Refund policy

Thank you for your purchase. If 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.

All returns must be authorised by Fibrelux Ltd in writing before goods are despatched. To request a return, please contact us at info@fibrelux.co.uk with your order number and reason for return. We will confirm the returns procedure and provide a return address once the return is approved.

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 dependent 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.

Any item sent for return must be delivered unused and in the same condition as received, along with original packaging.

It is the customer's responsibility to arrange and pay return shipping fees. We recommend using a tracked service as we cannot accept responsibility for lost or delayed returns.

Refunds

For goods confirmed as damaged or defective, a full refund will be processed to your original payment method within 5 business days of the return being approved. Please allow a further 3–5 business days for your bank or card provider to post the credit.

For undamaged returns approved under our returns policy, a Credit Note will be issued for 80% of the invoice value of returned goods (after deduction of the 20% restocking/administration charge) within 5 business days of receipt and inspection.

Late or Missing Refunds

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