Refunds & Returns

Thanks for your purchase with us. In the event that you are not
completely satisfied with your order,
You have 14 days from receipt to notify us of your wish to return goods. All returns must be completed within 30 days of delivery

Please return goods to our fulfilment centre at:
Abernant Yard
Pontardawe Road, Rhydyfro
Pontardawe
SA8 4SX

Damaged Goods or Short Delivery
Any damage or shortages must be noted on the carrier's delivery sheet immediately at the point of delivery. Damaged items should be signed as "Damaged" and where possible refused at delivery. Written notice must be given to Fibrelux Ltd within 24 hours of receipt of goods, accompanied by photographic evidence. Failure to note damage on the courier's proof of delivery will result in no claim being possible through the haulier's insurance. All goods should therefore be unwrapped and inspected whilst the delivery driver is present.
Replacement carriage for confirmed damaged goods will be provided free of charge. Original carriage charges cannot be refunded.

Return Of Goods (undamaged)
Where Goods are requested to be returned, this must be done within 30 days of
delivery and authorised in writing by Fibrelux. Where the Company agrees to such return, the customer agrees to arrange and
pay for the shipping costs. Credit for returned Goods is dependant upon
their condition on arrival. The customer agrees to pay a
restocking/administration charge of 20% of the invoice value of the
goods returned. A Credit Note will be issued for 80% of the goods
returned value. Original Carriage charges cannot be refunded.

Please keep in mind that any item sent for a full refund must be delivered
unused and in the same condition as you received it, along with the
packaging and any tags still attached to the product.

Alternatively, if you would like to make use of store credit, please make a note of this on your returns form. 

In the event an item is received broken or damaged, then you will be given
a full refund or we’re happy to exchange the product, dependent on what
you are likely to prefer. 

Please note that  it is the customer
who is responsible for return shipping fees and we cannot take
responsibility for the delivery time or loss of a returned package, so
we recommend using tracking numbers to insure your package is returned
to us.

Refunds

Once your return is received and inspected,
we will send you an email to notify you that we have received your
returned item. We will also notify you of the approval or rejection of
your refund.
Approved refunds will be processed within 5 business days to your original payment method. Please allow a further 3–5 business days for your bank or card provider to post the credit.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Warranty Claims

For more details about claims under warranty, outside of the 30 day period,
in cases where your purchase is faulty or defective, see our terms and conditions.

Contact Us

If you need to talk to someone about your return or refund, we’re here to help.