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Our Terms & Conditions as of 30th April 2008

These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights. These terms and conditions are subject to periodic change. Any changes will take effect on the date they are posted onto the site (see date above).

You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with those current at the time.

The Contract

After submitting an order to us you will be redirected to our trusted payment-processing partner (PROTX a partner of royal bank of Scotland Streamline) to allow you to provide your payment details in the most secure environment. nb. Streamline is part of the RBS (Royal Bank of Scotland) Group and is one of the largest Internet payment providers in the world. At no point do we store your credit/debit card details on our own computer systems.

You will receive an email acknowledgement of your order. This is not, at this point an acceptance of it.

Acceptance of your order and the creation of a legally binding contract between us, will only occur when we send you a second email, as confirmation of your order, which will contain details of how we will deliver your products to you.

We may decline all, or part of your order for any reason, in which case our third email will tell you so.

We will advise you if your payment details cannot be authorised for any reason, and may invite you to pay by another method.

Prices and Payment

All prices and charges on this site are shown in UK pounds sterling. They include any VAT payable, but exclude delivery charges, where applicable (for details see "Delivery" below).

The total cost of your order will be the price of the products you order, plus any delivery charge. All these will be set out clearly in your Shopping Basket before you submit your order.

Prices, offers and products are subject to availability and may change before, but not after, we accept your order. If something becomes unavailable, we may offer you an alternative.

We try very hard to ensure that all information on this site is accurate. However, occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we will tell you and ask whether you wish to continue with your order or cancel it.

We accept payment by Master Card, Visa, Delta, Switch, Electron, Solo and other debit cards. Payment is deducted when our partner payment provider processes your order.

Delivery Charges

We make every effort to keep our delivery charges as low as possible. Our charges depends upon the items in your order. You only pay one delivery charge, regardless of the number of products ordered:

When you add products to your Shopping Basket, the appropriate charge will be added automatically. You will always be able to see this charge before submitting your order.

How we Deliver

We will use either Royal Mail standard delivery services, or other courier service, dependent on the make-up of your order.

Delivery Times

Delivery times are calculated in working days. i.e. Monday to Friday inclusive. If you order after 4.00pm, please calculate your expected delivery time as though your order had been placed on the next working day. In the case of bank holidays, please allow an extra two working days.

We cannot be held responsible for delays or lost packages if an incorrect or incomplete address is supplied.

Where is my order?

Delivery Times are estimated at 1 to 3 working days within the U.K all though in some extreme cases delivery can take up to 7 days .

If your order has not arrived within (15 working days to UK ) after you receive an email from us informing you that your item(s) have been shipped please contact Customer Services.

Most "out of stock" situations are temporary and will usually be back available within a few days.

If you are unsure of whether an item has been shipped you can log in to My Account to check the status of your order. If the order has been processed, this means your order has been dispatched.

Only part of my order has arrived!

If you have ordered multiple items please be advised that they may not be packaged together, therefore you may not receive all of your items at the same time.

Important delivery information

Any Recorded delivery, or courier deliveries must be signed for. If you are out when they arrive, they will normally leave a card, detailing where the item may be collected, or with a contact number for you to call.

We do our best to meet the declared delivery times. However, occasionally delivery times may be effected by factors beyond our control and therefore we cannot guarantee them.

Return of Faulty Goods

If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt , exchange or refund. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery.

To qualify for a refund or exchange the product must be: In otherwise “as new” condition; and This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

To be assigned a Returns number, e-mail us at returns@rensu.co.uk or by phoning us on 01628 776075

Please arrange for return delivery to the following address:

Rensu Distribution Ltd
Unit 2 Priors Way Industrial Estate
Priors Way
Maidenhead
Berks
SL6 2HP

Please note that we cannot accept responsibility for items lost in the post without proof of postage. We advise all customers to use recorded delivery where possible.

Fraud/Verification Checks

From time to time, we receive possible fraud alerts regarding payments we are processing on the site. This is quite normal and can often be due to a mis-type postcode or a customer moving house etc. Depending on the circumstances, and for your security, we may place your order on hold temporarily whilst we carry out a simple verification of your details. This will quite often involve a very brief phone call from one of our operatives and is nothing to worry about.

General

These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Your data protection rights are set out in our Privacy Policy. These terms and conditions only cover the Rensu website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility, or liability for the content or operation of websites which are not under our control.

Security Advice

At rensu.co.uk the security of your transactions and personal information is our priority.

Be vigilant when giving out your personal information.

- rensu.co.uk will never ask for your rensu.co.uk account password or your bank account details by email.
- rensu.co.uk will never ask for your credit/debit card security PIN under any circumstances.

If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to rensu.co.uk for investigation.

This site uses a 268 bit SSL Certificate to offer secure communications by encrypting all data to and from the site.

You can click on the badge to the right to check the details. rensu.co.uk does not store any credit card details. You will be asked to re-enter your card details on every order.

How do I return an item?

Faulty products or incorrect items received can be returned for an exchange or refunded please fill our returns form

Damaged and Faulty Goods

If any item arrives damaged please contact customer services within 14 days of delivery for a Returns Authorisation. Claims of damaged items received after this period will not be authorised for replacement.

We test every item returned to us. Once received it will be tested by our independent test centre. A replacement will be authorised should a fault be found. In the event of a replacement not being available, a full refund will be issued.

If no fault can be found by our independent test centre, the item will be returned to you.

Complaints

Any complaints received about our service, by phone,e-mail,fax or letter, will be dealt with promptly.