1. Introduction
This Order Cancellation and Refund Policy ("Policy") applies to all orders placed through www.fikfis.co.uk and sets out your rights to cancel an order and receive a refund, as well as the process for doing so.
This Policy is in addition to, and does not affect, your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations").
2. Cancellation Before Dispatch
2.1 Cancelling Before Your Order Is Dispatched
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at support@fikfis.co.uk with your order number and a request to cancel.
We will make every effort to cancel your order before it is dispatched. If we are successful in cancelling the order before dispatch, we will issue a full refund within 14 days to your original payment method.
2.2 Orders Already Dispatched
Due to the nature of our dropshipping model, orders are often forwarded to our supplier for fulfilment shortly after confirmation. Once an order has been dispatched, it may not be possible to cancel the order before it reaches you.
If your order has already been dispatched, you retain the right to cancel under the Consumer Contracts Regulations once you have received the goods (see Section 3 below).
3. Right to Cancel After Receipt (Cooling-Off Period)
3.1 Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason within 14 calendar days, starting from the day after the day you (or a nominated person) take physical possession of the goods.
This right is available for distance sales, including all orders placed through our Website.
3.2 How to Exercise Your Right to Cancel
To cancel your order within the 14-day cooling-off period, you must inform us of your decision to cancel before the 14-day period expires. You may do so by:
• Sending an email to support@fikfis.co.uk clearly stating your name, order number, and that you wish to cancel your order
• Using our model cancellation form available on our Website
You do not need to provide any reason for cancellation within the cooling-off period, although feedback is welcome.
We will send you an acknowledgement of receipt of your cancellation notice by email.
3.3 Returning the Goods
Once you have notified us of your cancellation, you must return the goods to us without undue delay and within 14 calendar days of notifying us. You are responsible for the direct cost of returning the goods unless:
• The goods are faulty or damaged (see our Returns and Refunds Policy)
• The goods are not as described
• We have agreed to cover the cost of return in writing
Please ensure goods are returned in their original condition and packaging where possible. You are responsible for the goods while they are in your possession, and
your refund may be reduced if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
3.4 Refund Following Cancellation
Once we receive the returned goods and confirm they are in an acceptable condition, we will issue a refund within 14 calendar days of:
• Receiving the goods back, or
• Receiving evidence that you have dispatched the goods back (whichever is earlier)
The refund will include the original product price and standard delivery charges (but not any enhanced delivery charges where you selected a premium delivery option). Refunds will be made to your original payment method.
4. Exceptions to the Right to Cancel
The 14-day right to cancel does not apply to:
• Goods that are made to your personal specifications or clearly personalised
• Goods that have been sealed for health or hygiene reasons and have been unsealed after delivery
• Goods that by their nature cannot be returned, have deteriorated rapidly, or have expired
• Goods which are inseparably mixed with other items after delivery
Where any exception applies, we will notify you clearly before you place your order.
5. Refunds
5.1 How Refunds Are Issued
All refunds will be processed to the original payment method used at checkout. Where payment was made via PayPal, refunds will be processed back to your PayPal account.
5.2 Refund Timeframes
• Cancellation before dispatch: up to 14 days from confirmation of cancellation
• Cancellation after receipt (cooling-off period): up to 14 days from receipt of returned goods
• Faulty or incorrect goods refund: up to 14 days from acceptance of the claim
Please note that while we will process your refund within the timescales above, the time it takes for the refund to appear in your account may depend on your payment provider.
5.3 Partial Refunds
We may make a deduction from your refund to reflect any reduction in the value of goods that is the result of unnecessary handling by you. We will only make such a deduction after attempting to discuss the matter with you.
6. Contact Us
For any questions about cancellations or refunds, please contact our customer support team:
Email: support@fikfis.co.uk
Website: www.fikfis.co.uk
We aim to respond to all enquiries within 2 business days.