Returns, Exchanges & Refunds
We hope you are happy with your purchase from Rhino. However, if for any reason you’re not satisfied please complete the refund/exchange form included with your order. Alternatively please visit our contact-us page for contact information, or email us directly at firstname.lastname@example.org
Please return your item/s within 15 days of purchase for a full refund to the original payment method, or an exchange for a product of equivalent value. All returns are to be sent to the following address:
RHINO.DIRECT (c/o Rhino Global LTD)
13 Ipswich Road
Please ensure you quote your order reference number shown on your invoice and in your email confirmation sent after purchase.
All items must be returned in a re-saleable condition, unused, in original packaging.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
If an exchange is requested then upon inspecting the product an exchange item will be provided as per request. Please note there may be additional postage charges for sending out a replacement product; unless the original item is deemed faulty.
You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging where it forms part of the goods, for example, boxed garments and gift items) and, if you wish to return anything, that it reaches us in perfect condition. Where an item has a swing ticket attached, it must still be attached and undamaged upon return. Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.
Please provide us with the original invoice, despatch note or any other proof of purchase in any correspondence.
If a returned item fails to meet these requirements we cannot accept the item back.
When returning items for exchange, an additional postage charge will be required to re-send the exchanged item. When returning an item for a refund we are unable to reimburse the return postage charge, unless the item is faulty/damaged. If a part order is sent for refund, the original postage charges will not be refunded. Any refunds can only be made on the original card of purchase.
If the product has been used for its intended purpose, generally almost all faults will appear within the first 3 months after purchase. For this reason you may return any faulty item up to 3 months after the date of purchase. This product would then be professionally inspected for any faults of manufacture. If the damage to the product is deemed accidental damage/wear and tear, the product will be returned to the customer. If the inspection reveals any fault of manufacture then the product will be exchanged for new replacement product or fully refunded. If a product is deemed faulty, we will reimburse you with reasonable costs of your return shipping charge if you include a receipt.
We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible.
Please note: all faulty goods must be clean, dry and free from dirt and mud; we will not process any return we deem to be too dirty or wet.
Once the order is placed, the delivery timescale will depend on what you have ordered. University, Club and School orders can take between 4-8 weeks from date of order, due to decoration required. All orders are processed individually. We only hold blank items in stock, which have to then be decorated, embroidered or printed according to what is specified. Please make sure you order the correct size(s) as we cannot exchange or refund any garment(s) that have been personalised for you in any way. This includes adding your team/club logo, club name, initials or squad number etc. If you’re unsure of sizing, we recommend that you check our size guide, ask fellow student/club members if you can try their clothing, check your SU/AU, as some hold size samples. You can also call or email.
Standard delivery charge is £4.99. Delivery would be dispatched through Royal Mail. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors and all goods and products are subject to availability. Rhino.Direct shall be under no liability for any delay or failure to deliver the products within estimated timescales.
Nothing in this Returns Policy affects any statutory rights you may have as a consumer.