Rhenus Home Delivery inspects all items before they are delivered to your home. Unfortunately, some damage is under the packaging and therefore not visible on inspection.
In the case of your goods being damaged or incomplete, Rhenus Home Delivery advises you to refuse the delivery and contact the retailer from whom you purchased your goods with regards to the damage or missing items. Please also ensure to report the damage or missing items on the delivery paperwork / PDA with the drivers.
In the event of an incomplete order, you will need to arrange the delivery of the missing items or re-arrange the complete delivery when necessary with the retailer.
In the event of damaged goods, the items will be returned to Rhenus Home Delivery and the retailer will arrange a replacement or refund for the goods concerned.
If you discover your goods are damaged after you have accepted the goods, please contact your retailer immediately in order for them to raise a claim on your behalf.
Rhenus Home Delivery’s delivery teams are all fully trained to assemble the goods purchased.
If you are not completely satisfied with the assembly of your delivered items please do not hesitate to contact our Customer Service team on 0333 577 5771 (option 1) or Customerservice.RHD@uk.rhenus.com
All returns and exchanges are to be arranged through the retailer from whom you purchased your goods in accordance to their terms and conditions.
When instructed by the retailer, Rhenus Home Delivery will send you a text / email offering your collection date options. This operates in the same way as arranging the delivery of your goods. For further information please refer to “when will my returns be collected?”
On collection, please ensure all items are dry, in a hygienic condition and ready for transportation. It is preferable but not compulsory for returns to be packaged.
Rhenus Home Delivery will not disassemble any goods and may refuse collection if the goods are not ready for transportation on arrival.
N.B. If the delivery team feel that they are unable to the collect the goods, or that it is unsafe to do so, they do have the right to refuse the collection at the property.
As soon as we are informed of your return, you will receive a text and / or an email from Rhenus Home Delivery offering your collection date options. By following the link within the text or email, you will have the option to select from a drop down of collection dates which are available to you. Select a convenient delivery date and CONFIRM. If none of the offered dates are convenient, select DECLINE ALL and you will receive a new text and / or email with new date options within 2 working days.If you have not received a text / email or you prefer not to make use of the self-service link, please call the Customer Service team on Telephone: 0333 577 5771 (option 1) between 9am - 5pm Monday - Friday. As soon as we have been informed of your return, one of the Customer Service team will be able to assist you to arrange a convenient collection date.
All returned items will be taken back to the Rhenus Home Delivery warehouses before being returned back to the retailer from whom you purchased your goods.
For all returns, please contact your retailer for further information.
Please contact the Customer Service team on 0333 577 5771 (option 3) or email customerservice.RHD@uk.rhenus.com within 24 hours of your delivery / collection.
The claims team will respond with the claims form which will be used to obtain any evidence gathered.