Delivery, Returns and Refunds

RMSHOT PROTECT is committed to providing clear and fair delivery, return and refund conditions for customers purchasing our protective equipment and technical accessories. This policy should be read together with our Terms and Conditions of Sale and Use, particularly Article 9. Mandatory consumer rights remain fully protected.

01. Order processing and dispatch

Orders are processed following confirmation of payment, subject to stock availability, product requirements and any applicable verification. Estimated preparation and delivery times may vary according to the product, destination, carrier and customs procedures.

Made-to-order, customised and specially manufactured protective accessories may require additional production time. Any specific lead time will be communicated before the order is confirmed where applicable.

02. Shipping and delivery

Available delivery methods, shipping charges and estimated delivery periods are displayed during checkout or communicated in the relevant quotation. Tracking information is provided when available.

Customers must supply accurate and complete delivery information. Any customs duties, import taxes or clearance fees payable by the recipient will be identified where applicable and are governed by the delivery terms agreed at purchase.

For consumer orders, the risk of loss or damage in transit passes to the customer only when the customer, or a person designated by them other than the carrier, takes physical possession of the goods, subject to applicable legal exceptions.

03. Damaged, missing or incorrect deliveries

We recommend inspecting the parcel and its contents upon delivery. If a package arrives damaged, incomplete or contains an incorrect product, please contact RMSHOT PROTECT promptly through the contact details published on our website, providing the order reference and, where possible, photographs of the packaging and products.

Reporting a problem promptly helps us investigate with the carrier. Failure to make an immediate report does not remove any mandatory consumer rights or legal remedies.

04. Fourteen-day right of withdrawal

Consumers entitled to a statutory right of withdrawal may withdraw from an eligible distance purchase within 14 calendar days without giving a reason. For goods, this period generally starts on the day after the consumer, or a designated third party other than the carrier, receives the goods. Special rules apply to orders delivered in separate consignments.

To exercise this right, the consumer must notify the seller by an unequivocal statement before the deadline, using the contact details published on the RMSHOT PROTECT website. The consumer may use the model withdrawal form available under applicable law, but is not required to do so.

Goods must be sent back without undue delay and no later than 14 days after the withdrawal notification. We recommend contacting us first to obtain the appropriate return instructions and address; doing so is not a condition for exercising statutory withdrawal rights.

05. Products excluded from withdrawal

In accordance with applicable consumer legislation and Article 9 of our Terms and Conditions, the right of withdrawal does not apply to goods genuinely manufactured according to the consumer's individual specifications or clearly personalised, where the legal conditions for this exception are met.

For RMSHOT PROTECT, this may concern protective accessories manufactured to individual measurements or specifications that genuinely differ from the standard product range.

Other statutory exceptions may apply where their specific legal requirements are satisfied.

Important: a standard product is not automatically excluded merely because it was ordered in advance, sourced specifically for an order or manufactured after purchase. Any exclusion must have a valid legal basis and be clearly communicated before purchase. These exceptions do not remove rights relating to defective or non-conforming goods.

06. Condition of returned products

Customers may inspect goods to establish their nature, characteristics and functioning, as they reasonably could in a shop. Returned goods should be appropriately protected for transport and, where available, accompanied by their accessories, documentation and original packaging.

If a product has been excessively handled, used, damaged, altered or returned with missing components, the consumer may be responsible for the resulting reduction in value, to the extent permitted by applicable law and provided the required withdrawal information was supplied.

The seller may document the condition of returned goods and assess any objectively justified depreciation. Opening packaging alone does not automatically invalidate a statutory withdrawal or justify refusal of a refund. Any deduction must reflect actual loss of value and must not be an arbitrary penalty.

07. Return shipping costs

For a standard withdrawal due to a change of mind, the consumer bears the direct cost of returning the goods, provided this was properly disclosed before purchase, unless the seller expressly agrees otherwise.

Where goods are defective, damaged on delivery or do not conform to the contract, the return or collection costs required by applicable consumer law will be borne by the seller.

We recommend a suitably protected and traceable return shipment. Customers should retain proof of dispatch.

08. Refunds

For a valid statutory withdrawal, eligible payments, including the original standard delivery charge where required by law, will be reimbursed without undue delay and within 14 days of receiving the withdrawal notice.

Unless the seller has offered to collect the goods, the refund may be withheld until the goods are received back or evidence of their return shipment is provided, whichever occurs first.

Additional charges resulting from a customer's choice of a delivery method more expensive than the least expensive standard delivery offered are not refundable where permitted by law. Refunds are normally made using the original payment method, unless expressly agreed otherwise, without refund fees for the consumer.

Any lawful deduction for diminished value will be explained and supported by the condition of the returned goods.

09. Defective products and statutory guarantees

The withdrawal policy is separate from statutory rights relating to defective, damaged or non-conforming goods. Consumers retain all mandatory rights to appropriate remedies, including repair, replacement, price reduction or refund where provided by applicable law.

These rights are not excluded by the product being customised, by the expiry of the withdrawal period or by the absence of original packaging.

10. Professional and B2B orders

The statutory consumer right of withdrawal does not generally apply to purchases made exclusively in a professional capacity. Returns, cancellations and refunds for B2B transactions are governed by the agreed commercial terms and applicable law.

Custom production, bulk orders and specifically negotiated supply arrangements may be subject to additional conditions agreed before order confirmation.

11. Contact and applicable rights

For delivery issues, returns, withdrawal requests or refunds, please contact RMSHOT PROTECT using the contact details available on the website and provide your order reference.

This policy does not limit any mandatory rights granted to consumers under the laws applicable to their purchase.