FAQ's - order questions

In all instances, you are required to respond to our Customer Care agents within 2 days. If you do not respond within 2 days, we may offer the customer up to a 100% refund and pass this charge on to you. Alternatively, you may be required to action a return of the items or issue a full refund. 

A customer is unable to locate their delivery?

If the item is marked as “Despatched” and tracking information has been provided, our agent will contact the courier to investigate further.

If no tracking information has been provided and we are unable to locate the order, we will issue the customer a refund or raise a free of charge replacement.

We ask the customer to contact us within 30 days from the date of expected delivery to make us aware of any missing delivery; however, they have a legal right to dispute any claims up to 6 months.

What happens if a customer has noticed damage or a faulty item?

If a customer reports a fault or damage within 30 days, we will request pictures/ video of the item and send these on to you. You’ll be required to issue a full/partial refund, action a return, or replace the item.

If we are informed of damage/faults between 30 days and 6 months after the order, you may choose how to proceed – repair/replacement/refund.

After 6 months, we will advise the customer that they will need a 3rd party independent VAT registered company to inspect the product and provide a report stating there is a manufacturing defect.

A customer signed/ accepted a delivery, but now they're saying it's been damaged in transit?

If a customer has signed for a delivery and has made us aware of damage after receipt of the item – this will be handled in line with any damaged/faulty goods highlighted to us. Customers have a 30 day right to reject goods if they do not fall into one of the following categories fit for purpose, as described, satisfactory quality. Any time frame in which your couriers impose upon reporting damage to them is down to your contract with your courier and The Range will not be liable if this goes past your determined claim period with them.

What if a customer has changed their mind?

Our Customer Care will inform you that the customer is looking to return an item. We will instruct the customer on how to do this based on your chosen return methods.

If the item is Made to Order, we will inform them that they cannot return the order.

The customer is saying they are missing an item or a part?

If a part is missing from an item, we will raise an X order with a note with the component missing.

If you have provided tracking information for the order, we will contact the courier directly to investigate further. If we cannot confirm the location of the item or you have not provided tracking information, we will contact yourself for further information. You will be given 2 days to locate the goods, once it goes past the 2 days our Customer Care will either: issue a refund to the customer or send a free of charge replacement out to the customer.

The customer wants something collected?

If a return is approved and your chosen return method for the returned item is collection, we will notify you that a collection needs to be organised. You will be required to book this collection within 2 days of us notifying you and inform us of the collection information so we can pass this on to the customer. In exceptional instances where we have organised a collection on your behalf, we will charge you with the collection costs and keep our original fee.

We have a item returned, how do we issue the customer a refund?

If a return refund needs to be issued due to a faulty, damaged, or missing item, we will alert you by raising a case against the affected order. We will issue any refund required and this will appear in the Accounts page.

The customer contact details are incorrect?

If the customer’s contact details are incorrect, one of our customer care agents will attempt to contact the customer through any other contact details available to us. If the customer can be reached, we will update the contact details and notify you of this. If we are unable to contact them regarding their order, you will be required to cancel the order and issue a refund.

Our courier cannot deliver to customer’s address?

If you are unable to deliver items to the customer’s chosen location, you will need to inform us of this by raising a case and cancel the order. Cancellations for this reason will not be included in the calculation of your SLAs.

The cost/retail price is incorrect.

If items have been sold at the incorrect price, you must notify us of this by raising a case. The order will be cancelled and a refund will be issued to the customer. They can then choose to place a new order at the correct retail price.

A product is out of stock/discontinued

If you are unable to deliver items due to inadequate stock levels or the item being discontinued, you must cancel the affected items or quantities on the Orders page within The Range Marketplace system. The customer will receive an automated email to make them aware. This will count towards your cancellation SLA.