Refund policy
Return and Refund Policy
Last updated: 13 September 2026
Thank you for shopping with FD Falkirk.
We want you to be satisfied with your purchase. If you are not completely satisfied with an item, you may be entitled to return it in accordance with this Return and Refund Policy and your statutory consumer rights in the United Kingdom.
Nothing in this policy affects or limits any legal rights you may have under applicable UK consumer protection law.
1. Returns
For eligible purchases, you may request a return within 14 days of receiving your order by contacting us at:
Email: contact@fdfalkirk.co.uk
Phone: +44 7479 452635
Please contact us before sending any item back. We will provide the appropriate return instructions.
To be eligible for a return, the item should normally be:
-
Unused and in its original condition.
-
Returned with its original packaging where reasonably possible.
-
Complete with all accessories, manuals and components supplied with the product.
-
In a condition that allows the item to be resold, where applicable.
Some products may be subject to specific return conditions or exceptions as explained below.
2. Your Statutory Cancellation Rights
If you are a consumer purchasing online in the United Kingdom, you may generally have the right to cancel your order within 14 days after the day on which you receive the goods, without giving a reason, subject to applicable legal exceptions.
If you decide to cancel under these rights, please contact us within the applicable cancellation period by emailing:
Please include your order number and the item(s) you wish to return.
After notifying us of your cancellation, you must normally return the goods within 14 days.
We recommend using a tracked or insured delivery service when returning an item, as we cannot be responsible for goods that are lost or damaged while being returned to us.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, defective, faulty or different from what you ordered, please contact us as soon as reasonably possible at:
Please provide:
-
Your order number.
-
The name of the product.
-
A description of the problem.
-
Photographs of the item and packaging where relevant.
We will review the issue and provide an appropriate resolution in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.
4. Refunds
Once we receive and inspect a returned item, we will process any refund that is due.
Where a refund is required, it will normally be made using the same payment method used for the original transaction, unless another method has been agreed with you.
Where you exercise a statutory cancellation right, applicable law generally requires reimbursement of the standard delivery charge paid for the original order. Any additional delivery charge resulting from your choice of a more expensive delivery option may not be refundable.
Where permitted by law, a deduction may be made from a refund if the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning.
We will not unlawfully withhold refunds that are required under applicable consumer law.
5. Return Delivery Costs
If you change your mind and exercise your statutory cancellation rights, you may normally be responsible for the direct cost of returning the goods, unless:
-
We have agreed to pay the return costs;
-
The goods are faulty, damaged or incorrect; or
-
Applicable law requires us to cover the return cost.
If an item is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can provide the appropriate instructions.
6. Items That May Not Be Returnable
Certain goods may be excluded from cancellation or return rights where an applicable legal exception applies.
Examples may include:
-
Goods made to your specifications or clearly personalised.
-
Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken.
-
Sealed audio, video or software products where the seal has been broken.
-
Goods that are liable to deteriorate or expire rapidly.
-
Other goods where an applicable statutory exception applies.
Where a product has a specific return restriction, this will be communicated on the relevant product page where appropriate.
These exceptions do not affect any rights you may have where goods are faulty, defective, not as described or otherwise fail to meet applicable legal requirements.
7. Exchanges
We may offer exchanges where appropriate and subject to product availability.
If you would like to request an exchange, please contact us before returning the product:
Email: contact@fdfalkirk.co.uk
If an exchange is not available, we will explain the available options, including any refund or other remedy that may apply.
8. Return Address
Please do not send a return to our registered office address unless we have specifically instructed you to do so.
Return instructions and the appropriate return address will be provided after you contact us regarding your return.
FD FALKIRK LTD
236 Grahams Road
Falkirk
Scotland
FK2 7BH
United Kingdom
9. Uncollected or Refused Deliveries
If an order is returned to us because it was refused, not collected or because delivery could not be completed due to information supplied incorrectly by the customer, we may contact you to arrange redelivery or discuss the available options.
This does not affect any statutory cancellation or consumer rights that apply to your order.
10. Refund Timing
We aim to process eligible refunds promptly after the relevant return or cancellation requirements have been satisfied.
The time required for the refund to appear in your account may also depend on your payment provider or bank.
11. Proof of Return
We recommend obtaining proof of postage or using a tracked delivery service when returning an item.
Please keep your return receipt and tracking information until your refund or other resolution has been completed.
12. Consumer Rights
This policy is intended to operate alongside your statutory rights as a consumer.
If a product is faulty, not as described, not fit for purpose or otherwise does not meet the requirements of applicable UK consumer law, you may have additional legal rights and remedies.
Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded or restricted.
13. How to Contact Us
If you have any questions regarding returns, refunds, cancellations or faulty products, please contact us:
FD FALKIRK LTD
Email: contact@fdfalkirk.co.uk
Phone: +44 7479 452635
Registered Office:
236 Grahams Road
Falkirk
Scotland
FK2 7BH
United Kingdom
Company Registration Number: SC556519
We will do our best to assist you and provide clear information about the options available for your order.