Returns & Refunds Policy
To make a purchase simply browse our online catalogue and add any products you wish to purchase to your shopping cart; your cart will display the total amount of the goods you have ordered and will give you the opportunity to select your shipping destination from a box in order to display the appropriate rates of shipping. Once you have finished selecting the items that you wish to purchase click on “Checkout” to provide your contact details, choose your payment method and complete your order. Should we be unable to supply a stock item we will contact you to give you the option of cancelling any such items or placing them on back order. Should you wish to cancel the item we will refund you immediately, likewise you are legally entitled to cancel your order and receive a full refund.
Our prices are displayed in Pounds Sterling excluding 20% VAT (Sales Tax) & shipping costs. VAT is included in all orders to customers in the EU but will be removed from orders supplied to non-EU Countries and the correct totals will automatically be calculated by our Shopping Cart during the checkout process. We are happy to supply VAT invoices upon request (please email us or leave a note at checkout); our VAT registration number is 182 2843 03.
We accept payment for UK and International orders in the online store via Streamline/WorldPay; you can pay for your order using a credit or debit card or PayPal. Streamline/WorldPay manage your credit/debit card details on their own site and they are not stored or held on The Rocket Reel Company LTD’s system at any time. We can however accept payments over the telephone.
International shipping options to the countries listed below are available in our cart system however oversees customers should note that import or other duties on the consignment may be levied by authorities in their own Country which are the responsibility of the customer and will not be paid by The Rocket Reel Company LTD.
Afghanistan, Akrotiri, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Ashmore and Cartier Islands, Australia, Austria, Azerbaijan, Bahamas, The, Bahrain, Bangladesh, Barbados, Bassas da India, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, Brazil, British Indian Ocean Territory, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burma, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Clipperton Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Democratic Republic of the, Congo, Republic of the, Cook Islands, Coral Sea Islands, Costa Rica, Cote d’Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Dhekelia, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Europa Island, Falkland Islands (Islas Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern and Antarctic Lands, Gabon, Gambia, The, Gaza Strip, Georgia, Germany, Ghana, Gibraltar, Glorioso Islands, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Heard Island and McDonald Islands, Holy See (Vatican City), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Jan Mayen, Japan, Jersey, Jordan, Juan de Nova Island, Kazakhstan, Kenya, Kiribati, Korea, North, Korea, South, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Federated States of, Moldova, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nauru, Navassa Island, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paracel Islands, Paraguay, Peru, Philippines, Pitcairn Islands, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Russia, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia and Montenegro, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia and the South Sandwich Islands, Spain, Spratly Islands, Sri Lanka, Sudan, Suriname, Svalbard, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tromelin Island, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, Wake Island, Wallis and Futuna, West Bank, Western Sahara, Yemen, Zambia, Zimbabwe.
The bulk of our orders are dispatched via Royal Mail and are priced according to size, value and weight. Customers may choose their choice of shipping method from the list displayed during the checkout process and all shipping costs include postal insurance for the full value of the goods. We do our very best to ensure that all orders placed before 2pm are dispatched the same day however we cannot guarantee delivery times due to inconsistencies in Royal Mail’s delivery times. Orders placed on weekends or public holidays will be dispatched on the next working day. Please note that The Rocket Reel Company LTD is a mail order only company; we have no retail showroom and can only accept personal callers in very exceptional circumstances.
We want to ensure that our customers are happy with the products that we sell. Should any items become faulty during use please contact The Rocket Reel Company LTD to discuss the options for repair under warranty or replacement; should you decide to accept a warranty repair on any item your statutory rights are not effected in any way. Should we require the return of a damaged item then The Rocket Reel Company LTD will compensate you fully for the cost of return postage when we receive the item.
All orders are covered by full insurance; if your order is dispatched and does not arrive we will refund you the full amount of your order, including postage and packing costs once the required waiting time (defined by Royal Mail) has passed. Currently UK items are declared officially lost by Royal Mail 15 working days after the due date of delivery in the case of First Class items and Standard Parcels and 10 working days in the case of Next Day deliveries. For International orders the waiting times are 20 working days for items to European destinations and 25 working days for items to Non-European International destinations; please note that these waiting times are set by the UK postal service and not The Rocket Reel Company LTD and are therefore out of our control.
Should any items of your order be damaged in transit The Rocket Reel Company LTD will replace or refund those items without delay at our cost; we do ask that the customer provide us with sufficient evidence to make a damage claim from the postal service in these circumstances. We may also ask you to return the items to us in some cases. Please ensure that you supply the correct address details with your order and update your address in the members area when necessary as we are unable to refund customers for orders lost as a result of The Rocket Reel Company LTD being supplied incorrect details by the customer.