Returns Policy
Delivery
To make life easier we will deliver your order direct to Five Acre Wood School FREE of CHARGE. This will take place once a week with you being able to collect your order from the following morning. You will receive an e-mail confirming when your order has been delivered to the school. If it's easier for your order to be sent home with your child this can be arranged with Emma in the school office once you have received your e-mailed delivery confirmation. The school office can be contacted via office@five-acre.kent.sch.uk
We hope you are happy with your purchase.
Should you wish to return an item bought from us, we will be happy to refund or exchange a product provided it is in fully resalable condition.
Returns or exchanges must be made within 7 Days.
If we find a product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on the item. To ensure the item is resalable please return complete, in a clean unworn condition, in its original packaging and with all labels still attached.
To enable us to handle your return as quickly as possible, please follow the instructions below:
Returning a Product
Return the item/s along with the delivery note giving the reason for the return. If you do not have the original delivery note, please print off the order confirmation email or send us a note including your order number with the reason for return. Please include your email address.
Wrap the item/s securely and address it to the following:
Recognition Express Kent
Unit 6 Keel, Enterprise Close, Rochester, Kent, ME2 4LY
This can then be left at the school office ready for us to collect and deal with when we make our weekly delivery.
If you decide to return your items via post, when you are at the Post Office, we recommend the following procedure:
For returning goods use Post Special Delivery and obtain a validated proof of posting certificate from your Post Office. Keep the receipt in a safe place as we do not compensate for returned parcels lost or damaged in transit. If items are lost or damaged in transit, as the sender it is your responsibility to claim compensation from the carrier – this is why we strongly recommend you use an insured delivery service.
We will notify you by email when we have processed your return and refunded your money. This may take up to 28 days from receipt of the returned item.
Cancellations
If you haven’t submitted an order, you may clear the items from your shopping basket at any time by changing the quantity to zero or by clicking on the delete item link.
If you have submitted an order and received your confirmation email, you can still cancel your order provided it has not entered the dispatch process. Please reply to the confirmation email as soon as possible and mark it “URGENT CANCELLATION” in the subject line. Please ensure you list your name, invoice address, postcode and order number in the email.
If you wish to cancel your order after 12 Hours of the order being placed, you will need to wait until you receive the product and then follow our Returns procedure above.
Complaints
If anything is not right with your product, please call us on 01634 716304 between Monday to Friday 9am - 5pm or email sales@kent.recognition-express.com. We will aim to resolve the matter to your complete satisfaction.
For full information and legal details please see the Terms and Conditions page.