Randello Refund and Returns Policy

This policy explains the way Randello handles returns and refunds for purchases made through our UK‑based drop‑shipping store. It is designed to be clear, fair and aligned with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. When you order from Randello you are entering into a contract with us, even if the goods are fulfilled by one of our suppliers. Please read this policy carefully before placing an order.

1. Cooling‑Off Period and Change‑of‑Mind Returns

1.1 Your statutory right to cancel

If you buy goods without seeing them in person (for example, online or by telephone), the Consumer Contracts Regulations give you a 14‑day cooling‑off period. The cooling‑off period starts on the day after you take ownership of the goods. During this period you may change your mind for any reason and cancel your order.

To exercise this right you must inform us in email (returns@randello.store within 14 calendar days of receiving your item. Once you have given notice of cancellation, you then have a further 14 days to return the goods to us or to the address we supply

1.2 Conditions for change‑of‑mind returns

•             Goods must be unused and in a condition suitable for resale. Please keep any original packaging until you are sure you are keeping your purchase.

•             You are responsible for the cost of returning goods when you change your mind. Randello will not reimburse return postage or any additional delivery upgrades you may have selected.

•             We will refund the price you paid for the goods and the standard delivery charge (if we charged one) within 14 days of receiving the returned item or proof of posting, whichever is earlier. If you paid for enhanced or express delivery, we will only refund the standard delivery element

•             The cooling‑off period does not apply to certain items, including personalised or custom‑made products, goods that deteriorate quickly (for example food or flowers), unsealed hygiene‑sensitive items (such as earrings) or unsealed CDs/DVDs.

2. Returns Eligibility and Exclusions

We will accept returns in the following circumstances:

1.          Change of mind within the 14‑day cooling‑off period, subject to the conditions in Section 1.

2.          Damaged or faulty goods – see Section 3 for details.

3.          Goods that are not as described.

We will not accept returns where:

•             The cooling‑off period has expired and the item is not damaged or faulty.

•             Goods were made to your specification or personalised.

•             The item has been used, worn or damaged by you.

•             Hygiene‑sensitive items have been unsealed.

3. Damaged or Faulty Items

3.1 Our responsibility

Under the Consumer Rights Act, Randello is responsible for the condition of goods until they are delivered to you. If an item arrives damaged or develops a fault within a reasonable time, you have a right to a refund, replacement or repair.

3.2 Evidence and timeframes

•             Contact us promptly – Please inspect your order as soon as it arrives. If you notice damage or a fault, notify us as quickly as possible, ideally within 48 hours of delivery.

•             Provide photographic evidence – To speed up your claim, please attach clear photographs showing the damage or fault. Which? advises taking photos of the damage straight away so that you have a full record of the problem. Evidence helps us liaise with the supplier and courier and prevents any dispute about how the damage occurred.

3.3 Returning damaged or faulty goods

•             After you have notified us and provided evidence, we will advise you whether a return or replacement is required. In some cases the supplier may ask you to return the item; in other cases a replacement may be shipped without return.

•             If a return is needed, Randello will arrange collection or provide you with a prepaid return label. The retailer (Randello) is responsible for paying the return postage for faulty or damaged items; you should not be out of pocket.

•             Please return the item in appropriate packaging to avoid further damage. If goods are not packaged adequately and arrive damaged as a result, we may reduce your refund accordingly.

3.4 Refund or replacement

Once we receive the returned item and confirm the fault, we will offer you a choice of:

•             Full refund – The price you paid for the goods and the standard delivery charge.

•             Replacement – An identical item (if available) or an alternative item of similar value.

•             Repair – Where appropriate, we may offer to repair the item.

We will process your refund within 14 days of receiving the goods back.

4. Procedure for All Returns

1.          Contact customer support – Email us at returns@randello.store with your order number, the item(s) you wish to return and the reason. If the item is damaged or faulty, include clear photographs.

2.          Await instructions – We will reply within two business days with return instructions and the correct return address. Because Randello uses multiple suppliers, return addresses may vary.

3.          Package the item securely – Use the original packaging where possible, or suitable alternative packaging. You are responsible for the item until it reaches us or our supplier.

4.          Ship the item – For change‑of‑mind returns, use a tracked and insured service at your own cost. For faulty or damaged items, follow the return method we provide; we will cover the cost.

5.          Confirmation – Once we (or the supplier) receive and inspect the returned goods, we will confirm by email and process your refund or replacement.

5. Return Shipping Costs

•             Change‑of‑mind returns: You are responsible for the cost of returning items when you cancel during the cooling‑off period. We recommend using a tracked and insured service as you remain responsible for the goods until received by Randello or our supplier.

•             Damaged or faulty items: Randello will pay for return shipping and reimburse any reasonable costs you incur.

6. Drop‑Shipping Suppliers

Randello partners with multiple UK and international suppliers to fulfil orders. Your goods may arrive directly from a supplier, and returns may need to be sent to that supplier’s warehouse. When you initiate a return we will provide you with the correct return address and instructions. Please do not attempt to return items to the address on the original shipping label, as this may delay your refund.

7. Contact and Queries

If you have any questions about this policy or need help with a return, please contact:

•             Email: returns@randello.store

We are committed to resolving any issues promptly and to providing excellent customer service. Your statutory rights are not affected.

8. Governing Law

This policy and any disputes arising in connection with it are governed by the laws of England and Wales. Consumers in Scotland or Northern Ireland may have additional rights under local legislation.