Return & Cancellation policy

Returns Authorisation

You must return the good(s) to us within 14 days of cancelling your order once you have received approval for this. No returns will be accepted without prior authorisation in writing by our returns team. Items returned without prior approval cannot be accepted and may be disposed of.

Once a return authorisation is issued, the goods (in original packaging and as received) must be received by our returns department within 14 days. We are unable to accept returned items after this time.

 

Statutory Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

 

Cancellation, Returns or Exchanges

If your order is in transit with your courier, it is unlikely we will be able to cancel your order. However, to cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods.

 

Non-Returnable Items 

  • Items not returned in the condition they were received
  • Items that have obvious signs of use
  • Items that are returned more than 14 days after returns authorisation
  • Items that you received more than 14 days ago

 

Unwanted, Faulty or Damaged Items

If your goods are unwanted but still in a re-sellable condition, you have 14 days from receipt of your goods to send these items back to us for a refund or if after 14 days, we are only able to offer an exchange. All goods must be unused and in original packaging upon return. We cannot refund any goods that have been damaged whilst in your possession.

Please be aware that it is your responsibility to arrange the shipping of unwanted items. We are not responsible for any return costs of unwanted goods.

If any item that we deliver to you arrives damaged or is faulty or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item once inspected by our returns team.

Damaged items cannot be returned after 14 days of receipt of goods, and we reserve the right to extend this within reason.

You may be required to supply photographs of any damaged items you can upload these as part of our returns process.

You must notify us of any items that arrive damaged within 48 hours of receipt of goods.

Please note that we will only refund the delivery charge if the whole order is damaged or faulty.

 

Calculating Refunds

Please note that all refunds will be made to the original payment method.

Your refund will be processed when the item is back with us and has been logged. We'll send you an email to confirm once your refund has been processed, and once you've received your confirmation email it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.

We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.

Your statutory rights in respect of faulty, damaged, or missing items or goods which are not as described are not affected.

Please note: if a part is ordered incorrectly or you change your mind after the item has been despatched, a re-stocking fee of 20% plus postage may be deducted from any refund issued. This does not affect your statutory rights. 

 

Where To Send Your Return

Once your return has been approved in writing by us, we will notify you of the address to return them to. Please do not return goods without first receiving written approval to do so, as unconfirmed returns cannot be accepted and may be disposed of. Please allow up to 24 working hours for a response. Our current business hours can be found in our Help Centre.

 

ADR - Alternative Dispute Resolution

If you have made a complaint and have exhausted all the options provided by Finerfilters, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. You can find a list of Trading Standards approved ADR providers here.

Alternatively, there is an EU wide ADR mechanism available to consumers which can be accessed here.