Return & Refund Policy

Returns & Refund Policy

1. Eligibility for Returns

You may return eligible items within 14 days of receiving your order.

To qualify for a return, items must:

Be unused and in their original condition
Include all original packaging
Be returned with proof of purchase
Be in resalable condition

Items that have been assembled, installed, or used cannot be returned unless faulty.

We reserve the right to refuse returns if items show signs of use, damage, or missing packaging.

Refunds are processed within 5–10 business days after the returned item has been received and inspected. Refunds are issued to the original payment method.

2. Non-Returnable Items

The following items are not eligible for return or refund:

Clearance or sale items
Gift cards

3. Damaged or Faulty Items

If any damage or fault is identified after delivery, customers must notify us within 48 hours of receiving the goods.

Please email info@fencyconcept.com including:

Your order number
A description of the issue
Clear photos of the item

Once reviewed, we will provide an appropriate resolution, which may include repair, replacement, or refund.

4. Inspection Upon Delivery

Customers are required to inspect goods at the time of delivery.

Any visible damage should be reported to the delivery team and recorded at the time of delivery.

Failure to report visible damage at the time of delivery may affect our ability to assess claims.

5. Return Process

Before returning any item, customers must contact us to request return authorisation.

Returns sent without prior approval may not be accepted.

Once approved, we will provide instructions for the return.

6. Return Shipping & Collection

If a return is requested due to a change of mind, the customer is responsible for return shipping costs.

We recommend using a tracked and insured service, as we are not responsible for items lost or damaged during return transit.

Original delivery charges are non-refundable unless the item is faulty or incorrect.

For large furniture items, collection or return transport costs may apply or be deducted from the refund amount.

Customers are responsible for ensuring that items will fit through doorways, hallways, and access points prior to purchase.

Additional costs may apply where delivery cannot be completed due to access restrictions.

7. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original product and place a new order.

This policy does not affect your statutory rights under UK consumer law.

For any questions, please contact us at info@fencyconcept.com