Changed your mind?
Here’s what happens next.
We want the returns process to be as clear as possible. Your cancellation rights depend on the type of product you’ve ordered, so we’ve broken everything down below.
*Subject to the eligibility requirements and exclusions explained below.
14 Days to Cancel
Eligible distance purchases can generally be cancelled within 14 days of you, or a nominated third party, receiving the goods.
Some Products Are Excluded
Made-to-order, personalised and products not carried as RB12 stock are among the items excluded from the standard cancellation rights.
Returning Your Order
Where cancellation rights apply, returned goods must be sent back within 14 days. Return costs are borne by the customer.
Your Refund
Eligible refunds are normally made using the same payment method used for the original transaction.
First, check whether your order is eligible.
The standard cancellation rights apply to eligible distance contracts. Your rights depend on the product you ordered and the circumstances of the purchase.
Usually eligible
Eligible distance purchases may be cancelled within the applicable 14-day cancellation period.
Cancellation rights do not apply to:
- Goods made to your specifications.
- Goods that are clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Made-to-order goods.
- Items not carried as stock by RB.Twelve Limited.
Cancellation rights may also cease where goods become inseparably mixed with other items after delivery.
Tell us you want to cancel
Send RB12 a clear statement confirming your decision to cancel. This can be made in writing, including by post or email.
Do it within the cancellation period
For eligible goods, the cancellation period normally ends 14 days after you, or a nominated third party, take physical possession of the last goods.
Return the goods
If the goods have already been supplied, they must be returned without undue delay and no later than 14 days after you tell us you are cancelling.
Your refund is processed
Once the applicable conditions are satisfied, eligible refunds are processed in accordance with the reimbursement terms below.
What happens to your money?
Where an eligible contract is cancelled, RB12 will reimburse qualifying payments received from you, including standard delivery costs. Supplementary costs resulting from choosing a more expensive delivery option are excluded.
Original payment method
Reimbursement is normally made using the same means of payment used for the original transaction unless another method has expressly been agreed.
No refund fee
The policy provides that you will not incur a fee simply as a result of the reimbursement.
Timing
Where RB12 has not offered to collect the goods, reimbursement is made without undue delay and no later than the applicable 14-day deadline following receipt of the goods or earlier evidence that they have been sent back.
Please take care of the product while it’s with you.
RB12 may make a deduction from an eligible reimbursement where the value of the goods has been reduced because of handling beyond what would reasonably be necessary to establish their nature, characteristics and function.
Where should I send it?
Where cancellation rights apply and you have already received the goods, they must be sent back without undue delay and no later than 14 days after you communicate your cancellation. The customer is responsible for the cost of returning the goods.
Contact Us Before Returning An Item →230 Vauxhall Bridge Road
London
SW1V 1AU
For large furniture or arranged collections, we recommend contacting RB12 before sending anything back.
Overpayments & duplicate payments
The following information applies to trade clients where an overpayment, payment in error or duplicate payment has been made.
Once an overpayment or duplicate payment has been identified and confirmed, RB12 will refund the full sum overpaid as soon as reasonably practicable.
Third-party card-processing and transaction charges are treated in accordance with the existing policy. RB12 does not add an administration fee simply because an overpayment is refunded.
RB12 may require reasonable evidence of the overpayment, such as proof of duplicate payment together with the relevant invoice details.
An overpayment cannot automatically be withheld, set off or applied against another amount due to RB12 without prior written consent.
RB12 aims to process refunds due under the trade-overpayment clause within 14 calendar days after the overpayment has been confirmed.
More detail about your cancellation rights.
Can I withdraw my order before the contract is made?
When do the 14 days begin?
For an eligible purchase, the cancellation period normally ends 14 days after you, or another person nominated by you other than the carrier, obtain physical possession of the last of the goods.
For a contract involving goods supplied over time, the current policy provides a 14-day cancellation period following the first delivery.
How do I exercise my right to cancel?
You must give RB12 a clear statement confirming your decision to cancel the contract. The policy allows this to be done through written communication such as post or email.
You should keep evidence showing when your cancellation communication was made.
What happens to the original delivery charge?
Can RB12 reduce my refund?
When will my reimbursement be made?
If RB12 has not offered to collect the goods, reimbursement is made without undue delay and no later than 14 days after RB12 receives the goods back, or, if earlier, 14 days after you provide evidence that they have been sent back.
Where RB12 has offered to collect the goods, or where no goods were supplied, the current policy uses a 14-day deadline from the date RB12 is informed of the cancellation.
How will my refund be paid?
Who pays the cost of returning the goods?
What is a distance contract?
What is a sales contract?
Speak to us before sending anything back.
Tell us your order number and what you would like to return. Our team can help you understand the appropriate next step.