Last updated: April 2026
Our Guarantee
At Richardson's of Norwich, we want you to be completely happy with your purchase. If you change your mind or there is a problem with your item, we are here to help.
This policy does not affect your statutory rights.
Cancelling Your Order
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise this right, please inform us within 14 days of delivery that you wish to cancel and return the item(s). Once you have notified us, you then have a further 14 days to return the goods to us.
Conditions For Return
Items must be returned in the following condition to qualify for a refund or exchange:
- The item must be unused and in the same condition that you received it.
- It must be in the original packaging (where possible).
- It must not be damaged, soiled, or altered in any way.
- For hygiene reasons, certain items such as earplugs, undergarments, or sealed items cannot be returned if opened, unless faulty.
How To Return An Item
Before returning anything, please contact us first so we can expect your parcel and process it quickly:
📧 Email: info@richardsonsnorwich.co.uk
📞 Tel: 01603 434242
📍 Address: 185 Plumstead Road, Norwich, NR1 4PN
Please include a note inside the package with your name, order number, and whether you would prefer a refund or an exchange.
Cost of Return
If you are returning an item because you have changed your mind or ordered the wrong thing, you will be responsible for paying the postage costs. Postage costs are non-refundable.
If we have made a mistake, sent the wrong item, or the item is faulty, we will cover the cost of return postage upon receipt of the faulty goods.
Faulty or Damaged Goods
If an item arrives damaged, faulty, or not as described, please contact us immediately. We may ask for photos of the item and packaging to help us improve our service.
We will arrange for the item to be returned or replaced at our expense, and provide a full refund including delivery charges once the item has been inspected.
Refunds
Once we receive your returned item, we will inspect it and notify you that we have received it. We will process your refund within 5 working days.
Refunds will be credited back to the original payment method used for purchase.
Exceptions
The following items cannot be returned or exchanged unless they are faulty:
- Custom made, personalised, or engraved items (made specifically to your requirements).
- Goods sealed for health protection or hygiene purposes, once the seal has been broken.
- Software or digital products once the download or activation code has been used.