Refund policy

30-day returns

You may request a return within 30 days of receiving your order. To begin a return, use the contact form on our website and include your order number and the reason for the return.

Unless an item is faulty, damaged or incorrect, it must be returned unused, in its original condition and, where reasonably possible, in its original packaging. You may inspect an item as you would in a shop, but we may reduce a refund if its value has been diminished by handling beyond what is reasonably necessary.

Do not return an item until we have confirmed the return instructions. Authorised returns should be sent to:

Rural Secure
S2S Utilities and Finance Ltd
9 Pen Y Cae
Abergele
Wales
LL22 9AX

Return postage

Customers are responsible for the cost and safe return of change-of-mind returns. We recommend using a tracked service. Where goods are faulty, damaged in transit, incorrectly supplied or otherwise do not conform to the contract, we will arrange or reimburse reasonable return costs as appropriate.

Faulty, damaged or incorrect goods

Please inspect your order when it arrives and contact us through the website contact form as soon as possible if an item is faulty, damaged or incorrect. Photographs or other information may be requested so we can resolve the issue. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Items that cannot be returned

We cannot accept change-of-mind returns for bespoke or personalised products. Items that have been installed, altered or damaged after delivery may not qualify for a full change-of-mind refund, although this does not affect your rights where goods are faulty or not as described.

Refunds

Once returned goods have been received and inspected, we will confirm whether the refund has been approved. Approved refunds will be made to the original payment method without undue delay and normally within 14 days of receiving the goods back, or receiving evidence that they have been returned. Where required by law, the original standard delivery charge will also be refunded.

Cancellation form

You may cancel by using our website contact form or by sending the following information: your name and address, order number, items being cancelled, date ordered, date received and a clear statement that you wish to cancel the contract.