Damaged Goods
In the unlikely event that you receive your goods in damaged or faulty condition you are entitled to a full refund or replacement at no extra cost (this does not affect your statutory rights). If your goods have been damaged in transit or are not of satisfactory quality on arrival then complaint must be made within seven days of receipt.

If the above occurs please follow these steps:

1. Contact us immediately by e-mail at returns@rrw.org.uk stating the product(s), the problem and await instruction.
   
2. Please keep all original packaging & receipts.

Returning Non-Faulty Goods
You, the consumer have the right to a seven day "cooling off" period. This entitles the consumer to the right to cancel their order within 7 days without giving a reason and receive a full refund. In such cases we must be contacted within seven days (starting from the day after receipt of the goods) by e-mail at returns@rrw.org.uk or telephone. The "cooling off" period does not apply to perishable goods or products which are unsealed by the customer. The customer will be liable for the cost of return and any returned product must be returned with its original packaging and in an "as new" condition.

The Sale of Goods Act 1979 (as amended) establishes that goods - among other things - must be reasonably fit for their normal (or stated) purpose. Where that is not the case, the consumer is entitled to reject those goods within a reasonable time, and claim a full refund. If you are supplied a product which you feel is "unfit for purpose", please contact us at returns@rrw.org.uk and we will arrange for a replacement, or a full refund. Your statutory rights are not affected by this.

This website seeks to provide a valuable service to enthusiasts and historians. If you have any problems, questions or suggestions once you have received your product, please contact us immediately.

If Goods Become Defective
Faulty goods, if returned within a reasonable period of time, will be refunded or replaced.

Complaints
If you have a complaint with any part of the service offered on The Royal Regiment of Wales website, please send details in an e-mail to complaints@rrw.org.uk.

You can expect a reply within 24 hours to inform you of the actions and expected time required to resolve the complaint.

Alternatively you can call us on +44 (0) 1874 613906 where we will be happy to assist. Lines are open 10am - 5.00pm Mon - Sat. (Calls are charged at standard rate)