Refund policy

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving it, for any reason and without giving one. You then have a further 14 days to return the goods to us.

Our returns window

We extend the statutory period to 30 days from the day your order is delivered.

Condition

Items must be unused, in their original packaging, with any tags attached, and in a condition we can resell.

How to start a return

Email us with your order number and the reason for return. We reply within one working day with a returns reference and the address to send to. Please do not post anything back before you have that reference, as we cannot process returns we are unable to identify.

Return address

Ruffdale Returns
FIXOLOGY LTD
47 Bradley Road
Luton
Bedfordshire
LU4 8SL
United Kingdom

Who pays for return postage

Faulty, damaged, or not what you ordered: we pay, and we will email you a prepaid label.
Changed your mind: you pay. We recommend a tracked service, as we cannot refund an item that does not reach us.

Faulty or damaged on arrival

Please check your order when it arrives. If anything is damaged or defective, email us within 48 hours with a photograph and we will replace it or refund it in full, including postage both ways.

Refunds

Once your return reaches us we inspect it and issue your refund within 3 working days, to the original payment method. Your bank may take a further 3 to 5 working days to show it. We will email you when the refund is issued.

Exchanges

For a different size, return the original for a refund and place a new order. This is faster than a formal exchange and means you are not waiting twice.