Right to Cancel
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom order/ bespoke order, sometimes called 'Special Orders'.
The cancellation period will expire 14 days* from the day you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered.
To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post, or email). The easiest way to do this is to contact our Customer Services team via our online 'Contact Us' link; please include your order reference or ID so that we can tie up your message to the correct order.
You must return the goods, at your own cost, within a reasonable time frame which, we deem to be 14 days from cancellation; you must also:
Enclose the copy Delivery Note, bearing your order number, which is provided with your goods; (a record of your order is preserved in your online Account for your reference)
Ensure your goods are returned in a clean, unworn/unused/unaltered condition
Ensure all swing tags and/or labels are still in tact - removal of such is deemed to be the customer's acceptance of the product
Ensure the packaging the goods were supplied in, is included in the return
*OVERSEAS CUSTOMERS can now use our discounted courier rates to make their return; after booking your return online with us please send us a contact form stating that you wish to use our Returns Service and we will begin the process - all you'll have to do is print off the forms and arrange the collection /Drop-off with your local DHL office!
If you want a replacement for your return you can enclose a note with your return telling us what you want - remember to include the name of the product, the size and colour your want. Alternatively, send us a message when you book the return - or after using the 'Contact' link in the Website footer.
Where a replacement item is required we reserve the right to charge an amount, of up to the value of the original post & packing charges on the order, to contribute towards the costs of post and packing of the replacement items sent. Any additional amount will be charged to the original method of payment without prior notification to the customer.
Goods ordered as gifts
If you are ordering goods as a gift it is important that you tell us this at time of order - under the circumstances we will extend the normal return period to one month but this must be arranged at point of order; we cannot apply this extension retrospectively.
General Notes about Merchandise Returns
The customer has a statutory duty under consumer law to exercise due care of goods in their possession. Soiled goods will not be accepted for return; without limitation this includes goods that are soiled by animal hair and/or excretions, mud, human excretions, ink or make-up.
Goods returned not in accordance with these terms will be sent back to the customer without further notice, and the cost of postage debited from their credit/debit card; such goods paid for using a PayPal account will be held for a maximum of 30 days pending payment of postage by the customer and a new PayPal request for payment will be issued. Should the return postage not be settled within 30 days Fuller Fillies reserves the right to dispose of the goods at their discretion.
We strongly suggest you obtain a receipt for your return parcel from your chosen carrier as you will need it if your parcel goes missing or becomes damaged in transit, to track it's progress through their delivery network, or to make a claim against your chosen carrier for any failures in their service to you. Customers are free to use whichever carrier or mail service they like provided goods arrive with us in a reasonable time frame; we deem this to be 10 days from our acceptance of return.
Once your goods are received back into the warehouse we have up to 14 days to refund or replace the goods however; we endeavour to process all returns fully within 7 working days of their receipt by us.
Fuller Fillies accepts no liability to pay any monies to the customer by way of compensation, other than to refund the amount paid by you, for the goods in question.
Audio & Video products and Safety Wear such as Riding Hats and Body Protectors, are specifically excluded from our returns policy. Such items will only be accepted for return if they are damaged in transit. Notification of such damage should be recorded at the time of receipt and evidence of such will be sought from the Carrier.
PLEASE NOTE: Where discounts have been applied that are subject to a qualifying order value, your invoice and refund will be adjusted according to the residual order value.
Whilst every effort is made to accurately describe products offered for sale on this website, colour representation is only as accurate as the web design process and customer screen calibration will allow therefore; goods returned that are not the exact shade or colour that was expected will be processed under the Terms of your 'Right to Cancel' (see above) and are subject to the same 14 day cancellation period. From time to time fabrics may alter slightly depending upon availability at time of manufacture, however; the stretch, wear and wash properties will remain the same. If you wish to know the precise make-up of the fabric used please contact us via the 'Contact Us' link at the footer of each web page, or call us on 0044 1226 717178 between 9-3.30 (UK Time) Monday-Thursday.
Damages must be notified within 24 hours of receipt via our online 'Contact ' link (on both the top and bottom of every page), or by calling 01226 717178 during office hours. Please quote your unique Order Reference Number in all correspondence.
Fuller Fillies makes every effort to ensure all goods offered for sale on this website are fit for purpose however; from time to time a product will develop a problem within the first 6 months of use. If you have a product purchased from this website which, you believe has developed a problem that is not of your causing then, in the first instance, please message via our online 'Contact' link giving brief detail of:
If possible, please also include a photo clearly showing the problem along with a second photo showing the overall condition of the product ( in the case of footwear please also send a photo showing the soles to aid identification of the batch)
In most cases we are able to diagnose the problem from this information however we may ask you to return the product to us for closer inspection.
Where a customer claim against Merchantable Quality is upheld within 6 months of purchase either a full refund or replacement will be issued; whilst customers are free to choose a carrier or mail service of their liking, the amount refunded in respect of the return will be calculated at either My Hermes or Royal Mail Second Class rate, whichever is the cheaper. Please do not return goods without being asked to do so by a member of the Fuller Fillies team; the postage of goods received without prior agreement to return may not be refunded.
Where a customer claim against Merchantable Quality is not upheld the customer will be provided with a report detailing the reason for rejection; please keep this for your records as, should you decide to issue court proceedings as a result of the rejection, it will be used as evidence. Where a Merchantable Quality Query is raised and rejected you are responsible for the collection of your property and should do so as soon as possible; goods will be kept for three months and, by this time, if no collection has been processed they will be destroyed.
Only goods returned in a CLEAN condition will be accepted regardless of the basis of the return; we cannot and will not deal with soiled goods which are deemed a health risk to our staff.
Where a Merchantable Quality claim is upheld you will be refunded your return postage at the prevailing rate used by MyHermes (for Boots) or Royal Mail Second Class Postage regardless of the service used; we therefore strongly recommend you use one of these services or risk being 'out of pocket'. PLEASE NOTE: any Boots being returned should be booked into the 2-5kg weight range with MyHermes, costing £5.99.
Our legwear (Breeches, Jodhpurs and Riding Tights) has a high Lycra/Spandex content; as such Fabric Conditioner should not be used during the laundry cycle as it compromises the stretch of the fibres which could ultimately lead to degradation of the fabric; Fuller Fillies will not accept any claim arising from such use.
Hazelwood Grove Limited reserves the right to amend this policy under advice from Government appointed agencies.Fuller Fillies is a Trading Style of Halewood Grove Limited.