Refund policy

Returns

You have 60 days after receiving your item to start a return. Your item must be unused and in the same condition that you received it, and in its original packaging. If the item is not in its original condition, or is not returned in its original packaging, Ristal may deduct an amount corresponding to new packaging and any reduction in the item's value.

Personalised or engraved products cannot be returned or refunded unless otherwise agreed, as manual work and custom production have been carried out to create them.

To complete your return we require a receipt, bank statement or other proof of purchase.

To start a return, contact us at support@ristal.co.uk and we will send you the return address and instructions.

You are responsible for paying the cost of shipping your return, unless the item is faulty or incorrect (see below).

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving any reason. This right is in addition to our 60-day returns policy above.

To exercise your right to cancel, send a clear statement to support@ristal.co.uk before the 14-day period expires. You must then return the goods without undue delay and in any event within 14 days of telling us.

The right to cancel does not apply to goods made to your specification or clearly personalised.

Refunds

Once your return is received and inspected we will email you to confirm receipt and tell you whether your refund has been approved. Approved refunds are processed to your original payment method within 14 days.

In certain situations only a partial refund is granted, for example where an item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.

Faulty or incorrect items

If your item arrives damaged, faulty or is not what you ordered, contact us at support@ristal.co.uk and we will arrange a replacement or a full refund including delivery costs. Nothing in this policy affects your statutory rights.