Refund policy
At Fibreking, we want you to be happy with your purchase. This Returns & Refund Policy explains our voluntary 30-day returns policy as well as your statutory rights as a consumer.
Nothing in this policy is intended to exclude, restrict or otherwise affect your statutory rights.
30-Day Returns Policy
Fibreking offers a 30-day return period, which means you have 30 days after receiving your order to request a return.
For a return under our voluntary 30-day returns policy, the item should be:
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unused;
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in the same condition in which you received it;
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complete with any tags, accessories or other items supplied with it; and
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where reasonably possible, returned in its original packaging.
You will also need to provide your order number, receipt or other reasonable proof of purchase.
These conditions apply to our voluntary 30-day returns policy and do not limit your statutory rights where goods are faulty, damaged, not as described or where you exercise a statutory right to cancel an eligible online purchase.
Your Right to Cancel an Online Order
For eligible online purchases, consumers generally have a statutory right to cancel their order without giving a reason.
You must notify Fibreking of your decision to cancel within 14 days after receiving the goods.
After notifying us that you wish to cancel, you then have a further 14 days to return the goods.
Our voluntary 30-day returns policy provides additional time to request a return but does not replace or reduce your statutory cancellation rights.
Certain goods may be excluded from the statutory right to cancel where an exemption permitted by law applies.
How to Start a Return
To request a return, please contact:
Email: info@fibreking.co.uk
Please include your order number and details of the item you wish to return.
If your return is eligible, we will provide instructions explaining how and where to return your parcel.
Customers are responsible for arranging the return of goods to Fibreking in accordance with the return instructions provided, except where applicable consumer law requires otherwise.
Fibreking does not normally provide prepaid return labels or arrange collection of returned goods.
Please contact us before returning an item so that we can identify and process the return efficiently.
Contacting us in advance does not affect any statutory rights you may have.
Change-of-Mind & Unwanted Returns
For unwanted or change-of-mind returns under Fibreking's voluntary 30-day returns policy, the customer is responsible for arranging and paying the cost of returning the goods to Fibreking.
For eligible statutory cancellations of online orders, the customer is responsible for the direct cost of returning the goods where Fibreking informed the customer of this responsibility before the contract was entered into, as permitted by law.
Customers may choose their own suitable postal or courier service.
We strongly recommend using an appropriate tracked service and retaining proof of postage until the return has been received and processed.
Where a customer independently chooses and contracts with their own return carrier, responsibility for pursuing any loss or damage occurring during that return will normally rest with the customer, subject always to applicable consumer law.
Faulty, Damaged, Incorrect or Non-Conforming Goods
Please inspect your order after delivery and contact us as soon as reasonably possible if an item is:
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faulty;
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damaged;
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not as described;
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different from the item you ordered; or
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otherwise does not conform to the contract.
We will assess the issue and provide the appropriate remedy in accordance with your statutory rights.
Where a customer exercises a statutory right to reject goods, the customer agrees to return the goods to Fibreking in accordance with the reasonable return instructions provided by Fibreking, except where applicable law requires otherwise.
Where Fibreking is legally responsible for the reasonable cost of returning faulty, damaged, incorrect, rejected or otherwise non-conforming goods, Fibreking will bear the reasonable return cost.
Customers should contact Fibreking before returning faulty, damaged, incorrect or non-conforming goods so that an appropriate method of return can be agreed.
Fibreking does not routinely provide prepaid return labels or arrange collections.
Where Fibreking is responsible for reasonable return costs, depending on the circumstances Fibreking may:
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reimburse an agreed reasonable return postage cost;
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provide a prepaid return label where appropriate; or
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agree another reasonable method of return.
Customers should not incur unusually high or unnecessary return costs without first agreeing those costs with Fibreking.
Where applicable consumer law requires Fibreking to arrange collection, or otherwise places responsibility for collection on Fibreking, Fibreking will comply with those requirements.
Nothing in this section affects your statutory rights.
Condition of Returned Goods
Customers exercising a statutory right to cancel an online order are entitled to handle and inspect the goods to establish their nature, characteristics and functioning, broadly in the same way they could reasonably do in a shop.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, Fibreking may make an appropriate deduction from the refund for any resulting reduction in value, where permitted by law.
Our voluntary 30-day returns policy may require unwanted goods returned outside the statutory cancellation period to be unused and in their original condition.
Nothing in this section affects your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Return Shipping Costs
For unwanted or change-of-mind returns, the customer is responsible for arranging and paying the direct cost of returning the goods where permitted by law and where the customer was informed of this responsibility before purchase.
Fibreking does not normally provide prepaid return labels or arrange collection for unwanted or change-of-mind returns.
Customers are free to select their own suitable postal or courier service.
Where Fibreking is legally responsible for the reasonable cost of returning goods, including where applicable for faulty, damaged, incorrect, rejected or non-conforming goods, Fibreking will bear the reasonable return cost.
This does not necessarily require Fibreking to arrange collection or provide a prepaid return label. Depending on the circumstances, an appropriate method of return and reasonable return cost will be agreed with the customer.
Packaging Your Return
Customers are responsible for packaging returned goods appropriately to help prevent damage during transit.
Where reasonably possible, the original packaging may be used.
The customer should ensure that the parcel is securely sealed and correctly addressed in accordance with the return instructions provided by Fibreking.
Customers arranging their own return are strongly advised to obtain and retain proof of postage and tracking information.
Any requirement concerning packaging does not affect the customer's statutory rights.
Sale & Promotional Items
Items purchased in a sale or promotion are subject to the same statutory consumer rights as full-price items.
Sale or promotional items may also be returned under Fibreking's voluntary 30-day returns policy provided they meet the applicable return conditions.
Where an item was specifically reduced because of a fault or defect that was clearly brought to the customer's attention before purchase, the customer cannot later rely on that particular disclosed fault as the reason for claiming the goods were not of satisfactory quality.
This does not affect any other statutory rights.
Gift Cards
Gift cards are generally non-refundable under Fibreking's voluntary returns policy, except where a refund or cancellation is required by applicable law.
This does not affect your statutory rights.
Exchanges
If you would like a different product, colour, size or other variation, the quickest method is normally to return the original item and place a separate order for the replacement.
For an unwanted item, the customer is responsible for arranging and paying for the return in accordance with this policy.
This does not affect any statutory right you may have to a repair or replacement where goods are faulty or otherwise do not conform to the contract.
Refunds
Once we receive your return, we will inspect it and confirm whether the return qualifies for a refund under this policy or applicable consumer law.
Where a refund is due, it will be made to the original payment method, unless otherwise agreed or permitted by law.
For an eligible statutory cancellation of an online order, Fibreking will make the required reimbursement without undue delay and no later than 14 days after the day we receive the returned goods or, where permitted by law, the day the customer provides evidence that the goods have been sent back, whichever occurs first.
Where no goods were supplied, the statutory refund will be made within the applicable legal timeframe following notification of cancellation.
Where permitted by law, Fibreking may withhold reimbursement until we have received the goods back or the customer provides evidence that they have returned them, whichever occurs first.
For returns made solely under Fibreking's voluntary 30-day returns policy outside the statutory cancellation period, we will process an approved refund as soon as reasonably practicable after receiving and inspecting the returned goods.
Please allow additional time for your bank, card provider or payment provider to process the refund after it has been issued by Fibreking.
Original Delivery Charges
Where an eligible online consumer order is cancelled under the statutory cancellation provisions, Fibreking will refund the price of the returned goods together with the cost of our least expensive standard delivery option, where required by law.
If you selected an enhanced or more expensive delivery service, Fibreking is not required to refund the additional amount paid above the cost of our least expensive standard delivery option.
For returns made solely under Fibreking's voluntary 30-day returns policy after the statutory cancellation period has expired, original delivery charges are not refundable unless required by law.
This does not affect refunds or remedies relating to faulty, damaged, incorrect or non-conforming goods.
Lost or Damaged Return Parcels
Where a customer independently arranges their own return service, customers are strongly advised to use a tracked and appropriately insured service.
Customers should retain their proof of postage and tracking information until their return has been received and processed.
Where a return arranged independently by the customer is lost or damaged in transit, the customer may need to pursue the postal or courier service they selected.
This does not affect any responsibility Fibreking may have under applicable consumer law.
Proof of Purchase
We may ask for reasonable proof that the item was purchased from Fibreking.
Proof of purchase may include an order confirmation, receipt or other appropriate evidence of purchase.
Your Statutory Rights
Nothing contained within this Returns & Refund Policy is intended to exclude, restrict or otherwise affect your statutory rights.
Goods supplied by Fibreking must meet the requirements of applicable consumer law, including being as described, of satisfactory quality and fit for purpose where those requirements apply.
Your statutory remedies may include a refund, repair, replacement or price reduction depending on the circumstances.
This policy should be read alongside our Delivery & Shipping Policy and our applicable Terms & Conditions of Sale.
Where there is any conflict between this policy and a customer's statutory consumer rights, the customer's statutory rights will apply.
Contact Us
If you have any questions about a return, refund or faulty product, please contact:
Fibreking Ltd
Email: info@fibreking.co.uk
Please include your order number and details of the item concerned so that we can assist you as quickly as possible.