Refund policy

1. Our 30-day returns policy

Everyone who buys from us gets 30 days on most stocked items, consumer or trade. By law, UK consumers can cancel within 14 — we give you 30, because we would rather you took the time to be sure.

Two clocks, not one:

  • Deciding: you have 30 days from the day you receive the goods to tell us you are returning them.
  • Sending it back: once you have told us, you then have a further 14 days to post the goods.

We accept return requests on most stocked items within 30 days of delivery, provided the goods are:

  • unused and uninstalled;
  • complete, with any fixings, fasteners or accessories supplied with them;
  • in their original packaging where that packaging protects the product in transit.

You are welcome to inspect an item as you would in a shop — an opened box is not a problem. But if an item has been fitted, cut, drilled, loaded or otherwise put to use, it may fall outside our voluntary 30-day policy. If you are a consumer exercising a statutory cancellation right, Section 2 explains how any reduction in value is dealt with.

Return carriage on change-of-mind returns is at your cost, and you are free to use any carrier you wish. We do not offer to collect change-of-mind returns. If a heavy or bulky item is difficult for you to post, ask us and we will quote a collection through our own carrier as a paid service, at your cost.

Please contact us before sending anything back so that we can identify your return and process it correctly. Prior notification is a condition of our voluntary 30-day policy. It does not affect any statutory rights you may have.

When your return reaches us we check it against the conditions above and then issue your refund to the original payment method, within 14 days of the goods reaching us. If you are a consumer exercising the statutory cancellation right, the timescale in Section 2 applies to you instead.

To start a return, email fs@fixingsmith.com with your order number.

2. Consumers: Your legal rights

A consumer is an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

The 30 days above apply to you in full. If you tell us within the statutory 14-day cancellation period, you are also exercising your statutory right to cancel, which adds two things in your favour:

  • We refund the price of the goods plus the standard outbound delivery charge you originally paid. If you chose an upgraded delivery service, we refund the standard rate only.
  • We issue the refund without undue delay and, in any event, within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner.

If you are a consumer exercising your statutory right to cancel, using an item beyond what would reasonably be permitted when examining it in a shop does not automatically remove your right to cancel. However, we may reduce your refund by the amount by which that use has reduced the value of the goods, including where the item can no longer reasonably be sold as new.

You do not need to do anything special to use this right — a clear statement by email to fs@fixingsmith.com is enough. You can also use the Model Cancellation Form in Section 9.

3. Business and trade customers

If you are buying in the course of a business, the statutory cancellation right in Section 2 does not apply to your order. However, our 30-day returns policy in Section 1 applies to you in full, with two differences:

  • Special-order or non-stocked items may be declined, or accepted subject to a restocking charge quoted at the time.
  • Return carriage is at your cost in all cases other than fault or error on our part.

Your rights in respect of faulty or misdescribed goods are unaffected.

4. Items excluded from our 30-day policy

Our voluntary 30-day change-of-mind policy does not apply to:

  • products cut, machined or otherwise made to a specification you have given us;
  • products that have been installed, fitted, loaded, modified, or used beyond what is reasonably necessary to inspect them;
  • special-order or non-stocked items supplied to a business or trade customer, where we told you before purchase that they were non-returnable;
  • gift cards.

If you are a consumer, the exclusions above do not affect your statutory cancellation rights. Please see Section 2 for how those rights apply, including where goods have been handled or used beyond what is reasonably necessary to inspect them.

Nothing in this section affects your rights if goods are faulty, damaged, unsafe, incorrectly supplied or not as described.

5. Faulty, damaged or incorrect items

If something arrives damaged, is faulty, or is not what you ordered, email fs@fixingsmith.com with your order number and, where possible, a photograph. Please tell us as soon as you reasonably can.

We cover the cost. We will arrange collection or send you a prepaid return label, and put it right by replacement or refund. You never pay return carriage on faulty, damaged or incorrectly supplied goods.

If you find a fault shortly after delivery, you may be entitled to reject the goods and receive a full refund. Contact us and we will deal with it.

6. How to return something

  1. Email fs@fixingsmith.com with your order number and what you would like to return.
  2. We will confirm the return and give you the return address. Goods are received back at our fulfilment centre, not at our company address. The fulfilment address is printed on your original packaging, and we will confirm it when you contact us. Please do not send returns to our company address.
  3. Pack the goods securely. Spring isolators, mounts and matting are heavy — please protect them properly in transit, as damage caused on the way back may reduce your refund.
  4. Send the goods to the address we confirm, marked with your order number.

Keep your proof of postage until your refund has been completed. We recommend using a tracked service for items of significant value. If you are exercising a statutory cancellation right, your refund will be handled in accordance with Section 2 above.

7. Refunds

Refunds are made to the original payment method. Once we have processed your refund, funds usually appear within a few working days depending on your bank or card issuer. If your bank has not credited the refund within 15 working days after we tell you it has been processed, please contact us.

8. Contact

Fixing Smith · fs@fixingsmith.com

9. Model cancellation form

You do not have to use this form. You can cancel by sending us a clear statement by email to fs@fixingsmith.com — see Section 2.

(Complete and return this form only if you wish to cancel the contract.)

To: Fixing Smith Ltd, 128 Torkildsen Way, Harlow, CM20 1AY — fs@fixingsmith.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.