Returns Policy

Returns Policy

Fennel UK Ltd want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and therefore most Fennel UK items can be returned within 30 days of receipt of delivery.


The following cannot be returned under the Returns Policy (unless defective):

Goods made to your specifications or clearly personalised

A service, if we have fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started.

Please check all goods for defect or damage within 24 hours of receipt. This will enable us to rectify the issue within the shortest time frame possible.

Arranging your Return

Returns are easy. We give you 7 days from the day after you receive your goods to request a return then 21 days to get the goods back to us for a refund, less carriage.

To notify us of your wish to return a product, please email us at or send us a message via the contact form on our website, within 7 days from the day after 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.

Please note that it is your responsibility to get the goods back to us safely within 21 days of informing us of the intended return.

You must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Used items must not have any additional signs of use or damage. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn't 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 your refund.

Refunds and Reimbursements

Once we have received your returned items we will make the reimbursement without delay and not later than 7 working days after the date we receive the goods back from you any goods supplied.

We will make the reimbursement using the same means of payment as was used for the initial transaction.

Exchange requests must be made in line with sections (1 to 4) as above.

All orders placed on our website or via telephone will be completed within 30 calendar days unless, advised in writing by the company and notified to customers within 7 days from original order date.

Refunds will be reduced or refused if the product is damaged, unusable or defective from its original state, including if it excludes original packaging.


The Sale of Goods Act 1973 states that we are under an obligation to reimburse you for goods that are defective or damaged as long as we have been notified of the defect or damage within a reasonable time.

You must advise us of any damaged goods via email to or by completing the contact form on our website within 7 days following day of receipt of goods with a description of the defect or 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.

Who are we?
Deborah Smith

Deborah Smith - Managing Director
Joined the company: 2005
Job role: Decision Maker
Hobbies: Cycling, Walking, Running
Favourite place: The Lakes
Favourite food: Hairy Bikers Toffee and Pecan Cheesecake 😊  hence the need for lots of exercise!
Favourite song: ‘The Way We Were’ - Gladys Knight
When I have free time I love to exercise, including all of the above and travel!

Marie Riley

Marie Riley - Business Support Manager
Joined the company: 2010
Job role: Well for the last 4 weeks it’s been helping to design our new website … 😉
Hobbies: Running, Gym
Favourite city: New York
Favourite food: Seafood Linguine…with extra chillies
Favourite song: Hmmm I have a few, but probably ‘One Love – U2 and Mary J Blige’
I don't really have any free time, does such a thing even exist? I love watching junk tv with a glass of prosecco

Nathan Smith

Nathan Smith - Sales
Joined the company: 2011 
Job role: Business development manager
Hobbies: Cars and Bikes
Favourite place: Lake district
Favourite food: Steak
Favourite song: Suspicious minds ‘Elvis’
When I have free time I love to: Spend time with the family outdoors

Kathy Goddard

Kathy Goddard - Sales Administrator
Joined the company: 2015 
Job role: Processing and despatching orders
Hobbies: Reading and going to the gym
Favourite city: Edinburgh
Favourite food: Pizza
Favourite song: Daydream Believer – The Monkees
When I have free time I enjoy a good glass of wine and reading a book

Lauryn Brogden

Lauryn Brogden - Junior Administrator
Joined the company: 2017 
Job role: Order processing and Sales Administration
Hobbies: Make Up Application and Face Painting
Favourite city: Manchester
Favourite food: Beef stir-fry
Favourite song: David Bowie: Space Oddity
When I have free time, I love to listen to music