Our returns procedure and your rights depend on whether you are purchasing from us as a consumer or for business purposes. Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.

Consumer Customers

For the purposes of this policy, a consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

Changed Your Mind?

If you purchase goods from us online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you receive your goods. If your order is delivered in separate shipments, the cancellation period may run from the day you receive the last item, where applicable.

To cancel, please contact us using our contact form or by email sales@fastfixingsonline.com clearly stating that you wish to cancel your order.

Once you have told us that you wish to cancel, you must return the goods to us within a further 14 days.

For change-of-mind returns, you are responsible for arranging and paying the cost of returning the goods to us. This does not apply where goods are faulty, incorrect or otherwise do not conform to the contract, where different rights may apply.

You may inspect the goods as you reasonably would in a shop. If the goods have been handled more than necessary and their value has been reduced as a result, we may make an appropriate deduction from your refund where permitted by law.

Some goods are excluded from the statutory right to cancel, including certain personalised or bespoke products. This does not affect your rights if the goods are faulty or otherwise do not conform to the contract.

Your Refund – Change of Mind

For a valid change-of-mind cancellation, we will refund the price paid for the returned goods.

If you paid a standard delivery charge when placing your order, we will also refund that original standard delivery charge. If your order qualified for free delivery, there is no original delivery charge to refund. If you selected a more expensive delivery service, we will only refund an amount equivalent to our standard delivery charge.

Return postage or carriage costs are not reimbursed for change-of-mind returns.

We will issue your refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you have returned them. Refunds will normally be made using the same payment method used for the original transaction.

Faulty, Damaged, Incorrect or Misdescribed Goods

Please inspect your order as soon as reasonably possible after delivery and contact us promptly if anything is damaged, incorrect or appears to be faulty. Prompt notification helps us investigate delivery issues with our couriers, but does not affect your statutory rights.

If goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015. Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract. This right normally lasts for 30 days, beginning in accordance with the Act. Further rights and remedies may apply after this period.

Where you are entitled to reject the goods, we will bear the reasonable cost of returning them to us. Please contact us before arranging the return so that we can provide the correct return instructions and agree the appropriate return method and reasonable return costs with you.

Please contact us via the contact form or by emailing us at sales@fastfixingsonline.com before returning any goods so that we can provide the correct return address and instructions.

Returned Goods

Where goods are returned to us, we may inspect them to confirm their condition and, where relevant, the nature of any reported fault, damage or other issue. Any refund, repair, replacement or other remedy will be provided in accordance with this policy and your statutory rights.

Large, Heavy & Oversized Goods

Some of the products we sell are large, heavy, long or otherwise unsuitable for return using normal postal services. This may include ladders, long-length building materials and other oversized products.

For consumer change-of-mind returns, you are responsible for arranging and paying the direct cost of returning the goods to us. For large, heavy or oversized goods that cannot normally be returned by post, we estimate that return carriage may cost up to £75 (including VAT) within the UK mainland. The actual cost will depend on the size and weight of the goods, the collection location and the carrier or return service used.

Please contact us before arranging the return of any large, heavy or oversized goods so that we can provide the correct return address and any applicable return instructions or authorisation requirements. You may then arrange return carriage using a suitable carrier, unless alternative arrangements are agreed with us.

This section applies to change-of-mind returns only. Where goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract and you are entitled to reject them, we will bear the reasonable cost of their return.

Business Customers

For the purposes of this policy, a business customer is a person or organisation purchasing goods wholly or mainly for purposes relating to their trade, business, craft or profession.

The consumer cancellation and cooling-off rights described above do not apply to purchases made for business purposes.

Change-of-Mind Returns

Business customers do not have an automatic right to return correctly supplied, non-faulty goods because they are no longer required, were ordered incorrectly, are surplus to requirements or because the customer has otherwise changed their mind.

We may, at our discretion, agree to accept a return in these circumstances. Any return must be authorised by us before the goods are sent back.

Where we agree to accept a business change-of-mind return, the goods must be unused, complete, undamaged and in a condition suitable for resale. Where applicable, goods must also be returned in their original packaging.

The business customer is responsible for arranging and paying all return carriage costs unless we expressly agree otherwise in writing.

Any return may also be subject to reasonable restocking, handling or other charges where these have been agreed with you as a condition of accepting the return.

Acceptance of a return on one occasion does not mean that we are obliged to accept the same or similar returns in the future.

Goods returned without prior authorisation may be refused.

Faulty, Damaged, Incorrect or Misdescribed Goods

Business customers should inspect goods as soon as reasonably practicable following delivery and notify us promptly if goods are damaged, incorrect, incomplete or appear to be faulty.

Goods supplied to business customers are subject to the applicable terms of the contract and relevant law, including the Sale of Goods Act 1979 where applicable. This includes implied terms relating to matters such as description, satisfactory quality and fitness for purpose, subject to any lawful terms agreed between us.

Where goods are faulty, damaged, incorrect, misdescribed or otherwise do not comply with the contract, please contact us before returning them. We will review the circumstances and provide the appropriate return instructions and remedy in accordance with our Terms & Conditions and applicable law.

Where the problem is caused by an error on our part, or where we are otherwise legally responsible for the reasonable cost of return, we will bear the applicable reasonable return costs.

Returning Goods

Please contact us using our contact form or by emailing us at sales@fastfixingsonline.com before returning any business order.

As products may be dispatched from different locations, the correct return address may vary depending on the goods ordered. Please do not return goods to an address shown on the original delivery packaging unless we have confirmed that address for the return.

Where you are responsible for arranging the return, the goods must be appropriately packaged and protected during transit. We strongly recommend using an appropriate tracked and insured delivery service and retaining proof of collection or postage.

Goods remain the business customer’s responsibility during return transit where the customer has arranged the return.

Once returned goods have been received, we may inspect them to confirm their condition and, where relevant, the nature of any reported fault, damage or other issue before processing the appropriate remedy.