Refund policy
Returns and Cancellations
We want you to be happy with your purchase. If you change your mind about your order, you have the right to cancel your order within 14 days of receiving your item, in accordance with UK consumer law.
After notifying us that you wish to cancel, you must return the item to us within 14 days.
To be eligible for a change-of-mind return, the item should be returned in its original condition, with tags where applicable, and in its original packaging where reasonably possible. You may handle the item only as much as necessary to inspect and assess it, as you would in a shop.
To start a return, please contact us at fairfexltd@outlook.com before sending anything back.
Please note that returns should be sent to:
154 Upton Park Road
Items returned without contacting us first may cause delays in processing your return.
For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise stated.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it and contact us immediately if your item is:
- Defective or faulty
- Damaged during delivery
- The wrong item
- Missing parts or accessories
Please contact us at fairfexltd@outlook.com and provide your order number and, where possible, photographs of the issue.
We will assess the issue and provide an appropriate resolution in accordance with your statutory rights under UK consumer law.
Nothing in this policy affects your legal rights as a consumer.
Non-Returnable Items
Certain products may be excluded from the statutory cancellation right where permitted by UK law, including:
- Custom-made or personalised products
- Products that are sealed for health or hygiene reasons and have been unsealed after delivery
- Products that are liable to deteriorate or expire quickly
This does not affect your statutory rights if a product is faulty, defective, or not as described.
Sale items are not excluded from your statutory consumer rights.
Exchanges
If you would like to exchange an item for a different size, colour or product, please contact us at fairfexltd@outlook.com.
Where possible, we recommend returning the original item and placing a new order for the replacement item. This is usually the fastest way to receive the product you want.
Refunds
Once we receive your returned item, we will inspect it and process your refund where applicable.
If your refund is approved, it will normally be issued to your original payment method.
For cancellations made under the statutory 14-day cooling-off period, refunds will be processed in accordance with applicable UK consumer law.
We will generally refund the standard delivery charge you originally paid. Any additional delivery cost resulting from choosing a more expensive delivery option will not necessarily be refunded.
Your refund may be reduced if the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.
Please allow additional time for your bank or payment provider to process the refund after we have issued it.
Statutory Rights
Nothing in this Returns & Refund Policy is intended to limit or exclude your statutory rights under UK consumer law.
If an item is faulty, not as described, or does not meet the required standards, you may have additional rights and remedies under applicable UK consumer legislation.
If you have any questions regarding returns or refunds, please contact us at:
fairfexltd@outlook.com