Returns Policy
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Refunds and Returns
1.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
1.2 In order for us to accept a return or offer a refund, we will need to be contacted first. You can use any of the means stated in section (6.3) of this policy to contact us. Failure to contact us prior to return, will result in your right to a refund and/or exchange to be withdrawn, as we need to ensure the proper channels have been taken in order to troubleshoot and rectify such issues and/or faults. We may ask you for evidence in the form of pictures or videos to show the fault before the return can go ahead.
1.3 As a customer of ours, you have the right to cancel any order placed within 14 days of receiving the goods (2.3). You then have up to a maximum of 14 days to return the goods to us (2). We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
1.4 Should you wish to cancel an order after the 14 day returns window, and your product is unused and in a saleable condition, you can do so up to 30 days after receiving the goods. You will receive store credit for the order amount - less any shipping or collection charges. The cost of shipping and collection charges are dependent on your location. You will also be charged a £25 restocking fee per return.
1.5 We will refund any money received from you using the same method originally used to pay for your purchase. Unless the return is covered in section 1.4 of this policy.
1.6 If the product is faulty upon opening, we will refund to you the original delivery charges relating to the returned product. Any redelivery costs will be covered by Fogstar in the event of a warranty claim or faulty product. If the product develops a fault due to user negligence, your right to a refund will be void.
1.7 If the product was ordered in error, we will not refund to you any costs you incur
in returning the product to us. Due to the nature of the product, an additional fee may be applicable for safe return. Please refer to section (2.4). Products returned to us should comply with shipping laws and guidelines. Any shipping costs liable to you will be deducted from your refund amount upon the return of the product.
1.8 All purchase prices are final. Fogstar will not apply any discount/s to your order once payment has been made and received by us. You do have the right to cancel your order, but you will be subject to ensuring Section (2) and or (3) is adhered to.
- Returns
2.2 In order for us to accept the return from you, the buyer, we need to ensure the items were purchased from ourselves - the seller. Your order ID will be required to open a return/refund/exchange request, but we will also need to obtain additional information to ensure the products were purchased from us. We may need to confirm the name and/or delivery postcode on the order before submitting a refund/return or exchange request.
2.3 Items returned must be in a saleable condition. Regarding cylindrical batteries, the act of placing a battery on a charger for the first time will mark the negative terminal of the battery and thus - it will not be in a condition for resale. Please check your batteries before charging them. In regards to chargers/electronics, all original leads and accessories must be present in order to qualify for a return.
Regarding leisure batteries, if the battery has completed more than 3 cycles, this is no longer classed as in a saleable condition. Any damage to the outer casing of the battery caused by you, the buyer, us, the seller, or the courier, will also class the item as unsalable.
2.4 Due to the nature of goods (Hazardous materials - Category 9), we need to ensure the correct means of return/delivery are taken. On this basis, we will usually instruct a courier to ensure the safe return of the goods and we will provide you with all the necessary documentation required to make this possible via email. This will include, but not limited to, a prepaid return to sender label and the correct stickers/packaging to apply to the package for the safe transportation of such goods.
In some cases, we may have to arrange a courier collection from the original shipping address. You may be required to wait at the agreed address for the collection to take place. We will only arrange a collection on a date that has been agreed with you. Section (2.4) applies to all returns, included but not limited to those that have been at the fault of the seller (us) and the buyer (you). If we are at fault, we will of course cover all costs associated with a return. If the return is due to customer error, then we will ask you to cover these costs. We may however require you to take your return to a drop off point and print the returns label at your own cost. All details regarding this matter will be provided to you via email.
- Exchanges
3.1 In the event of an exchange due to customer error, the unwanted item will need to be returned and delivered to Fogstar before the exchanged item is shipped back to you. Any shipping charges incurred will be deducted from the refund and/or charged via a secure payment link before the exchange can take place.
3.2 In the event of an exchange due to our error, only at the discretion of Fogstar, will the exchanged item be shipped before the unwanted item is returned. All costs associated with this exchange will be covered by Fogstar.
- Cancellation and Amendment
4.1 Please ensure you check you have ordered the correct products for your required needs.
4.2 Fogstar Ltd will not be held liable for any wrong orders placed on your behalf. We will however ensure if you do make a mistake, we are on hand to rectify any errors.
From the point of fulfilment, we will do our best to make any amendments you require, but will not be held accountable if this is not resolved at the time of dispatch. Thus, you will be required to adhere to this policy in order to qualify for a refund and/or exchange - Sections (1) and (2).
4.3 Regarding partially paid pre-orders, we will contact you prior to despatch to arrange final payment and delivery with you. However, should we fail to hear from you after 14 days from the initial contact, we reserve the right to cancel your order. If your order is cancelled for this reason, the stock for the order will be reallocated to the inventory.
- Improper returns
5.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) We will not refund the purchase price or exchange the product;
(b) 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; and
(c) 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 in our sole discretion without any liability to you.
5.2 Posting on social media and creating online reviews is an improper way to contact us to arrange a return. Please ensure you contact us via a method stated in section 6.3 of this policy.
- Our Details
6.1 This website is owned and operated by Fogstar Ltd.
6.2 Our principal place of business is at:
Unit 21 Walkers Road,
Manorside Industrial Estate
Moons Moat North
Redditch
Worcestershire
B98 9HE
6.3 You can contact us:
(a) By using our website contact form.
(b) By telephone, using the contact number published on this website.
(c) By email, using customerservice@fogstar.co.uk.
(d) By using the messenger service on our Facebook page at
www.facebook.co.uk/FogstarUK.
(e) Submitting a refund request via the self-serve returns section.