|Terms and Conditions
Statutory Right to Cancel
If you are a consumer and you order any item from us you have the statutory right within the United Kingdom to cancel the order and return any goods ordered in exchange for a refund. This statutory right of cancellation starts on the date that you submit your order and expires within fourteen working days beginning on the day after the day on which you receive the goods (hereinafter the “UK Statutory Right of Cancellation”).
To cancel your order you should notify us by email, fax or in writing, and send the goods back to us within twenty one days of the date of cancellation. You are responsible for ensuring that the goods are received by us and are not damaged in transit. Goods should therefore be securely packaged. We recommend that you return items using recorded delivery, for your protection.
You are also responsible for the cost of returning items to us, unless the items were incorrectly delivered on our part, or the items are damaged or faulty.
If an item is damaged on delivery to you, you should not sign for the item and the courier will return it to us.
If you have signed for an item and then later realise that it has been damaged, you should return the item with a returns form. Items should be securely packaged and any damage should be clearly indicated.
Russell Gas Online will replace the item or refund any delivery costs, along with the costs of the damaged goods for items which are not being replaced.
Any replacement items will be sent at no extra charge.
If you think that an item you have purchased from Russell Gas Online may be faulty, you can send it to us for investigation.
Please send the item packaged securely, with a clear indication of what the fault is and where it is located on the item. Any warranty information received with the item should be sent with it, where possible.
The item should be returned with a returns form attached.
Please note that investigations into faults can take some time, as goods may have to be sent to the manufacturer.
If goods are found to be faulty, you will be issued with a replacement item, a credit for the appropriate amount, or a refund when applicable.
If goods are found not to be faulty, they will be returned to you, and you will be liable for the costs incurred.
Please note, in each of our stores we have fully trained staff who will be able to look at most items and give you an indication of whether you will be given a replacement or refund.
Incorrect Items Ordered
If you have ordered the wrong item, you can return it to us. Items must reach us within 21 days of the date of delivery.
Please fill in a returns form and enclose it with your goods.
We will refund only the cost of the item, the customer will be responsible for any delivery charges and for any additional service charges.
If you would like a replacement item to be sent to you, you will be charged again for delivery.
Incorrect Items Sent
If we have sent you an incorrect item, please return it to us using a returns form.
Russell Gas Online will refund any postal charges that you incur sending incorrect items back to us, and will refund or replace the goods.
If you have been sent a damaged or incorrect item, we will send you a replacement item of the same value at no extra cost.
If you have ordered the wrong item and would like to exchange it, you will be charged for the delivery of both items.
If you do not want a replacement item for damaged goods or items sent incorrectly, or if there is not an appropriate replacement available, you will be given a full refund, including the delivery charges.
If we are replacing an item which was ordered incorrectly through no fault of Russell Gas Online, the customer will be liable for the delivery charges, and these will be deducted from your refund.
Statement of intent
We are committed to responsible management of personal information in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003.
Cookies are small pieces if data that are transferred to your computer’s hard drive through your web browser. This enables our system to recognise your browser.
If you leave your cookies turned on, you should always sign off when you are finished using a shared computer.