IMPORTANT NOTICE TO ALL FINERFILTERS CUSTOMERS

To all of our customers - we are currently going through a site relocation commencing 01.10.24 until 11.10.24. We aim for this to have as minimal disruption as possible, however, due to the nature of the move, there may be some slight delays in relation to order dispatch and responding to customer enquiries.

Please message us at enquiries@finerfilters.co.uk and we will aim to respond to you as soon as possible. 

Thank you for being so understanding and we look forward to a new start which will offer an overall improvement to our service.

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Return & Cancellation policy

Returns Authorisation

You must return the goods 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. You will then receive a returns number which must be quoted on all correspondence. Items returned without prior approval or without a valid returns number cannot be accepted and may be disposed of.

Once a return authorisation/number 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 our 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 been in contact with water.
  • 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 full 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, 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 can, and will, only be made to the original payment method.

Your return will be processed within 7 working days of receipt of the goods back to us. We'll send you an email to confirm once your return, and refund has been processed.

Refunds can take 3-5 days from receipt of your confirmation email 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 deductions from the amount refunded to you if the goods have been used, parts are missing, or the goods or their packaging have been damaged.

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

Where To Send Your Return

Please do not return goods without first receiving written approval and a returns number. 

Unconfirmed returns cannot be accepted and may be disposed of.

Please return the items to the address below.

Returns Dept.
Finerfilters Ltd
Unit 21, A K Business Park
Russell Road
Southport
Merseyside
PR9 7SA

In the parcel, please include a note with your:

- Name

- Order ID/number

- Action: "Refund" or "Replace"

- Returns Number