Refund policy
REFUNDS & RETURNS POLICY
Last updated: 2 September 2026
This Refunds & Returns Policy applies to purchases made from R&R Investigations through our online store.
R&R Investigations is operated by R Thirteen Graves, sole trader.
If you have any questions about a return, cancellation or refund, please contact us at RandRInvestigate@gmail.com.
## 1. Your right to cancel an online order
If you are a UK consumer purchasing eligible goods online, you normally have the right to cancel your order without giving a reason.
The cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
If an order contains multiple goods that are delivered separately, the cancellation period ends 14 days after the day on which the last of those goods is received.
To exercise your right to cancel, you must tell us clearly that you wish to cancel the contract before the cancellation period expires. You may contact us by email at RandRInvestigate@gmail.com or use the model cancellation form at the end of this policy. You do not have to use the form.
## 2. Cancelling before dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.
If the order has already been dispatched, your statutory cancellation and return rights will continue to apply where applicable.
## 3. Returning goods after cancellation
After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the date on which you notified us of the cancellation.
Returns should be sent to:
**R&R Investigations**
Something For The Geekend
24 Bishopton Ln, Stockton-on-Tees TS18 2AA
Please include enough information for us to identify your order.
We recommend obtaining proof of postage when returning an item.
For change-of-mind returns, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
## 4. Looking after goods before returning them
You may inspect goods in the same way that you reasonably could in a physical shop.
Please take reasonable care of goods while they are in your possession and package them appropriately for their return.
We may make a deduction from a refund where the value of returned goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where possible, please return protective packaging supplied with the product, particularly where it is needed to protect artwork or frames in transit. This request does not affect your statutory rights.
## 5. Refunds following cancellation
Where you validly cancel an eligible order, we will refund the payments due to you, including the cost of our least expensive standard delivery method offered for the order.
If you chose a more expensive delivery option, such as an upgraded or express service, we are not required to refund the additional cost above our standard delivery charge.
We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will be made without undue delay and, where goods are being returned, no later than 14 days after we receive the goods back or receive evidence that they have been returned, whichever is earlier.
Unless otherwise agreed, refunds will be made using the same payment method used for the original transaction.
## 6. Personalised and custom-made goods
The statutory right to cancel for change of mind does not normally apply to goods that have been made to your individual specifications or are clearly personalised.
Where a product falls within this exception, this will be made clear before purchase wherever applicable.
This exception does not remove your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
## 7. Faulty, damaged or incorrect goods
Your statutory rights are separate from the change-of-mind cancellation rights described above.
Goods supplied by us must meet the standards required by UK consumer law, including being of satisfactory quality, fit for their intended purpose and as described.
If an item arrives damaged, is faulty, is incorrect, or does not match its description, please contact us as soon as reasonably possible at RandRInvestigate@gmail.com, quoting your order number.
Photographs of the item and its packaging can be very helpful when investigating transit damage, although providing photographs does not limit your statutory rights.
Where goods are legally rejected because they do not conform to the contract, we will bear the reasonable cost of returning them.
Depending on the circumstances and the time that has passed since delivery, your legal remedies may include a refund, repair, replacement or price reduction.
Nothing in this policy limits or excludes your statutory consumer rights.
## 8. Items damaged during delivery
Responsibility for an order normally remains with us until the goods are delivered to you or to a person you have identified to receive them.
If your parcel appears to have been damaged in transit, please retain the packaging and contact us promptly so that we can investigate and arrange an appropriate remedy.
## 9. Sale and discounted items
Your statutory rights also apply to items purchased in a sale or with a discount.
A reduction in price does not remove your cancellation rights where they otherwise apply, nor does it affect your rights if an item is faulty, damaged or not as described.
## 10. Limited-edition products
A product being described as a limited edition does not by itself remove your statutory cancellation or consumer rights.
If a limited-edition item is validly returned, availability of an identical replacement cannot be guaranteed once the edition has sold out. Where replacement is not possible, the remedy available will depend on the circumstances and your applicable legal rights.
## 11. Contacting us about a return
Before sending a return, we ask that you contact us where possible so that we can identify the order and provide any relevant return instructions.
Contact:
**R&R Investigations**
Operated by: R. Thirteen Graves, sole trader**
Email: RandRInvestigate@gmail.com
Business/returns address:
Something For The Geekend
24 Bishopton Ln, Stockton-on-Tees TS18 2AA
This does not prevent you from exercising your statutory rights by another legally valid method.
## 12. Statutory rights
Nothing in this policy is intended to restrict rights or remedies available to consumers under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
# MODEL CANCELLATION FORM
**To:**
R&R Investigations
Something For The Geekend
24 Bishopton Ln, Stockton-on-Tees TS18 2AA
RandRInvestigate@gmail.com
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
**Goods:** ______________________________
**Ordered on / received on:** ______________________________
**Name of consumer(s):** ______________________________
**Address of consumer(s):** ______________________________
**Signature of consumer(s):** ______________________________
*(only required if this form is submitted on paper)*
**Date:** ______________________________