Refund policy
RIMLY Refund & Returns Policy
Our Commitment
We want every RIMLY customer to be completely satisfied with their purchase. This policy sets out your rights and our process for returns, refunds and disputes.
1. Your Statutory Rights
Under the Consumer Rights Act 2015 you have the right to return goods that are faulty, not as described, or not fit for purpose. These rights cannot be waived.
2. Change of Mind Returns
You may return your order within 14 days of delivery provided:
- The product is unused and in its original condition
- The product has not been connected to your water supply
- It is returned in its original undamaged packaging
- You contact us at hello@rimly.co.uk before returning
Return shipping costs are the customer's responsibility. We recommend a tracked service as we cannot be held responsible for items lost in transit.
Refunds are processed within 5 business days of receiving and inspecting the returned item.
3. Faulty or Damaged Products
If your RIMLY arrives damaged or develops a fault:
- Contact us at hello@rimly.co.uk within 48 hours of receiving a damaged item, including photographs
- For faults developing during use, contact us with a description and photographic or video evidence where possible
- We will offer a repair, replacement or full refund depending on the nature of the fault
- Return shipping for faulty items is covered by RIMLY
4. What Is Not Covered
- Damage caused by incorrect installation
- Damage resulting from household water pressure outside standard UK residential ranges
- Damage from misuse, modification or tampering
- Products returned after 14 days without a valid fault
- Used products being returned as change of mind
5. How to Return an Item
- Email hello@rimly.co.uk with your order number, reason for return and photographs where applicable
- Wait for written confirmation before sending anything back — we cannot accept unauthorised returns
- Package the item securely in its original packaging
- Send to the address provided using a tracked service
- Email us your tracking number
We reserve the right to refuse a refund where items are returned without authorisation or not in their original condition.
6. Refund Timescales
- Processed within 5 business days of receiving the returned item
- Refunds are made to the original payment method only
- Allow a further 3–5 business days for your bank to process
7. Chargebacks and Disputes
Before raising a dispute with your bank please contact us at hello@rimly.co.uk first. We resolve the vast majority of issues quickly and fairly.
Where a chargeback is raised without prior contact or in bad faith, we reserve the right to provide your card provider with full evidence of the order, delivery and all communications, and to pursue recovery through available legal channels where appropriate.
8. Warranty
RIMLY products are warranted against manufacturing defects for 12 months from the date of purchase. This does not cover damage from improper installation, misuse or operating outside standard UK residential water pressure ranges.
To make a warranty claim contact hello@rimly.co.uk with your order number and details of the issue.
9. Contact Us
Email: hello@rimly.co.uk Response time: Within 2 business days