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FENNEL UK LTD RETURNS POLICY
Fennel UK Ltd want you to be satisfied every time you purchase from us. Occasionally though, we know you may want to return or exchange goods and therefore most Fennel UK goods can be returned within 15 days of receipt of delivery if the returns procedure and conditions of return are adhered to. You must contact us within 5 working days to report any faults, damage or incorrect goods delivered; after a period of 7 working days* following delivery you are deemed to have accepted the goods.
All goods must have been thoroughly inspected for compliance with the Warranty (see Website Purchases Terms & Conditions for details) within 5 working days of receipt and any faults or defects reported to us in writing at email@example.com.
You must advise us of any damaged goods via email to firstname.lastname@example.org or by completing the contact form on our website within 5 working days following day of receipt of goods with a description of the damage along with photographic evidence.
Any goods that have been fitted and are subsequently found to be damaged will only be refundable or exchangeable at our discretion.
Fennel UK Ltd are not under any obligation to replace or repair any Goods with faults or defects reported outside of this period.
NOTE: The Buyer takes full responsibility for ensuring that any third party directly receiving Goods on their instruction inspects the Goods and follows the above guidelines and time scales.
Returns are accepted at our discretion and a return authorisation number must have been provided by Fennel UK Ltd prior to any goods being returned. For returns where a Buyer has ordered goods in error, has changed their mind or no longer requires the goods Fennel UK Ltd reserve the right to charge costs of carriage and re-stocking fee to cover the associated costs of return. Our standard re-stocking fee is 20% of the original order value (net of carriage and VAT).
We give you 5 Working Days from the day you receive your goods to request a return then 10 Working Days to get the goods back to us for a refund, less carriage.
To request the return of any items for replacement, exchange or refund, please email us at email@example.com or send us a message via the contact form on our website, within 5 days from the day you receive your goods, stating your order number and the goods you wish to return. We will then provide you with a Returns Authorisation number and a returns label for you to print. We will do this without delay and not later than a single working day after we receive your return request. We will not accept the return of goods without prior authorisation or where the returned goods are unfit for re-sale, unless the goods have been reported damaged or faulty in accordance with the conditions stated above. These goods must be paid for in full by you.
Please note that it is your responsibility to get the goods back to us safely within 10 days of informing us of the intended return.
Where product returns are agreed by Fennel UK Ltd, goods should be correctly and suitably packaged and labelled by the Buyer for their safe return. If goods are not suitably packaged and are received back by Fennel UK Ltd with damage caused in transit, we are not obliged to credit or refund the products. All returned items should be received back in the same condition in which they were shipped. This means that new items must be returned new, unused and complete and where possible in their original packaging. We reserve the right to refuse returns or to charge our fees and expenses if the goods are not received in new, unopened condition.
Fennel UK will refund the cost of sending an item back to us if it’s defective, damaged or incorrect.
If the product is not suitable to be returned by Royal Mail services, please contact us for further advice. For certain items, we may be able to offer a collection service. If your return is not the result of a Fennel UK error and we arrange the collection and return for you, we will deduct the cost of the return from any credit/refund due.
Once Fennel UK Ltd are in receipt of the returned goods we will carry out a returns inspection. This will be carried out no later than 2 Working Days after the goods have been received by us. On completion of the inspection we will inform you of our decision about whether we accept or reject the return and provide details of the action to be taken as below:
a. If we accept the return then the replacement, exchange or refund will be actioned. Refunds will be reduced or refused if the product is damaged, unusable or defective from its original state, including if it excludes original packaging. Fennel UK Ltd will only refund the cost of sending an item back to us if it is found to be defective, damaged or incorrect.
b. If we reject the return the Buyer has the choice of having the Goods sent back to them at their cost or leaving the Goods with the Seller to dispose of as we wish. The Seller reserves the right to return the Goods to the Buyer at cost to the Seller should they not wish to dispose of the Goods and the Buyer must accept delivery of the Goods.
Once we have accepted returned goods, we will make the replacement/exchange/reimbursement without delay and not later than 7 working days after the date we make the decision about whether to accept the return.
We will make the reimbursement using the same means of payment as was used for the initial transaction.
If you need to speak to a member of our sales team please call 01282 871806.
For our full terms and conditions for website purchases please go to www.fenneluk.com and select Terms & Conditions at the bottom of the home page.
*Working Day means any day Monday to Friday excluding bank and public holidays in England.