered.
Price reduction (After 30 days)
If the remedies of repair or replacement are not available or are unsuccessful, are not provided within a reasonable time, or without significant inconvenience, then you may claim a price reduction or reject the goods.
Should you decide to request a price reduction the price reduction must be an appropriate amount, which will depend on all the specific circumstances to that claim. It can be any amount up to the full price paid.
Rejection of goods (After 30 days)
If you opt to reject the goods you will be entitled to a refund. The refund may be reduced to take account of any use the you have had from the goods.
2.2.C. Burden of Proof
If you want to reject your goods for a full refund within the first 30 days, or the problem happens six months or more after you bought the the goods, you – the consumer, needs to be able to prove that the goods were not of satisfactory quality, unfit for purpose or not as described when you bought it.
If a defect is discovered within 6 months of receipt and you opt for repair or replacement, it will be assumed that the fault was there at the time of delivery, unless we can prove otherwise.
2.2.D. Fair wear and tear
We are not required to rectify any component that fails due to ‘fair wear and tear’, such as tyres or brake discs that wear out due to normal use. The Consumer Rights Act cannot be used to reject a vehicle if you’ve simply changed your mind about buying it, either.
3) Deliveries
3.1. Pallet delivery to kerbside
As the pallet will be moved by a manually operated forklift truck, we cannot collect or deliver pallets on gravel drives, steep hills or to locations that are not at ground level. Pallet deliveries are made to a kerbside location and the driver will not enter your premises to collect or deliver your pallet.