This policy applies to products purchased directly from REAX Equipment Ltd via our website. Please read the section that applies to you.

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PART 1: DIRECT-TO-CONSUMER (UK CONSUMERS)

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1. Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have the right to cancel an online order within 14 days of receiving goods. Once cancellation is notified, goods must be returned within a further 14 days.

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2. Eligibility for Returns

Items must be unused, undamaged, and in original sealed packaging. Opened or used PPE cannot be returned for hygiene and safety reasons. This does not affect statutory rights for faulty or misdescribed goods.

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3. Refunds

We will refund the full price paid for goods and standard outbound delivery charges. Refunds are issued using the original payment method. No payment processing or transaction fees are deducted from consumer refunds. Return postage for change-of-mind cancellations is the customer’s responsibility.

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4. Exchanges

Exchanges are subject to availability and items must meet return eligibility criteria.

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5. Faulty or Incorrect Goods

Faulty, damaged, or incorrect items should be reported promptly. Where confirmed, we will repair, replace, or refund and cover reasonable return postage costs.

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6. Refund Processing

Refunds are normally processed within 3–5 working days of receiving returned goods.

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PART 2: BUSINESS-TO-BUSINESS (B2B / TRADE CUSTOMERS)

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1. No Automatic Right to Cancel

B2B purchases do not carry statutory cancellation rights. Returns are accepted at our discretion.

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2. Approved Returns

Approved B2B returns must be unused, undamaged, and in original packaging. Deductions may apply, including outbound delivery costs, inspection or restocking fees, and non-recoverable payment processing fees.

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3. Non-Returnable Items

Opened or used PPE, bespoke items, special-order goods, clearance items, and clothing cannot be returned unless faulty.

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4. Faulty Goods

Faulty goods are assessed in line with manufacturer warranty terms and industry standards.

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5. Returns Authorisation

All B2B returns require prior authorisation.

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RETURNS ADDRESS

REAX EQUIPMENT WEB RETURNS

UNIT 3, KEYSTONE COURT

HALLAM WAY

WHITEHILLS BUSINESS PARK

BLACKPOOL

LANCASHIRE

FY4 5NZ

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DELIVERY AND RETURNS

Standard delivery £20+VAT

*covers majority of the UK but some areas such as Northern Ireland, Highlands and Islands, additional charges or time frame may apply.

Delivery is MON – FRI

UK delivery

Lead times and stock availability will be advised at time of order.

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CLICK AND COLLECT (OUR CENTRE) *FREE

Subject to stock availability.

Open MON – FRI

UK delivery

PLEASE ALLOW 2 HOURS BEFORE PICK UP (EXCLUDING BANK HOLIDAYS)

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EUROPE DELIVERY *CALL FOR PRICES AND LEAD TIME

Prices vary and subject to enquiry.

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SHIPPING INFORMATION (DOMESTIC DELIVERY)

At REAX Equipment Ltd we aim to offer a reliable delivery from dispatch.Goods are sent via Royal Mail or DPD. You will be set a text with the details of your delivery when we use DPD, this will ensure that you cannot miss your delivery. On occasions items may become lost in the post. Due to a policy enforced by our couriers we must wait 14 working days before we can issue another item or offer a refund. Under no circumstances will we resend goods until this time period elapses. As parcels are sent with 3rd party couriers, we cannot specify a time of delivery, nor can you request any special instructions. If an item is sent to an address that you specified when ordering which turns out to be incorrect, we are not liable if this item does not reach you.

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REAX Equipment Ltd cannot be accountable for any delays incurred whilst in transit with our couriers. Any orders placed over the weekend or on a bank holiday will not be dispatched until the next working day. All deliveries are given the utmost importance and we will aim to deliver you products on time. We cannot take responsibility for any lost or stolen parcels. Please contact us as soon as you can with any problems. Items can be returned in-line with our current returns policy; you can download a returns note from our website www.reaxltd.com.

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SHIPPING INFORMATION (INTERNATIONAL DELIVERY)

If you are ordering outside of the UK, please contact us to see if international shipping is available for your products. International shipping is not always possible, but customers may arrange their own international courier to collect items from us.  Please note there maybe import restrictions and extra costs associated which are out of our hands.