Refund policy

Returns

You must register a return/exchange within 14 days of receiving your order, to be eligible for a return your item must be unused and in the same condition that you received it.  It must also be in the original packaging and labels intact.

There are certain situations where only partial refunds are granted (if applicable).  Any item not in its original condition, damaged or missing parts for reasons, not due to our error, or an item that is returned more than 14 days after delivery.

UK Customers - I would like to return my order for a refund/exchange please see below:-

  1. Log in to your customer account here and register your return online. 
  2. If you don’t have a customer account, drop us an email at sales@fetlox.com to register your return, and we will send you a returns form.
  3. Please include the returns form when returning your order, giving us as much information as possible to process this.  (returns form)
  4. You can purchase a Royal Mail Returns Label from us at the cost of £3.30 by using this link on receipt of your order, we will send you a link to organise your return with Royal Mail.  It is your responsibility to organise the return; instructions will be given by Royal Mail on how best to do this.
  5. When returning your order, please ensure you include your Returns Form, the product must be unused, the tags and packaging remain intact. 

      EU Customers - I would like to return my order for a refund/exchange please see below:-

  1. Log in to your customer account here and register your return online. 
  2. If you don’t have a customer account, send us an email at sales@fetlox.com to register your return, we will send you a returns form.
  3. Please include the returns form when returning your order, giving us as much information as possible to process this.
  4. It is your responsibility to organise the return of your order using the most appropriate method and retain tracking details to monitor the progress of your order.
  5. When returning your order, please ensure you include your Returns Form, the product must be unused, the tags and packaging remain intact.
  6. Upon receipt, we will process your return/exchange. Return shipping will be covered by us to EU countries only.

Exchanges

If you require an exchange, please follow our returns procedure above.  For an exchange we recommend placing a new order on our website.  On receipt of your return, your refunds are processed very quickly and by placing a new order means there are no delays in turnaround and also avoiding disappointment with items going out of stock.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Sales@Fetlox.com.

Shipping

To return your product, you should mail your product to Fetlox Ltd, Stratton Nursery, South Petherton, TA13 5LW, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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