Returns Policy

 

Regin Products Ltd – Returns Policy & Procedure

At Regin Products Ltd. we’re committed to providing high quality, well made products that perform as expected and meet or exceed your expectations.

Should you need to return a product to us then please follow the steps below.

Faulty Items.

Most of our products are sold with a 12-month warranty against malfunction due to a manufacturing fault or breakdown cause by normal use.

This warranty does not cover misuse, neglect or where a repair has been attempted by a person not authorised by Regin.

To return a faulty product that you believe is covered under the terms of the warranty (Excluding REGXA1 and REGXE31).

  1. Contact Regin by calling 01480 412415 to discuss the issue as there may be a rectification that can be completed over the telephone.
  2. If this is not possible you must return the item AT YOUR COST to us for the attention of Mr. Ian Simpson (Returns Manager). Units 8 – 13 Tower Square, Huntingdon. PE29 7DT. You must include:
    1. The original receipt or delivery note showing date of purchase.
    2. A brief description of the fault.
    3. Contact details where we can obtain further information or where we can return product to.

  3. For some products we may ask you to return these to a third party we have an arrangement with to carry out warranty work on our behalf. If this is the case you agree contact them using the details we provide.
  4. Upon receipt of the faulty item we will assess the fault, check the date of sale and also the condition of product to make sure it does not show signs of misuse, neglect or tempering. We will then, where possible look to repair the item at our cost. If this is not possible, we will, at our sole discretion:

    1. replace the item with one of identical or better specifications
    2. issue a Credit Note to the merchant.

*** If this return is via the stockist we recommend that they do not offer a Credit Note or a replacement product until we have completed our assessment as we may be able to fix the original item, or issue a replacement, which will be returned to them ***

  1. We will return any repaired products at our cost to either the stockist or end user as agreed.

To return a faulty REGXA1 or REGXE31 that you believe is covered under the terms of the warranty.

The REGXA1 (Regin One Click Ratio Analyser) and REGXE31 (Regin Digital Manometer) are both manufactured to our specification in the UK by Kane International.

Part of the agreement we have with Kane is that they will look after the Technical Advice and Warranty on these products directly.

 

If you have an issue with your XA1 or XE31 please follow these steps:

 

  1. Contact Kane Technical on 0800 059 0800. They will initially try to resolve the issue by telephone as many common issues regarding these products can be remedied in this way (such as cleaning the filter or draining the tank).
  2. If this is not possible Kane will discuss the process for getting the unit back to them for repair or, if this is not possible, a replacement.

 

*** If this return is via the stockist we recommend that they do not offer a Credit Note or a replacement product until we have completed our assessment as we may be able to fix the original item, or issue a replacement, which will be returned to them ***

The Kane Technical team are excellent and have a far better technical understanding of these devices than we do at Regin. If however you are unhappy with the service you receive from Kane, please do not hesitate to contact us.

  

Restocking and Stock Cleansing

 

Restocking a single item or single line of an order within 2 weeks of delivery.

 

When goods are sold to business customers Regin has no obligation to the customer to restock unwanted or unsold goods. It may, at its total discretion, allow a customer to return one or more items to be restocked.

 

The restocking process must be adhered to as follows:

 

  1. Before any goods are returned for restocking the customer must discuss this with us by calling 01480 412415 and we must agree to the restocking in principle.
  2. The goods must be returned us with 2 weeks of the date of receipt, unopened, unused and in their original packaging which must be in the same condition it was sent out. It must be able to be resold without further packing requirements. Returning the goods to us is at THE CUSTOMERS COST.
  3. Providing steps 1 & 2 are complied with in full, Regin will issue a Credit Note for the full value of the goods less our standard carriage cost the refund would have the effect of reducing the original order below the carriage paid threshold.

 

Note 1: Any bulk orders or in cases where goods have had to be specially ordered in for a customer and are then returned, an additional deduction may be applied to any refund given.

Stock Cleansing or restocking multiple items or if 2 weeks has passed from receiving the goods

The following process must be adhered to:

 

  1. Before any goods are returned the customer must discuss this with us by calling 01480 412415 and we must agree in principle to this.
  2. The goods must be returned to us at THE CUSTOMERS COST. A manifest must be sent to sales@regin.co.uk in Excel tabulated format containing details of Product Code, Description, Quantity & Net Price.
  3. Upon receipt of the goods Regin will evaluate the goods. In doing so it will:
    1. Highlight lines that are obsolete or have been superseded. These will not be accepted for restocking.
    2. Highlight items that need to be repacked either because the packaging is damaged, decoloured, dirty or ‘scruffy’
    3. Highlight lines that can be resold with no, or very little, work needed.

  4. We will then make an offer of the net value we are prepared to offer for all of the items in category 3b & 3c.
  5. The goods will then be placed in quarantine in our warehouse pending your decision from the following:

    1. Collect all of the goods at YOUR COST and reject the offer
    2. Accept the offer given for the items in 3b and 3c and either arrange collection, at YOUR COST, for the items in 3a or ask us to dispose of them.

  6. Once you give your decision, in writing, we will finalise the restocking process and prepare the goods for resale.
  7. Unless otherwise agreed in advance of accepting the offer, all refunds made under this section will be conditional on your placing a new order with Regin for an amount equal or greater than the offer amount accepted in 5b. Regin will ONLY issue a credit note when and order for such an amount is dispatched to you.

 

Note 2: Any items sold with a Calibration Certificate must be returned within 1 months of the date of the certificate being issued and with the certificate enclosed. A reduced refund may be given if this is not the case to cover the recalibration and recertification of the unit.

 

Note 3: Regin decision on the quality of the returned items, their packaging and whether they would be happy to resell it is at its sole discretion.

 

Regin Products Ltd has the right to refuse to restock or allow a stock cleanse at its sole discretion and may make changes to this Policy and Procedure at any time without giving notice.

 

Please note, by us allowing a restock does not mean that this option will be granted in future requests which will all be considered at our total discretion. 

 

Nothing contained in this Policy or Procedure affects your statutory rights.

 

Effective From Date: 01/05/2020

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