FAQ

Got a question? Have a look at our most FAQ’s below for a quick answer to your query.

Still can’t find what you are looking for? Please contact our customer services team on [email protected] or phone our free call number 08081 691094 – our opening hours are Monday to Friday 7.30 to 5.00pm.

General information

Can I cancel an order?

Pre-despatch – If you cancel your order prior to the goods being despatched, we will cancel the order and all monies – including any delivery charges – will be refunded to your account normally within 5 working days (if they have been deducted from your account).

Post-despatch – If you wish to cancel your order after we have despatched it because you have changed or mind or the goods are not what you expected, you may return them to us up to 30 days after you receive them. Please notify us within the 30 day period that you wish to return them.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Goods should be returned in an un-used state and in the original, undamaged packaging.

Please include a copy of the returns label in the packaging - failure to do so may delay any refunds being made.

Once we receive the goods back we aim to refund the price of the goods plus standard postage within 5 working days.

Please note, returns in this instance will be at your cost and we recommend you use a signed for service, for your security.

Can I change an order?

Pre-despatch – If you wish to change your order prior to it being despatched, please contact our customer services team on [email protected] with any changes you wish to make and we will be glad to help you.

Post-despatch – If the goods have already been despatched then you will need to follow the procedure outlined in our “Can I cancel an order” section, return the un-wanted items and re-order the correct ones.

I have ordered the wrong item, can I return it?

We want you to be entirely satisfied with your purchase and therefore we offer a 30 Day Money Back Guarantee, so if you have changed your mind or have ordered the wrong items you may return them to us up to 30 days after you receive them. Please notify us within 30 days of receipt of your delivery that you wish to return them.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Please include a copy of the returns lable in the packaging of the items you wish to return.

Goods should be returned in an un-used state and in the original, undamaged packaging with all the component parts and any promotional items received.

Once we receive the goods back we will send you a confirmation e-mail to say the goods have been returned safely.

We aim to refund the price of the goods within 5 working days. Please note, returns in this instance will be at your cost and we recommend you use a signed for delivery service for your peace of mind.

How do I know my order has been received?

Once you have placed an order with us we will e-mail you confirmation of receipt of your order and the items you have purchased.

Additionally, if you have created an account with us you can log into your account and go to the “My Orders” section where you can view your order status.

How do I check the status of my order?

We will keep you up-to-date with the status of your order by e-mailing you confirmation of the receipt of your order and of its despatch.

Additionally, if you have created an account with us you can log into your account and go to the “My Orders” section where you can view your order status.

If you have not created an account with us, then please contact our customer services team on [email protected] with the details of your order and they will be glad to assist you

How can I check my order history?

If you have created an account with us you can log into your account and go to the “My Orders” section where you can view your order history and also place a repeat order.

Do you offer a guarantee?

Yes we offer two types of guarantees on most of our items - our 30 Day Money Back Guarantee if you change your mind, and a 12 month warranty.

In addition, many of our products have extended manufacturer guarantees which will be clearly stated next to the item – though please bear in mind that there may be terms associated with these guarantees and you may have to register the product with the manufacturer for it to be effective.

What payment methods do you accept?

We are able to accept all major debit and credit cards including; Visa, MasterCard, Switch, Maestro and Solo.

We are also able to accept payment through your PayPal account.

All card payments are taken through Sage Pay which has the highest level of card data security compliancy – PCI DSS Level 1. Ensuring your security at all times.

No card details are stored on The R&M Marine & Industrial site, or by R&M Electrical Group Ltd.

Can I order by telephone?

If you prefer to place your order by telephone please contact our customer services department on 08081 691094 between the hours of 7.30am and 5pm who will be able to help you.

Do your prices include VAT?

Please use the toggle button at the top of the site to see either our prices including VAT or excluding VAT.

Do you offer trade accounts?

R&M Marine & Industrial are able to offer trade accounts and credit accounts, subject to customer status. Please contact our customer services team on 08081 691094 Monday to Friday 7.30am to 5.00 pm or e-mail us on [email protected] for further information.

Delivery Information

How long does it take for items to be delivered?

Standard delivery is usually within 2 working days if your order is placed by 2 pm.

Working days are classed as Monday to Friday and do not include bank holidays or weekends. So if you place your order before 2pm on a Tuesday in the majority of cases it will be with you by Thursday.

Whereas, if you place an order with us on a bank holiday Monday before 2pm your order will be despatched to you the next day and using standard delivery you should receive it on Thursday.

As we use a third party courier we are unable to guarantee delivery times and therefore would recommend that you do not engage the services of an electrician etc. until you receive the items and have checked them thoroughly.

Please note that although we are able to deliver to most parts of the UK within 2 working days - there are a few exceptions - please see below.

Can I have my delivery quicker than your standard 48 hour service?

If you require a next day delivery or a pre 10.30 am next day delivery please choose this option at the checkout. Please note that there is an additional charge for this - £7.50 for a next day delivery and £12.50 for pre 10.30 a.m deliveries).

Please note this option applies to UK deliveries only.

How much does UK delivery cost?

We offer a free standard UK delivery service for orders over £100 to the majority of delivery areas within the UK. There are a few exceptions to this so please refer to the table below for exclusions.

For orders under £100 there will be a small order charge of £5.00 to the majority of delivery areas within the UK - with a few exceptions - please refer to the table below.

Do you deliver to my area?

Although the above delivery rules are applicable to the majority of the British Isles within 2 working days, we are unable to guarantee a 48 hour deliver to the following post code areas.

Post codes affected include:

AB (36-38)	GY (1-99)	JE (1-99)	PA (60-78)	TR (21-25)
AB (55-56)	HS (1-9)	KA (27-28)	PH (18-26)	ZE(1-3)
BT (1-99)	IM )1-99)	KW (1-17)	PH (30-44)
FK (17-99)	IV (1-99)	PA (20-49)	PH (49-50)

Additionally, these areas will incur delivery charges of £5.00 regardless of the order value.

Please contact us if you require your order to be delivered outside of the UK.

If you have any queries regarding your delivery destination please contact our customer services team on 08081 691094 Monday to Friday 7.30am to 5.00 pm or e-mail us on [email protected].

Are you able to deliver outside of the UK?

Please contact our customer services team on 08081 691094 Monday to Friday 7.30am to 5.00 pm or e-mail us on [email protected] if you require delivery outside of the UK.

Do you deliver to BFPO postal areas?

We are able to deliver to BFPO post codes but are unable to guarantee a 2 working day delivery.

My order is showing as despatched but I haven’t received it yet?

In the unlikely event that your order does not arrive please contact our customer service team on [email protected] or phone us on 08081 691094 quoting your despatch number reference.

Please note business hours are Monday – Friday 7.30 am to 5.00 pm.

Returns, Incorrect & Faulty Items

How do I return an item?

R&M Marine & Industrial offers a 30 Day Money Back Guarantee, so if you have changed your mind or the goods are not what you expected you may return them to us up to 30 days after you receive them. Please notify us within 30 days of receipt of your delivery that you wish to return them.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Please include a copy of the returns label in the packaging of the items you wish to return.

Goods should be returned in an un-used state and in the original, undamaged packaging with all the component parts and any promotional items received.

Once we receive the goods back we will send you a confirmation e-mail to say the goods have been returned safely.

Do I have to pay to return an item?

Yes, you are responsible for the cost of your return unless the item is faulty, damaged or incorrect in which case we will reimburse all your postage costs.

We recommend that you use a signed for service for all returns, for your security.

How long do I have to return an item?

If you have changed your mind or the goods are not what you expected you may return them to us up to 30 days after you receive them. Please notify us within 30 days of receipt of your delivery that you wish to return them.

How long does it take to get a refund?

Once we have received your returned item we will e-mail you to say that it has arrived safely.

If you are returning your item under our 30 Day Guarantee we aim to refund your money within 5 working days of receipt of the items.

If the items are returned faulty it may take up to 14 working days from receipt of the items for us to assess the items and make a full refund.

How will I know you have received my returned item?

Once we receive back your returned item we will e-mail you confirmation of receipt.

You can also track any returns by logging into your account and going to the order section.

Alternatively, please contact our customer services team on [email protected] who will be happy to help you.

My item is broken, what should I do?

Items Purchased less than 30 days ago

If you purchased the item less than 30 days ago you can return it under The R&M Marine & Industrial 30 Day Money Back Guarantee.

Please notify us within the 30 days of receipt of the goods that you wish to return them and we will arrange collection of the faulty goods – or you can post them back to us.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Alternatively you can contact our customer services department [email protected] with your order reference number and details of your complaint and we will then guide you through the returns procedure and issue a returns authorisation number.

Goods should be returned with all the component parts and any promotional items received.

Please can you include the returns label in the packagin - failure to do so may delay a refund being made.

Once we receive the goods back we will refund the price of the goods and standard postage charges usually within 14 working days.

Alternatively, you can request a replacement product is sent to you – please let us know which you would prefer when making your complaint.

If the goods are found not to be faulty a charge may be made for the cost of collecting the goods.

If the item has already been installed, call us on 08081 691094 or e-mail us on [email protected] for further advice.

Items purchased more than 30 days ago

If you purchased the item more than 30 days ago we may offer a repair, or where this is not possible we may replace the item with the same or equivalent model.

If you have an account with us please log onto your account and follow the Returns Procedure detailed on there.

If you do not have an account with us please click on the “Guest Returns” link at the bottom of our website and input your details there.

Or you contact us on [email protected] or phone our customer services team on

08081 691094 and we will guide you through the returns process.

This does not affect your statutory rights.

What if I receive the wrong items or my order is incomplete?

R&M Marine & Industrial aims to despatch your total order in its entirety in one consignment. In exceptional circumstances we may not be able to do this due to stock availability. In such a situation we will notify you and will let you decide if you want to proceed with the order.

If, when you receive your order, you have not received all of your items, please check the delivery note to make sure it was in that consignment.

If it is listed on the delivery note please contact us within 48 hours of the delivery on [email protected] or phone us on 08081 691094 with the delivery reference number and missing items.

Please note business hours are Monday – Friday 7.30 am to 5.00 pm.

If you have received the incorrect item, please contact us within 48 hours of the delivery on [email protected] or phone us on 08081 691094 with the delivery reference number and incorrect items.

We will guide you through the returns process and issue a replacement.

How do I check the status of a return?

We will keep you up-to-date with the status of any items you return to us by e-mailing you once we receive the goods back and once a refund has been made to your account.

Additionally, if you have created an account with us you can log into your account and go to the “My Orders” section where you can view the status of your return.

If you have not created an account with us, then please contact our customer services team on [email protected] with the details of your return and we will be glad to assist you.