Returns
We hope that you are happy with your purchase from Rhino. However, if for any reason you’re not satisfied, please return your item(s) within 30-days of delivery using our return guide below:
Returning Items:
1. To process your return request, please visit Rhino Returns using the button below:
2. Once your return request has been approved, please complete the return form included with your order and send the item back to us using your preferred shipping method.
Send all returns to the following address:
Rhino Returns
Rhino House
13 Ipswich Road
Penylan
Cardiff
CF23 9AQ
3. Ensure that all items are returned within 28 days of purchase, for a full refund to the original payment method.
4. We kindly request that you retain proof of postage for your shipment, as we cannot assume responsibility for any lost or damaged parcels during transit to our facility.
Send all returns to the following address:
Rhino Returns
Rhino House
13 Ipswich Road
Penylan
Cardiff
CF23 9AQ
3. Ensure that all items are returned within 28 days of purchase, for a full refund to the original payment method.
4. We kindly request that you retain proof of postage for your shipment, as we cannot assume responsibility for any lost or damaged parcels during transit to our facility.
Contact us:
If you require any further assistance or clarification, please visit our Contact Us page for our contact information, or email us directly at help@rhino.direct.
Remember to quote your order reference number or any other proof of purchase in your email correspondence.
Remember to quote your order reference number or any other proof of purchase in your email correspondence.
Important Information:
- All items must be returned in a re-saleable condition, unused and in original packaging.
- Refunds will be credited to the original payment method as soon as we receive your return, it may take up to 14 days for your bank to process the refund. Please note, that we are not liable for any bank charges you may incur during the process. Refunds can only be made to the original payment method.
- When trying on clothing or footwear, please take reasonable care to keep the items in the same condition. If your item has a swing-ticket, please ensure this remains intact. Failure to take reasonable care of an item you decide to return, may result in deductions from your refund.
- If a returned item doesn’t meet these requirements, we will not be able to accept your return.
- All items must be returned in a re-saleable condition, unused and in original packaging.
- Refunds will be credited to the original payment method as soon as we receive your return, it may take up to 14 days for your bank to process the refund. Please note, that we are not liable for any bank charges you may incur during the process. Refunds can only be made to the original payment method.
- When trying on clothing or footwear, please take reasonable care to keep the items in the same condition. If your item has a swing-ticket, please ensure this remains intact. Failure to take reasonable care of an item you decide to return, may result in deductions from your refund.
- If a returned item doesn’t meet these requirements, we will not be able to accept your return.
Faulty/ Defective:
- If a product develops a fault within the first 3 months of purchase, please fill in the return form and mark as faulty, we kindly ask that you provide a description and image of the fault.
- We will contact you shortly after to organise your return, free of charge. If the fault is determined to be a manufacturing defect, we will refund in full or replace as appropriate.
- If a product develops a fault within the first 3 months of purchase, please fill in the return form and mark as faulty, we kindly ask that you provide a description and image of the fault.
- We will contact you shortly after to organise your return, free of charge. If the fault is determined to be a manufacturing defect, we will refund in full or replace as appropriate.
Club/ University/ School Teamwear:
- Bespoke orders are non-refundable due to the custom nature of these items, unless they are faulty or damaged.
- Please ensure that you order the correct size(s), as personalised items cannot be refunded or exchanged. Please note, any item with your university logo on, regardless of having no additional initials or numbers, is considered bespoke.
- Orders of this nature can take 4-8 weeks to arrive due to customisation, please refer to our size guide or contact our customer service team for assistance.
- Please ensure that you order the correct size(s), as personalised items cannot be refunded or exchanged. Please note, any item with your university logo on, regardless of having no additional initials or numbers, is considered bespoke.
- Orders of this nature can take 4-8 weeks to arrive due to customisation, please refer to our size guide or contact our customer service team for assistance.
Statutory Rights:
Nothing in our Returns Policy affects any statutory rights you may have as a customer.
We aim to provide the highest level of customer service. If you have any questions or require further assistance, please reach out to us at help@rhino.direct. For more information, please see our full Returns Policy.
Nothing in our Returns Policy affects any statutory rights you may have as a customer.
We aim to provide the highest level of customer service. If you have any questions or require further assistance, please reach out to us at help@rhino.direct. For more information, please see our full Returns Policy.
FAQs
Q. Do Rhino cover the cost of my return?
A. You are responsible for arranging and covering the costs of your return shipment, unless your item is faulty.
Rhino want to encourage our customers to be certain of their purchase choices. Thoughtful purchasing helps reduce the number of returns, which in turn decreases carbon emissions and lessens environmental impact. As part of our commitment to sustainability, Rhino is dedicated to continuously exploring ways to minimise our carbon footprint and become a more eco-conscious brand.
Q. What if my item is faulty?
A. If your item is faulty, we will cover the cost of your return by sending you a pre-paid return label.
Please either email us directly at help@rhino.direct, or use our Return Form and mark your return as faulty. A member of our Rhino Team will be in touch to resolve this for you.
Q. When will I receive my refund?
A. Once you have sent your return back to us, it may take up to 5 days for your return to reach us. Once we've received your item back and inspected it, we will process your refund immediately. In some cases, it may take up to 14 days for your bank to process the refund.
Please note, that we are not liable for any bank charges you may incur during the process. Refunds can only be made to the original payment method.
Q. Can I exchange my item?
A. We have recently adopted a refund-only policy for several reasons:
- We want to simplify the refund process for both the customer and our accounting department, making the returns process quicker and more transparent.
- A refund gives you the flexibility to repurchase any item at your convenience, without the pressure of a direct exchange timeframe or limitations on available stock.
- Each returned item goes through a thorough quality check, our refund-only policy ensures that all items are inspected and processed according to our strict quality control standards.
We understand that you may prefer an exchange in certain situations, and we apologise for any inconveniences.
- We want to simplify the refund process for both the customer and our accounting department, making the returns process quicker and more transparent.
- A refund gives you the flexibility to repurchase any item at your convenience, without the pressure of a direct exchange timeframe or limitations on available stock.
- Each returned item goes through a thorough quality check, our refund-only policy ensures that all items are inspected and processed according to our strict quality control standards.
We understand that you may prefer an exchange in certain situations, and we apologise for any inconveniences.