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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 returns@fenneluk.com.
You
must advise us of any damaged goods via email to returns@fenneluk.com 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 returns@fenneluk.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.