Delivery & Returns Policy
Remote Control Gates Company is a UK-based supplier of gate automation systems, control equipment and electrical components. This page explains our delivery process, consumer cancellation rights, trade returns, and warranty handling.
1. Delivery Information
1.1 Dispatch Times
- We aim to dispatch all in-stock orders within 1–2 working days.
- Next-working-day (express) delivery may be available for orders placed by 12:00 p.m. (noon).
- If you have specific delivery requirements, please contact us before placing your order.
1.2 Christmas & Holiday Periods
Orders placed after 5:00 p.m. on December 23 will be dispatched on the first working day following the Christmas and New Year break (for example, January 2, if that is a working day).
1.3 Click & Collect
Click & Collect is available from our office if the item is in stock. We will notify you when your order is ready for collection.
1.4 Inspection of Goods
- Please inspect your delivery as soon as possible for visible damage.
- Any damage or missing items should be reported within 24 hours of receipt to info@remotecontrolgates.co.uk.
- If you signed for goods without noting damage, you may waive the right to claim for transit damage. If no signature was required, please still contact us immediately if you discover any issues.
2. Consumer Cancellations & Returns (Private Customers)
This section applies to private consumers only. If you are purchasing in the course of business, trade, profession, installation, contracting or resale, please see Section 3 (Trade Customers) below.
2.1 Right to Cancel (Consumer Contracts Regulations)
You have the right to cancel your order within 14 days of receiving your goods. To cancel, email info@remotecontrolgates.co.uk with your order details. Once you notify us of cancellation, you have a further 14 days to return the goods.
Where you cancel within the statutory 14-day period, we will refund the basic delivery cost paid. Any upgraded or express delivery services selected at checkout are non-refundable.
2.2 Condition of Returned Goods
Items must be returned in their original condition and packaging (unless faulty). You may handle goods only as necessary to establish their nature, characteristics and function (as you would in a shop).
If goods show signs of handling beyond what is necessary for inspection, we reserve the right to deduct an amount from your refund to reflect the loss in value.
2.3 Electrical & Installed Products (Gate Automation Components)
Gate automation equipment (including control panels, circuit boards, receivers, motors, safety devices and related electrical components) are specialist items and are not plug-in consumer appliances.
Goods will be considered handled beyond inspection if they show evidence of:
- Installation or partial installation
- Wiring/connection to power or a control system
- Connection to mains electricity
- Mounting to an enclosure, gate, post or panel
- Programming/configuration or set-up work
- Modification (drilling, cutting, soldering, marking, seal removal)
Electrical components that have been connected to mains power may not be capable of resale as new.
Where evidence of the above exists, we may refuse a cancellation refund or apply a deduction reflecting diminished resale value.
2.4 Return Authorisation Number (RAN)
Before returning items, please request a Return Authorisation Number (RAN) by emailing info@remotecontrolgates.co.uk. This helps us process your return quickly.
2.5 Refunds
- Once we receive and inspect your returned item, we will email you to confirm receipt and approval (or rejection) of your refund.
- Approved refunds will be processed within 14 days of receiving the returned goods or evidence that they have been sent back.
- Delivery costs are non-refundable except as stated in Section 2.1 above or where the return is due to our error.
2.6 Return Shipping Costs
- You are responsible for return shipping costs unless the return is due to our error.
- We recommend a tracked/insured service; we cannot guarantee receipt without proof of delivery.
2.7 Discretionary Restocking / Diminished Value Deductions
For unused goods returned in full resaleable condition, we may apply a discretionary deduction to cover inspection, testing, repackaging and administration, where appropriate for specialist electrical products.
Typical deductions (where applicable) may include:
- Up to 5% for unopened goods
- Up to 15% for opened but unused goods
- Higher deductions where testing is required, packaging is damaged, parts are missing, or the item shows evidence of installation/use
Any deduction applied will be reasonable, proportionate and applied at our discretion to reflect the reduced value of the goods.
2.8 Items Not Accepted for Return
If, upon inspection, the returned item is not eligible for a refund or exchange (for example, outside the return period, used beyond normal inspection, incomplete, or specially ordered), we will notify you. You can choose to have the item shipped back to you at your expense. If you decline or do not respond within a reasonable time (for example, 14 days), we may either dispose of the item or continue to store it at your cost.
3. Trade Customers (Business, Installer, Contractor & Resale Purchases)
This section applies to customers purchasing in the course of business (including installers, contractors, companies and sole traders). Orders placed using a company name, VAT number, trade account, trade pricing or for installation/resale are treated as trade purchases.
3.1 No Automatic Right to Cancel
Trade customers do not benefit from consumer cancellation rights (such as the 14-day cooling-off period). Orders are considered firm and binding once accepted.
3.2 Return Authorisation Required
No goods may be returned without prior written authorisation and a Return Authorisation Number (RAN). Unauthorised returns will not be accepted.
3.3 Non-Returnable Items (Trade)
- Installed, wired, connected or powered products
- Items integrated into systems or mounted to enclosures/frames
- Custom-programmed, configured or bespoke products
- Special order or non-stock items
- Incomplete goods or goods missing original packaging/components
3.4 Approved Trade Returns (Discretionary)
Where we agree in writing to accept a return, goods must be unused, uninstalled, complete and in full original packaging.
Approved trade returns may be subject to a discretionary restocking charge of between 10% and 20% to cover inspection, testing, repackaging and administration.
Trade customers are responsible for ensuring correct product specification and compatibility prior to installation.
Higher deductions may apply where goods require testing or show handling beyond resale condition.
Return shipping is the responsibility of the trade customer unless the return is due to our error.
3.5 Reporting Issues
Any shortage, damage or defect must be reported within 48 hours of delivery.
4. Exchanges
4.1 Defective or Damaged Items
We replace items only if they are defective or damaged (subject to inspection/testing where applicable). To arrange an exchange for the same product, please contact info@remotecontrolgates.co.uk and return the item to:
The Remote Control Gates Company
40 St Mark Street, Cleveland Street
Hull, HU8 7ED
United Kingdom
5. Late or Missing Refunds
If you have not received a refund yet, please check with your bank or card provider, as processing times can vary. If you still have not received your refund after confirming with your provider, please email info@remotecontrolgates.co.uk.
6. Warranty & Faulty Goods
6.1 Warranty Coverage (Consumers)
Warranty claims are handled on a return-to-base basis. If an item appears faulty, please contact us first. You may need to return it to us or the manufacturer for inspection.
If the product is found to be faulty under warranty, we will repair or replace it at no extra cost, in line with your statutory rights.
This does not affect your statutory rights under the Consumer Rights Act 2015.
6.2 Warranty Coverage (Trade)
All warranty claims for trade customers are strictly return-to-base. Electrical and automation items may require bench testing before any repair, replacement or credit is authorised.
If goods are found not to be faulty, we reserve the right to charge reasonable testing and return carriage costs.
6.3 Liability (Consumers & Trade)
The warranty covers repair or replacement of defective parts only. We do not accept liability for compensation, travel, call-out charges, fitting/re-fitting costs or other labour-related costs.
For trade customers, we do not accept liability for consequential loss, loss of profit, business interruption or indirect losses. Liability for trade purchases is limited to the purchase price of the goods supplied.
7. Additional Terms
- Delivery times provided at the time of order are estimates; we cannot accept liability for losses arising from delayed or failed deliveries.
- If an item is specially ordered for you, it may not be eligible for return unless it is faulty or not as described.
- Nothing in this policy affects your statutory rights under the laws of England and Wales.
Need Help?
For questions about deliveries, returns, refunds or warranty claims, please contact us:
Email: info@remotecontrolgates.co.uk
Phone: 01482 860950
Thank you for choosing The Remote Control Gates Company. We appreciate your business and strive to provide quality products and a smooth shopping experience.
