Delivery & Returns

We offer a range of delivery options, depending on the price and weight of your order, the delivery address and the speed with which you require the goods. We pride ourselves on our excellent customer care and after-sales policy. However, you are entitled to return your goods if they are faulty or your order has been incorrectly assembled. If you have any queries relating to your order or the service that you have received, please contact our Customer Services staff. They will be happy to advise of what needs to be done and what actions are being organised to resolve your query.

We shall despatch goods by First Class post or Carrier to UK-based customers. Goods are normally despatched on day of receipt of order if received before 5pm (excluding weekends, UK bank and public holidays). If you require guaranteed delivery the next working day, please select a specialist carrier delivery service when you order (see below).

Our standard Postage & packing, unless otherwise shown, is charged at £5.00 (+VAT) on all UK mainland orders under £30 in value (excluding VAT).

UK mainland orders over £30 (excluding VAT) receive free P&P, unless they weigh over 70kg, in which circumstances an additional delivery charge may apply.

Please note: UK Offshore deliveries that exceed 1 kg will be charged £9.00+VAT.

Please see the Export Customers menu for Delivery and Returns information for customers from outside the UK.

We do not have a minimum order value for orders delivered to addresses within the UK Mainland and countries within the European Union. Orders shipped to countries outside the EU have a minimum order value of £25.

All UK mainland orders over £30 (excluding VAT) and under 70kg in weight qualify for Free P&P. UK mainland orders placed below £30 (excluding VAT) are subject to a £5.00 + VAT P&P charge. This charge covers the cost of processing, packing and delivering your order.

All items under 1kg in weight and less than £60.00 (excluding VAT) in value will be despatched by first class post. All items over 1kg in weight or valued £60.00 (excluding VAT) and over will be despatched by our preferred carrier, which aims to deliver in 1-2 working days.

UK Offshore deliveries are subject to the UK mainland charges above, except 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.

In the event that you notice a problem with your order when you receive it, please notify us within 30 days of delivery. We will replace any goods that are incorrect, damaged or faulty on receipt, issue a refund or make good any shortage or non-delivery.

With non-defective goods you must contact us within 30 days of receiving the goods, you then have a further 14 days to actually send the goods back. Goods should be returned first class with proof of posting and the Customer is responsible for payment of all postage costs. The goods must be returned undamaged and in their original packaging. Please see our Returns Policy for full details. When returning an item you may choose whether you would like the goods replaced or a refund issued. Rapid may choose to collect any faulty items for inspection. If this cannot be done, we will refund the value of the missing or defective items.

Instructions for returning an item

1. If your order was placed online click the Returns & Errors link in the footer of the website. Enter your web order number or sales order number and your email address. Once this information is submitted, follow the on screen instructions.
2. If your order was offline please contact our Customer Services department on customer.services@rapidonline.com to request a Returns Material Authorisation number, stating your invoice or sales order number and the reason for the return.
3. We will email the RMA number to you. When you return the goods, please quote the RMA number as a reference.
4. The goods should be returned in their original packaging. Ensure the goods are securely packed to avoid damage during transit. Your right to a refund or credit could be affected if the goods are not returned in a saleable condition.

If a product develops a fault during the guarantee period, then we will arrange to have the unit repaired where possible or, if this cannot be done, replaced.

You may return faulty or damaged items to us at your expense and we will refund the cost, but only up to a maximum of £7.95 (our carrier cost). Please note that proof of postage will be required - please request this at your Post Office when sending the goods.

You may also return items that are not damaged or defective. We will not refund the cost of postage of these items unless otherwise agreed by us. The returned items must be in a saleable condition so may not be used or opened.

Software may not be returned unless there is a defect with the media on which the software is supplied.

Returns of non-RoHS compliant goods will not be accepted under any circumstances.

Please note: If you are returning items from a business or educational establishment as a result of an error on your behalf, will be subject to a handling charge (Returns above £250 = £25 H/C, £25 - £250 = £5 H/C, Below £25 = £2 H/C, Pallet = £60 H/C, Dropship = supplier charge applied).

For more detailed information concerning Rapid’s conditions of sale, please refer to our Terms & Conditions. These guidelines do not affect your statutory rights as a consumer.

Goods despatched by First class post will not require a signature. However, goods over 1kg in weight, above £60 (ex VAT) in value or despatched by our express delivery service will require a customer signature upon delivery. If the customer is not present, the driver will leave a card with the address of the collection depot; follow instructions customers have requested for a particular order (e.g. ‘leave parcel with a neighbour’), or use a secure home delivery facility.

Specialist carrier delivery within the UK mainland* normally ensures delivery the next working day** after the order being placed. Orders must be placed by 5pm, Monday to Friday. The charges for this service are:

• Before 8pm next working day - £7.95 + VAT
• Before noon next working day - £14.95 + VAT

UK mainland only, all prices shown are ex-VAT.

Please note, if placing an order on a Sunday, you can expect to receive your items on Tuesday, when selecting next working day delivery. If you select a specialist carrier delivery service on a Bank Holiday, you can expect to receive your items on the second working day after you place the order.

* Restrictions apply to some areas of UK mainland which will affect delivery times for specialist carrier delivery services. Next working day delivery services are not available to addresses containing the following postcodes: AB1-AB16, AB21-AB25, AB30, AB31-AB56, BT, DD, DG, EH, FK, G, GY, HS, IM, IV1-IV28, IV30-IV32, IV36, IV40, IV41-49, IV51, IV52-IV54, IV55-IV56, IV63, JE, KA, KA27-KA28, KW1-KW14, KW15-KW17, KY, ML, PA1-PA19, PA20, PA21-PA38, PA41-PA49, PA60-PA78, PH1-PH3, PH4-PH41, PH42-PH44, PH49-PH50, TD, ZE. Next day delivery services are also not available to the Republic of Ireland. If in doubt please call 01206 751166 for details.

** Saturdays, Sundays and UK bank and public holidays are not classified as working days.