1. Introduction
This Returns and Refunds Policy applies to all products purchased from FikFis Limited through www.fikfis.co.uk. This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose, and as described. If goods do not meet these requirements, you have the rights described in this policy.
2. Faulty, Damaged, or Incorrect Goods
2.1 Goods Must Conform to Contract
All goods sold by FikFis must:
• Be of satisfactory quality (free from defects, safe, durable)
• Be fit for any particular purpose made known to us at the time of purchase
• Match the description, sample, or model provided
• Be installed correctly (where installation forms part of the contract)
2.2 Your Rights for Non-Conforming Goods
If goods do not conform to the above standards, your rights depend on when you identify the problem:
Your Rights Under the Consumer Rights Act 2015
Within 30 Days of Delivery
• You have the right to reject goods that are faulty, not as described, or not fit for purpose.
• You are entitled to a full refund under the short-term right to reject.
From 30 Days to 6 Months After Delivery
• You have the right to request a repair or replacement of the goods.
• If a repair or replacement is not possible or is unsuccessful, you may be entitled to a price reduction or a refund.
From 6 Months to 6 Years After Delivery
• You may be entitled to a repair or replacement if the goods do not conform to the contract.
• If a repair or replacement is not possible, you may be entitled to a price reduction or partial refund.
• After the first 6 months, you may need to demonstrate that the issue existed when the goods were supplied.
2.3 How to Report a Problem
If you believe your goods are faulty, damaged, or incorrect, please contact us as soon as reasonably possible:
• Email: support@fikfis.co.uk
• Include your order number in your message
• Describe the fault or issue clearly
• Include photographs of the defect/damage where possible
We will respond within 2 business days and advise on next steps, including whether you need to return the item and how.
2.4 Proof of Purchase
You will need to provide proof of purchase (such as your order confirmation email or order number) in order to make a claim under this policy.
3. Return Process
3.1 Returning Faulty or Non-Conforming Goods
If we confirm that your goods need to be returned, we will provide you with a returns authorisation. Please do not return goods without first contacting us, as unauthorised returns may not be accepted.
For goods confirmed as faulty, damaged in transit, or not as described, we will arrange and pay for return postage. Instructions for returning the item will be provided by our customer support team.
3.2 Returning Goods Within the Cooling-Off Period
If you are returning goods under your 14-day cooling-off right (not because they are faulty), you are responsible for the cost of return postage unless otherwise agreed. Please refer to our Order Cancellation and Refund Policy.
3.3 Return Condition
Where goods are being returned under your cooling-off right (i.e., not faulty returns), goods should be returned in their original condition and, where possible, original packaging. If goods have been used beyond what is necessary to assess their nature and functionality, we may make a deduction from your refund to account for any reduction in value.
4. Refund Process
4.1 Refund Confirmation
Once we receive your returned goods and complete an inspection (or, in appropriate cases, accept your report without requiring a return), we will notify you of the outcome within 2 business days.
4.2 Refund Timeframes
Where a refund is approved, we will issue the refund within 14 days of:
• Receipt of the returned goods, or
• Receipt of satisfactory evidence of the issue where return is not required
Refunds will be made to your original payment method.
4.3 Replacement Option
Where you are entitled to a repair or replacement, we will advise you of the expected timescale. If a repair or replacement cannot be carried out within a reasonable timeframe, we will offer you a price reduction or full refund as appropriate.
5. Change of Mind Returns
In addition to your statutory rights, we offer a 14-day change of mind return policy for most products. This means you may return unwanted items within 14 calendar days of delivery provided:
• The goods are unused, undamaged, and in their original packaging
• You notify us by email at support@fikfis.co.uk before returning the item
• You bear the cost of return postage (unless otherwise agreed)
Change of mind returns are not available for sealed health/hygiene goods that have been opened, personalised goods, or goods that cannot be returned by their nature.
6. Contact Us
If you have a query about a return or refund, please get in touch with our customer support team:
Email: support@fikfis.co.uk
Website: www.fikfis.co.uk
We are committed to resolving all customer concerns promptly and fairly.