Returns
Returns policy
Routeco has followed up its commitment to listen to our customers by making it easier to return stocked products, by offering a refund on goods returned within 14 days of receipt.
The main requirements are that goods must be in a resalable condition with seals intact and no markings on the packaging.
We are unable to accept returns for non-stocked goods where our supplier treats the product as non-returnable (these will be marked with the symbol ^ on our paperwork).
You can view our full return policy below.
Returns process
2.
You will be sent a Return Confirmation email (to print and attach to the product(s) you're returning)
3.
If the return is required due to a Routeco error, we'll be in touch to arrange collection at no cost to you
Request a Return
Please do this via our Returns Portal:
Returns portal
Full Returns policy
Routeco has followed up its commitment, to listen to our customers, by making it easier to return stocked products, by offering a refund on goods returned within 14 days of receipt.
The main requirements are that goods must be in a resalable condition with seals intact and no markings on the packaging.
We are unable to accept returns for non-stocked goods where our supplier treats the product as non-returnable (these will be marked with the symbol ^ on our paperwork).
You must complete the Returns Portal within 14 days of receipt of goods and tick to confirm that you accept the conditions of Routeco returns policy. A link will be sent to you by email. Once Routeco are in receipt of the request you will be issued with a RN number – this will be quoted on the returns document sent to you.
The RN number does not mean that the product will be accepted, as all returns are subject to inspection.
Where the return is due to a Routeco / Routeco supplier error, items will be collected for inspection via courier or your local Service Centre.
Where the item has been ordered incorrectly by yourselves, or is surplus to your requirements, you must arrange for the items to be returned to the Customer Service Department at the address detailed below within 14 working days.
Customer Services Department
Routeco Limited
Davy Avenue
Knowlhill
Milton Keynes
MK5 8HJ
*PLEASE USE ADDITIONAL PACKAGING TO AVOID DEFACING ORIGINAL*
You will be advised if any handling charges are applicable. This is based on stock status, manufacturer return policy, condition of goods returned and time period.
Items will NOT be accepted where:-
The original packaging has been destroyed, damaged or defaced. Factory seals have been broken or the product installed.
The items are classed as non-stock either by Routeco or their suppliers, together with those marked ^ on the original order confirmation, sales invoice or delivery note.
Items returned without an authorisation number, as they will be rejected and returned to you immediately.
Routeco reserve the right to return to you any items that are found to be in any way contrary to the details supplied.
NPSR – (New Product Satisfaction Return) Rockwell product
For Rockwell products that have been delivered “Dead on Arrival or faulty within 24 hours”, Routeco will send you a link by email for you to complete on the Portal. Routeco will then arrange the replacement item and collection of the faulty part.
You must complete the Portal link that will be sent to you, within 14 days and tick to confirm that you accept the Routeco returns policy.
Please make sure that all information is correct for delivery of replacement and collection addresses.
You can also notify your local Service Centre or with additional details within the Portal, of any special requirements i.e. closing times, specific contact details.
Warranty - Rockwell
For Rockwell product where the item is faulty within Warranty, but outside the initial 24 hours of operation, our local Service Centre will send you the Rockwell warranty paperwork and proof of purchase. The completed paperwork should then be sent direct to Rockwell together with the proof of purchase. Please note that a purchase order number will be required to cover non-return of goods. Replacements will be delivered by Rockwell and they will arrange collection of the faulty product.
Faulty products – other suppliers
In the first instance you should contact your local Service Centre to initiate the return, there are a varied number of suppliers and they have differing parameters.
Version: December 2022