Delivery

Delivery & Shipping Terms

1. Where We Deliver

We currently ship to addresses within the United Kingdom only.

If you require delivery outside the UK, this must be arranged in advance. Where international delivery is agreed:

  • You are fully responsible for all import duties, taxes, and customs charges, including any fees for customs paperwork.
  • RALfixings accepts no liability for customs delays or additional costs associated with international shipments.

2. Delivery Timescales

Our products fall into two categories: in-stock and made-to-order (bespoke) items.

In-Stock Items

  • Usually dispatched within 1–2 working days.
  • Delivery typically takes 1–3 working days from the dispatch date.

Powder Coated / Made-to-Order Items

  • Typically dispatched within 3–5 working days, but may take up to 10 working days during busy periods.
  • Delivery typically takes 1–3 working days after dispatch.

All quoted times are estimates, not guarantees. Delivery times may be affected by stock availability, courier performance, weather, or other factors beyond our control.

3. Shipping Costs

  • Shipping charges are based on order weight and destination.
  • The exact shipping cost will be shown at checkout before payment.
  • Additional shipping charges may apply to remote areas or multiple consignments.

4. Tracking and Responsibility

All orders are shipped via tracked courier services to ensure maximum security and visibility.

Once your order has been dispatched:

  • You will receive an order dispatch email letting you know your order is on it's way, and another email from Royal Mail or the chosen courier with your tracking information. If you have supplied a UK phone number you may also recieve a tracking text from Royal Mail or the chosen courier.
  • Responsibility for the goods passes to you upon dispatch.
  • RALfixings is not liable for loss or damage in transit. Please contact the courier directly with your tracking number if issues arise.

5. Missed Deliveries or Delays

If your parcel cannot be delivered and is returned to us:

  • We can resend it, but an additional delivery charge will apply.
  • We are not responsible for courier delays or failed delivery attempts.

If your order hasn’t arrived within the estimated delivery window, please contact us as soon as possible at info@ralfixings.com.

Order Amendments & Cancellations

Changing an Order

We begin preparing orders quickly — especially made-to-order items.

  • If you need to amend your order, please contact us within 24 hours or as soon as possible.
  • After this period, it may be too late to make changes as your order may already be in production or dispatched.
  • If you wish to add items, and your order hasn’t yet shipped, we may be able to combine them. Otherwise, a new order (and delivery charge) will apply.

Returns & Refunds

1. Your Right to Cancel – B2C Customers Only

Under the Consumer Contracts Regulations 2013, B2C customers have the right to cancel certain purchases made online within 14 days of delivery.

However, this does not apply to:

  • Bespoke or made-to-order goods — including all powder coated screws and fixings manufactured specifically for your order.

If your order includes stocked items only, you may cancel and return those goods within 14 days of receipt. You must:

  • Inform us in writing via email within 14 days.
  • Return the goods at your own cost, in their original condition and packaging.
  • Ensure the items are received by us within 30 days of delivery.

We recommend using a tracked and insured delivery service for any returns, as we are not responsible for items lost or damaged in return transit.

2. Faulty or Incorrect Items

If you receive goods that are:

  • Faulty, or
  • Incorrectly supplied (e.g. wrong size, colour, or product)

Please notify us within 30 days of receiving the goods.

We will:

  • Replace the items where possible, or
  • Issue a refund if replacement is not appropriate.

You may be asked to return the faulty items for inspection before a refund or exchange is processed.

Once screws have been installed or used, they cannot be returned or refunded, unless faulty.

3. Refund Processing

  • Refunds (where applicable) are processed within 5 working days of receiving the returned items.
  • Refunds are only issued to the original payment method.
  • Refunds cannot be made to a different card or by other means.
  • Delivery charges are non-refundable unless your entire order was cancelled before dispatch or the goods were faulty or incorrect.

Returns Address

To return items, please send them to:

FAO: Dan Mitchell
RALfixings Ltd
Unit 1 Farm supplies yard
Santa Fe Farm
Lyne Lane
Chertsey
KT160AW

B2B Orders & Restocking Fee

The rights described above apply primarily to consumers (B2C). If you are a business customer (B2B), statutory cancellation rights under the Consumer Contracts Regulations do not apply.

Returns from business customers are accepted at our sole discretion, and only if agreed in writing before the goods are returned.

All authorised B2B returns are subject to a 15% restocking fee, which will be deducted from the final refund amount. This fee covers the cost of inspection, repackaging, and administrative processing.

Returned goods must be:

  • In resaleable, unused condition
  • In their original packaging
  • Returned at the buyer’s expense via a tracked delivery service

We do not accept returns of any bespoke or made-to-order products under any circumstances unless the item is faulty.

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