Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
1. Returns Policy – All Other Products
Our Returns Policy is really simple!
1.1 When you receive your item, you must check it as soon as possible following receipt and always before use.
1.2 Please ensure that a returns authorisation number is obtained before attempting to return any items to us.
Your right to change your mind
1.3 We've all done it: ordered something and then realised later that it is no longer needed. You have 14 days to return your order, starting on the day after you received the item.
How do I return my product?
1.4 Please follow the steps set out in the section headed What to Do to Return Your Item to Us.
Do you need me to do anything else?
1.5 All items must be returned unused and in their original packaging, as they were when received by you. Please take reasonable care of the item when inspecting it and ensure that any security seals or tags remain intact.
2. Wrong Item Received
2.1 We apologise if you have received the wrong item by mistake. To receive a refund or replacement, you must return the item in the same condition in which you received it.
2.2 This is not common, and we want to resolve it as quickly as possible. Please let us know within 14 days of receiving the item. If you notify us after this period, depending on the circumstances, we may not be able to provide a refund or replacement.
3. Damaged, Faulty, Incorrect or Missing Items
3.1 Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve the matter as quickly as possible.
3.2 If you believe that an item is faulty, please contact us as soon as possible after discovering the fault. You will need to explain exactly what the fault is, and we will advise you what to do next.
3.3 For more information about your rights and the remedies available to you, please see section 16 of our General Terms and Conditions of Sale.
4. Item Not Received
We apologise if you have not received your item. This is not common, and we want to resolve the matter as quickly as possible. Please let us know within 21 days of the date on which you received an email from us confirming that the item had been dispatched.
If you notify us after this period, depending on the circumstances, we may not be able to provide a refund or replacement.
5. Your Legal Rights
5.1 Our Returns Policy does not affect your legal rights.
5.2 For more information about your other legal rights, please contact the relevant organisation below.
England and Wales
Contact the Citizens Advice consumer helpline.
Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm
Scotland
Contact Consumer Advice Scotland for advice on consumer issues.
Consumer Advice Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm
Northern Ireland
Contact Consumerline, which is run by Trading Standards, for advice on consumer issues.
Consumerline
Telephone: 0300 123 6262
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm
6. What to Do to Return Your Item to Us
6.1 To return your item, register your return by logging in to your account, selecting your order and clicking the Return button. You will then be guided through the returns process. Alternatively, you can use our model cancellation form.
6.2 Once you have processed your return online, you have a further 14 days to return your item to us. Please make sure that your items are securely wrapped and that your parcel contains all the requested information.
6.3 Remember to ask for a receipt as proof of sending. Proof of postage does not cost anything. Without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
6.4 If you have any questions or need help, please contact us through your account via the Helpdesk.
7. What Happens If I Request a Replacement and It Isn't Available?
7.1 If you request a replacement and the product is no longer available, we will issue a refund to the original credit card, debit card or PayPal account used to purchase the item.
7.2 Any item that you have accepted and then returned remains your responsibility until it reaches our warehouse. Please use a delivery service that insures you for the value of the goods.
8. What We'll Do Next
8.1 Once we have processed your return, you will receive an email notification.
8.2 All successful returns will be credited to the original payment method. Refunds may take three to five working days, excluding weekends and bank holidays, to appear in your account.
9. Complaints
9.1 If you are not satisfied with the way in which we have handled the return, replacement or repair of an item, we apologise and want to resolve the matter.
9.2 Please contact our customer service representatives via the Helpdesk.
Part 4: Model Cancellation Form
Complete and return this form only if you wish to withdraw from the contract.
To: FIC Shareco Limited, trading as [●]
Address: Icon 1, 7–9 Sunbank Lane, Altrincham, WA15 0AF
Telephone: [●]
Email: [●]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] or for the supply of the following service [*]:
Goods or services:
_______________________________________________
Ordered on [*] / received on [*]:
_______________________________________________
Name of consumer(s):
_______________________________________________
Address of consumer(s):
_______________________________________________
Signature of consumer(s), only if this form is submitted on paper:
_______________________________________________
Date:
_______________________________________________
[*] Delete as appropriate.