RETURNS & REFUNDS POLICY

Last updated: 28 August 2026

1. General

We want customers to receive the correct product in good condition.

The rights that apply to a return depend on whether you purchased as a consumer or a business customer, and whether the goods are faulty or simply no longer required.

Nothing in this policy limits or excludes any statutory rights available to consumers.

2. How to request a return

Before returning goods, please contact Rausch UK Limited at:

sales-uk@rausch.international

Please provide:

• your name or company name;
• order number or invoice number;
• product and quantity being returned;
• reason for return; and
• photographs where the item is damaged, faulty or incorrectly supplied.

Where appropriate, we will provide return instructions or a return authorisation reference.

Please contact us before sending goods back so that we can provide the correct return instructions.

For consumers, this requirement does not affect your statutory right to cancel an eligible distance contract by making a clear statement that you wish to cancel within the applicable cancellation period.

3. Consumer cancellation rights for online orders

If you are a consumer and purchase goods online or through another distance-selling method, you will generally have the right to cancel the contract without giving a reason.

The cancellation period normally expires 14 days after the day on which you, or a person nominated by you, receives the goods.

Different statutory timing rules may apply where a single order is delivered in multiple lots or pieces.

You must tell us clearly that you wish to cancel within the applicable cancellation period.

You may contact us by email or use the model cancellation form at the end of this policy.

You are not required to use the model cancellation form.

After notifying us of cancellation, you must normally return the goods within a further 14 days.

4. Returning a cancelled consumer order

Unless the goods are faulty, damaged or incorrectly supplied, the consumer is normally responsible for the direct cost of returning goods following a change-of-mind cancellation.

Where goods cannot normally be returned by post because of their size, weight or nature, and the consumer is responsible for return carriage, we will provide information about the return cost or a reasonable estimate of that cost before the contract is concluded where required by law.

Goods should be returned:

• complete;
• with accessories and documentation supplied;
• securely packaged; and
• without unnecessary handling beyond what would reasonably be allowed when examining goods in a shop.

You may inspect goods to establish their nature, characteristics and functionality.

If goods have been handled beyond what is reasonably necessary and their value has been reduced, we may make an appropriate deduction from the refund where permitted by law.

5. Consumer refund following cancellation

Where a consumer validly cancels an eligible online order, we will refund:

• the price paid for the returned goods; and
• the cost of the least expensive standard delivery service offered for the original order, where required by law.

If you chose a more expensive premium delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.

Refunds will normally be made using the original payment method unless otherwise agreed.

We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first where permitted by law.

We will make the refund without undue delay and, where applicable, no later than 14 days after the day on which we receive the returned goods or, if earlier, the day on which you provide evidence that you have sent them back.

6. Exclusions from consumer cancellation rights

The statutory change-of-mind cancellation right does not apply in all circumstances.

In particular, it may not apply to goods which are:

• made to the consumer's specifications;
• clearly personalised; or
• otherwise legally exempt from the cancellation right.

This can be relevant to certain specially manufactured, configured or bespoke Rausch systems.

A product is not automatically exempt simply because we have ordered it specially from a supplier.

Where an exemption applies because an item is genuinely made to your specification or clearly personalised, we will identify this where appropriate before accepting the order.

Your rights where goods are faulty, not as described or otherwise fail to meet statutory requirements are separate and are not removed by this section.

7. Faulty, damaged or incorrectly supplied goods

If goods are faulty, damaged in transit, not as described or have been incorrectly supplied, please contact us as soon as reasonably possible.

Consumers have statutory rights under the Consumer Rights Act 2015.

These can include a short-term right to reject qualifying faulty goods within the statutory period and, depending on the circumstances, rights to repair, replacement, price reduction or refund.

Where a consumer validly rejects faulty goods, Rausch UK will bear reasonable return costs where required by law.

Business customers should notify us promptly of faults, shortages, damage or incorrect supply so that we can investigate and arrange an appropriate remedy.

8. Manufacturer warranties

Some products are covered by a manufacturer's warranty.

A warranty claim may require inspection, testing or return of the product.

Manufacturer warranties are separate from statutory consumer rights and do not replace them.

9. Business customer returns

Business customers do not have the statutory 14-day change-of-mind cancellation right that generally applies to consumers purchasing at a distance.

Correctly supplied, non-faulty goods may only be returned by a business customer with our prior written agreement.

Where we agree to a business return, conditions may include:

• the goods being unused and resalable;
• return in the original packaging;
• a valid returns authorisation;
• return carriage being paid by the customer; and
• a handling or restocking charge of up to 25%.

Some goods may not be accepted for non-faulty business returns, including bespoke, configured, made-to-order or specially procured goods.

None of these conditions applies where we have supplied faulty or incorrect goods and the customer has a valid legal or contractual remedy.

10. Condition of returned goods

Customers are responsible for packaging returned goods adequately.

We may reduce or refuse a non-statutory refund where returned goods have been damaged because of inadequate packaging, misuse or unreasonable handling.

Where possible, please use the original product packaging and any transit protection originally supplied.

11. Software, licences and digital products

Separate conditions may apply where an order includes software licences, downloads, activation codes or other digital content.

Where consumer cancellation rights may be lost because digital content is supplied immediately, we will obtain any consent or acknowledgement required by law before supply.

12. Refund processing

Approved refunds will normally be issued to the payment method used for the original transaction.

Banks and payment providers may take additional time to credit funds after we have processed the refund.

For business credit-account customers, an approved refund may be issued by credit note where appropriate.

13. Return address

Please contact us before returning goods.

Unless we instruct otherwise, returns should be sent to:

Rausch UK Limited
Environment House
First Avenue
Midsomer Norton
Radstock
Somerset
England
BA3 4BS

Telephone: +44 (0)1761 404 870
Email: sales-uk@rausch.international

14. Model cancellation form for consumers

Complete and return this form only if you wish to cancel an eligible consumer contract.

To:
Rausch UK Limited
Environment House
First Avenue
Midsomer Norton
Radstock
Somerset
England
BA3 4BS

Email: sales-uk@rausch.international

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods: ___________________________________________

Ordered on: ______________________________________

Received on: _____________________________________

Order number: ____________________________________

Name of consumer: _________________________________

Address of consumer: ______________________________

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Signature of consumer: ____________________________
(only if this form is submitted on paper)

Date: ____________________________________________