RETURN, REFUND and CANCELLATION POLICY

Overview

Completion of the contract between you and us is a 2-step process, contingent upon:

[1] our acceptance of your order, and

[2] despatch of the goods ordered by you.

The exceptions to this are:

[1] we have notified you that we do not accept your order, or

[2] you have cancelled your order in accordance with the cancellation conditions as stated below.

Proviso – your complete, or part of, order may not be accepted if an item you have ordered is:

[1] out of stock,

[2] we are unable to obtain authorisation for your payment, or

[3] if we identify a product or pricing error.

If we are unable to fulfil your order following our order acknowledgement, we will contact you by E-mail, WhatsApp or telephone advising you of this.

Cancellation

Orders cancelled after despatch incur a 25% surcharge, and return via courier at customer cost.

 Refund Policy

All sales are final, which means that once the order is finalised, you cannot change your mind.  We accept returns for refund or exchange, for items damaged in transit.  We cannot accept returns of any products that have been used, or damaged, by the customer.  If the product is defective, or you are not satisfied with your purchase, we willingly accept returns, in line with our refund policy, as outlined below. 

Please inspect your order upon receiving it.  Contact us at info@fosterandwelsh.com within 5 days of receipt of delivery, if the item is defective, damaged or if you have received the wrong item.  If a replacement is not available, we will refund the full purchase price of your item on receipt of returned goods.  We will do our best to rectify any errors speedily.

Procedure for a refund request

Please forward the following details to info@fosterandwelsh.com: 

• Reason for returning the products/s, order number, name of purchaser, E-mail address, delivery address, phone number, and a copy of your receipt.
• You are welcome to send a picture of any damages if relevant.

On receipt of the above information, if your request is accepted, you will be sent an authorisation reference number, along with return address shipping details. Please securely package the item(s) you wish to return and ship them back to us using a trackable shipping method. 

On receipt of your return, we will inspect the item(s) to ensure they are in their original condition and packaging. If all is in order, you will be offered the option to choose a refund or replacement.  A refund for, or replacement of, items will not be issued until the goods are received back in an UNUSED (and, where applicable, unopened) and fully resaleable condition.  Please note that we cannot refund shipping and handling fees or any custom-made products.   

We will process your refund or replacement within 3-5 business days.  The refund will be issued to the original payment method used to make the purchase.  A refund takes up to 10 business days to be credited back to the original payment method, as it can take some time for your bank or credit card company to process and post the refund.

Please note:

[1] original shipping and handling charges are not refundable (if applicable), and

[2] where the reason for return is NOT due to an error made by Foster and Welsh, all return costs incurred will be the customer’s responsibility.