Returns policy
Please be aware all UK purchases are entitled to a 14 day cooling off period during which you may cancel your order. Goods may be returned in "New/Unused Condition" within 14 days of the order date. Customers must ensure the goods are securely packed (in the original packaging), complete with "Tags", where applicable, and are responsible for paying the relevant return carriage costs. If the goods are returned in "New/Unused Condition" a refund of the full cost will be paid through the original Credit/Debit Card/PayU system. Please note that the price you are charged for postage and packing is only a contribution to that cost, it is not the actual cost of sending your order to you. This does not affect your statutory rights. If the product delivered is not what you ordered, or does not correspond with its description or is damaged on delivery to you, FAKTOR LIMITED will, at its option, deliver to you a replacement product or refund to you the price paid and your reasonable costs of returning the products. In the case of damaged products, delivered by Carrier, you must note the nature of the damage on the carrier's consignment note. In the case of damaged products, delivered by courier you should, where possible, make a photographic record of the damage and/or return the damaged goods to FAKTOR LIMITED to enable a compensation claim to be made. In either case you must inform us within three days of delivery, and make any returns within 14 days of delivery.
Returns from outside the UK will NOT be entitled to a refund of the original postage unless the item sent is damaged.
PLEASE NOTE - Returned goods are the responsibility of you, the customer. FAKTOR LIMITED will NOT accept responsibility for goods damaged in transit. If a returned item arrives at our warehouse and the package is damaged on arrival we will refuse to accept the delivery. If the damage is not apparent until the package is opened you must inform us of the damage and send an image. Refunds will NOT be made for goods that are returned in a damaged condition (unless the damage occurs before you the customer receives the delivery)
We aim to process all refunds promptly however at busy periods it may take up to 14 days for us to process your refund.
NB A charge of £14.50 will be levied by FAKTOR LIMITED if a parcel is refused upon delivery to cover the return delivery and administration costs with the exception of parcels that have been damaged in transit. As stated earlier, you, the customer, are responsible for return carriage costs unless an item is faulty.
Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
- We will not refund or exchange the product
- We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product
- If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion without any liability to you.
Exceptions from the above:
We may, on occasion, source/make items for customers that we do not generally hold in stock. On such occasions our usual returns policy is voided and we will only refund if goods have been damaged in transit. Please be sure that the items ordered/made are suitable for purpose and will meet your requirements before the order is placed. We CANNOT offer a refund if the goods are not to your taste.