Shipping & Returns Policy

RMS Shipping Policy – EPoS Systems

Order Processing and Delivery Information:

Order Processing: All orders are processed promptly upon receipt during working hours (Monday to Friday, 9am to 5pm).
Delivery: Orders are despatched using UK and European couriers with parcel tracking services*. Our preferred courier is DHL, but we use various couriers to ensure a timely delivery. *Tracking excludes Avery Berkel items

Shipping Details:

Direct Shipments: Some items may be shipped directly from our suppliers. This means your order could arrive in multiple deliveries, depending on the locations of the warehouses and suppliers.
Free Delivery: Orders over £150.00 (excluding VAT) qualify for free delivery within the UK. These orders are typically processed and shipped within 7 working days.
Standard Delivery: Orders under £150.00 (excluding VAT) are shipped at a rate of £7.00 (excluding VAT) for smaller items or a flat rate of £12.50 (excluding VAT) for larger items. These orders are typically processed and delivered within 3-5 working days.
Express Delivery: Available for in-stock items, which are typically delivered within 1-3 working days. To qualify for same-day despatch, orders must be placed by 1pm. Orders placed after 1pm will be despatched the following working day.
Electronic Items: Where the item is electronically delivered the shipping fee is for administration & processing. Software licences are typically sent within 2 working days.

Delivery Times:

General: Whilst every reasonable effort shall be made to deliver your order promptly, we cannot always guarantee exact delivery dates. Please allow up to 7 working days for your order to arrive. If an item is out of stock or there is a delay, we will notify you as soon as possible.
Responsibility: RMS Scotland Ltd is not responsible for any damages or losses incurred by the customer due to a delay in delivery.

Additional Charges:

Heavy/Bulk Orders: All shipping charges are calculated for delivery within the UK. Deliveries over 100Kg or more than 10 items per shipment may incur higher charges. These will be arranged on an individual basis.
Signature Required: All deliveries must be signed for upon receipt. If no one is available to receive the package, the courier will leave a delivery card with contact information for re-delivery arrangements.

Returning an Item:

Upon making a purchase from RMS Scotland Ltd, you may return the goods to us within five working days, provided you have contacted us about your return. If eligible, you will be assigned an RMA number that will validate your return. Returns without a valid RMA number will be rejected and shipping charges will be forwarded to the customer attempting to return the item.
We can be contacted via our contact page or by calling 01750 700527.

Return Conditions:

We do not warrant the suitability of goods for a particular purpose; you should check specifications and suitability with manufacturers before ordering.
A minimum restocking fee of 25% of the returned goods value will be charged unless the item is dead on arrival (DOA).
Under NO CIRCUMSTANCES should you send any goods back without contacting us first.
The package MUST be returned in ‘new condition’ and unopened for a refund. If items are damaged and cannot be resold, these costs will be deducted from the refund amount.

Return Process:

We will provide the RMA procedure upon contact.
Enclose a note stating the reason for the return.
Wrap the package securely and send it to the address provided by us.
For your protection, we recommend insuring the goods and using a recorded-delivery service when returning an item.
In the case of a defective product, provide a full description of the fault and return the item in its original box, with all warranty cards, licenses, manuals and accessories.

Delivery Charges & Refunds:

If the return is due to an error on our part or the item is dead on arrival (DOA) (typically within five working days), we will refund the delivery charges.
In all other cases, we will not be able to refund postage costs.

Non-Returnable Items:

Some items are non-returnable due to their nature, including but not limited to:

Software, certain hardware, consumables, personalised/customised products or sealed items for health/hygiene reasons.

These items will be clearly marked as non-returnable on the product page.
If you attempt to return a non-returnable item, we will reject the return and charge you the shipping costs.
This does not affect your right to raise an item as DOA under our policy.

RMS Scotland Ltd WILL NOT ACCEPT RETURNS for any of the following:

Products that have been used
Products sold for testing or demonstration purposes, unless designated as demo products with a loan agreement
Spare parts, consumables and thermal print head products
Software licenses or service contracts
Products defined by RMS and/or manufacturer as Non-Cancellable/Non-Returnable
Original packaging missing/damaged or defaced with writing/markings
Product incomplete (missing accessories, manuals or components)
Products not purchased from RMS
Products without an authorised RMA
RMAs that have been issued for more than 15 days
Special orders, custom media/configurations, discontinued or personalised products
Serial numbers that don’t match the referenced invoice
Devices with pre-installed software licenses that have been activated/configured
Products shipped with other than factory default settings (including configurations requested by the customer)

Dead on Arrival (DOA) Policy:

In the event of a product arriving DOA, please follow the fault logging procedure above. A replacement will be sent and the faulty product will be collected.
The DOA period ranges from 2 – 7 days from the date of delivery, depending on the equipment purchased.