Refund policy

Cancellation of your order

An order can be cancelled until the item is fulfilled.  Please note all orders are despatched same day if ordered before 11am.   You can cancel your order via your customer account here or by emailing us at sales@fetlox.com. 

Returns

You must register a return 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.

Registering a Return - UK:-

  1. Register your return by logging in to your customer account here.
  2. If you don't have a customer account please email us at sales@fetlox.com
  3. When returning your order please include your returns form which can be printed here. Please complete the returns form as fully as possible.
  4. It is your responsibility to return your order back to us, we cannot accept responsibility for parcels that aren't delivered directly to the returns address, or are left unattended.
  5. You can purchase a Royal Mail returns label from us at the cost of £3.60 upon receipt of payment you will receive a link to the Royal Mail website where you can organise your return.  Please ensure you are subscribed as this is an automated email - if you are not subscribed you won't receive the link. To purchase a label, click here. 

        Registering a Return - EU:-

    As an EU customer you have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason. The withdrawal period expires 14 days from the day you (or someone you nominate) receives the last item in your order.

    To exercise your right of withdrawal, you must inform us before the 14-day period expires. You can do this in one of the following ways:

    1. Exercise your right of withdrawal by clicking withdraw from contract here. You will be asked to confirm your withdrawal and will receive a confirmation by email.
    2. Log into your customer account here to register your return.
    3. If you don't have a customer account, email us at sales@fetlox.com clearly stating your name, order number, and your wish to withdraw.

    Once you have notified us:

    1. Please include your completed returns form, which can be printed here, with your returned items. Complete it as fully as possible.
    2. Goods must be returned to us within 14 days of notifying us of your withdrawal. It is your responsibility to arrange and pay for return postage. We cannot accept responsibility for parcels that are not delivered directly to our returns address or are left unattended.
    3. We will refund you within 14 days of receiving your returned goods (or proof of postage, whichever is earlier), using the same payment method you used to place your order. Please note that original shipping costs are non-refundable and will be excluded from your refund.

    Registering a Return:- Rest of the world

    1. Register your return by logging in to your customer account here.
    2. If you don't have a customer account please email us at sales@fetlox.com
    3. When returning your order please include your returns form which can be printed here. Please complete the returns form as fully as possible.
    4. It is your responsibility to return your order back to us, we cannot accept responsibility for parcels that aren't delivered directly to the returns address, or are left unattended.

    Exchanges - UK Only

    1. If you require an exchange, please follow our returns procedure above.
    2. We recommend placing a new order on our website, this avoids disappointment when items go out of stock. 
    3. Alternatively we offer 1 exchange (additional exchanges will be charged), we will cover the shipping cost, however should you return your exchanged item for a refund we will deduct the shipping cost from the final refund.
    4. Items from our Outlet Page cannot be exchanged.  

    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, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 days of receipt.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank/credit card account, it may take some time for your refund to appear. 

    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, we highly recommend you use a trackable shipping method. 

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