Customer Support

Hi, we’re here to help.

Don’t worry you won’t be speaking to a bot or any automated script—we’ll have real people ready to support you. When you reach out, you’ll be in touch with one our outstanding team members in sales, account management, order fulfilment, training, or CPD. Our team have all the skills and knowledge to help resolve any question or concern, doing what even the smartest robots can’t: understanding you and finding the best solution.

Returns & Errors Making a Complaint Export Customers Quotation Request

Customer Service Excellence

Our customer service team continues to uphold the prestigious Customer Service Excellence Standard award – a true testament to their dedication, professionalism, and the care they put into every customer interaction.

View Certification

Returns & Errors

Register your return or tell us what went wrong.

Just send us your order number and reason for returning. Here’s what we can do for you:

  • Complete satisfaction – We aim to get every order right, but if there’s an issue, please notify us within 30 days of delivery - we’re here to help
  • Easy replacements – If any goods are damaged, faulty, or incorrect, we’ll resolve, replace, or refund it
  • Quick fixes for delays – If delivery took longer than expected, we’ll work with you to find a fast solution.

View our returns policy for full details.

Start the process

Making a Complaint

We check and make sure that every complaint is resolved to our best capabilities within 24 hours of receiving it. Your feedback is a crucial part of addressing and identifying the issues and problems and effectively helping us improve in the future.

Feel free to contact us via:

Email Webform

Complaints Policy

We truly care about customers, and making sure that they’re happy is our no.1 priority. By continually reviewing our processes and ensuring we deliver the best possible service, there still may be times where we have fallen short. Don’t feel judged, please let us know what we’ve got wrong, and will do our best to resolve it. By doing so, we can learn from our mistakes and ensure it won’t happen again.

For full details, please read our full complaints policy.

Export Customers

If you’re from outside of the UK, you can still register and activate an account online.

In order to do so, you’ll need to provide your account and full address (postcode, zip code, or equivalent). If you have no access to this information, please contact our export department, who will gladly set your account up for you. The correct shipping and VAT options must also be selected.


Rapid does not sell toxic gases, explosives, organic peroxides, infectious or radioactive material, and fully complies with UK government regulations relating to the transport of dangerous goods.

However, certain products, such as PCB equipment, products with lithium and/or lithium Ion, sealants, solvents, adhesives or products contained within aerosols, are of a flammable or potentially harmful nature and we are unable to ship them overseas. We apologise for any inconvenience that this may cause.

Orders being despatched outside the UK will be made in one shipment. If orders contain items that are not currently in stock, the order will not be despatched until all items are ready to be shipped.

Customers from outside the UK are entitled to apply for credit facilities with Rapid. When processing applications, a number of factors will be taken into consideration, such as the territory in which the customer resides, their level of spend and length of custom.

Export customers can request to return an item if it is faulty, damaged or part of an incorrectly picked order.

There is no minimum order value for export customers.

For all orders under £/$/€1500 (including shipping and VAT if applicable) customers may pay by credit or debit card through our secure online payment system.

If the total value of your order is over £/$/€1500 (including shipping and VAT if applicable) payment is by bank transfer. During the checkout process, customers will be provided with a reference number to be quoted on the payment. Ensure you submit the order and see the order confirmation page.

Your order will not be despatched until payment has been received.

Free postage and packing is only applicable to UK mainland and UK Offshore orders over £30 (except UK Offshore orders over 1kg in weight where P&P is charged at £9.00 + VAT. UK Offshore territories are the Channel Islands, Scottish Isles, Isles of Scilly and Isle of Man).

The amount it costs to deliver to addresses outside the UK will vary according to destination and the size and weight of the goods. The delivery stage of the checkout process provides the shipping costs for your order, based on the rates of our international carrier. Please ensure you select your country when entering your address details. Customers can request a tracking number to follow the progress of their delivery.

Shipping times will be dependent on the size and weight of the goods, the method of transit and the territory to which the package is being delivered, but for further information customers can refer to the DHL website

To view prices of products in Euros or US Dollars, click the Currency link above the Shopping Basket. Select the USD ($) or EUR (€) options.

Quotation Request

We’re here to help! Click the button below to fill out the form, and one of our sales team members will get in touch as soon as possible.

We aim to provide quotes within 24 hours, ensuring you receive tailored solutions quickly.

Please provide any additional supporting information, if possible.

Request a quote


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