Last Updated: Sunday, 12 January 2025.
At Reign Delivery, we strive to provide high-quality delivery services. However, we understand that sometimes things don’t go as planned. This Refund & Returns Policy outlines the process for obtaining a refund or resolution in cases of missing, incorrect, or unsatisfactory orders. By using our website (https://reigndelivery.com) and services, you agree to the terms outlined in this policy.
1. Refund Eligibility
We aim to ensure that our customers are fully satisfied. Refunds may be issued under the following circumstances:
- Missing Items: If you received an incomplete order, please notify us immediately, and we will investigate the issue.
- Incorrect Items: If you received an item that was not what you ordered, please contact us within 24 hours, and we will arrange for a refund or replacement.
- Damaged Goods: In cases where items arrive damaged or unusable, please contact us immediately, providing photographs of the damaged goods, and we will assess the situation for a possible refund or replacement.
- Late Deliveries: If your order arrives significantly later than the expected delivery time, you may be eligible for a partial or full refund. The exact eligibility will depend on the specific circumstances, such as the cause of the delay.
2. How to Request a Refund
To request a refund, please follow the steps below:
- Contact Our Support Team: Reach out to our customer support team at info@reigndelivery.com. Be sure to include the following details in your message:
- Order number
- A description of the issue
- Photos (if applicable)
- Any other relevant information
- Review and Assessment: Once we receive your request, we will review the details and assess whether a refund is warranted. Our team will contact you within 2 business days with the outcome.
- Resolution: If your refund request is approved, we will process it promptly. Refunds will typically be made to the original payment method within 3 business days.
3. Non-Refundable Situations
In certain cases, refunds may not be issued, including but not limited to:
- Change of Mind: If you decide you no longer wish to proceed with an order after it has been placed and confirmed, we cannot offer a refund.
- Incorrect Information Provided by Customer: If the customer provides incorrect delivery information that causes an issue with the delivery (e.g., wrong address, incomplete details), we will not be liable for a refund.
- Order Delivered as Requested: If the items delivered were exactly what was ordered and arrived in satisfactory condition, refunds will not be offered unless otherwise stated in this policy.
4. Replacements
In cases where your order is incorrect or damaged, we may offer a replacement item(s) instead of a refund, at our discretion. If a replacement is not possible, we will proceed with a refund.
5. Delivery Issues & Delays
While we make every effort to ensure timely deliveries, unforeseen circumstances such as weather conditions, traffic, or issues with our delivery partners may cause delays. If your delivery is delayed:
- Minor Delays: We may not offer a refund for short delays. However, we will make every effort to get your order to you as quickly as possible.
- Significant Delays: If your order is delayed for a significant period (e.g., more than 1 hour), you may be eligible for a partial or full refund, depending on the situation.
6. How Refunds are Processed
Once your refund request is accepted, we will issue a refund to your original payment method. Refunds typically take 3 business days to appear in your account, depending on your bank or payment provider.
If you paid by card, please note that the refund will be made to the same card used for the original transaction.
7. Customer Support Contact Details
If you have any questions or need assistance with a refund, please contact us using the details below:
- Email: info@reigndelivery.com
- Phone: +44(0)7 7650 63020
- Address: 124 City Road, London, England, EC1V 2NX
8. Changes to This Policy
We may update this Refund & Returns Policy from time to time. When we make changes, we will post the updated policy on this page and update the “Last Updated” date at the top. We encourage you to review this policy periodically.