Returns & Cancellations

We make things easy...

If you need to cancel an order or return an item, we want to make it easy for you. If you can’t find the answer you need here, please:

• Call our Customer Contact Centre on 0330 045 0606 for online orders, or
• Visit or call your local branch and they will be delighted to help you.

Your statutory rights are not affected by the guidance given on this page.

What you need to check first…

Need to return a surplus, incorrect, faulty or damaged item?

No problem, just make sure:

• The goods are in an undamaged and saleable condition unless they were faulty or damaged on receipt
• All original packaging and accessories are returned with the item
• You make a request within 30 days of receipt of the last item on your order. Faulty items should be reported as soon as discovered.
• The item is returnable (see below)

Longer than 30 days?

Items may be returned after 30 days subject to the Branch Manager’s discretion, but a re-stocking charge may be deducted from your credit.

Is the item returnable?

We are unable to accept the return of a product that was ordered in as a ‘special’ item and that we don’t normally stock. If, however, our supplier does accept a return of a ‘special’ item they may impose a handling charge which may be passed on to you.

Non-returnable items (ordered on and offline) include:

• Bespoke products
• Branded / personalised products
• Cut cable

Non-returnable webshop items are clearly identified

Also (ordered offline via branches):

• Items not stocked by Rexel, but ordered in specially for you*

*Certain items may be accepted back by our suppliers with a handling charge which would be deducted from your credit. Your local branch (or Customer Contact Centre for online orders) will advise you.

Who will cover the cost of return?

Rexel will cover the cost of returning any faulty, damaged or incorrectly supplied items. All other items are to be returned at our customer’s cost.

How do I make a return or cancel an order?

Online orders

1. Call our Customer Contact Centre on 0330 045 0606
2. Complete an Order Cancellation formhere, and email to customersupport@rexel.co.uk or post to:
   Customer Contact Centre, Rexel UK Limited, Eagle Court 2, Hatchford Brook, Hatchford Way, Sheldon, B26 3RZ
3. Click here to fill out an online cancellation form

Branch / phone orders

1. Phone or call in person to any branch to arrange your return; or
2. Complete a cancellation form here, and email, or post to the branch where you placed the order; or
3. Click here to fill out an online cancellation form

Please note: if your cancellation form is received after your goods have been despatched and invoiced, it will be necessary to arrange a return and credit.em>

What if I have a shortage?

If your advice note shows items you have not received, please report this as soon as possible to your local branch, or for online orders, our Customer Contact Centre (no later than 30 days from delivery date) so we can investigate the problem for you.