Refund Policy

At Fulham DIY, we operate a clear and dependable refund process for all our customers across the United Kingdom. This policy sets out our settlement timelines, refund conditions, processing methods, and expectations once a return or order issue has been lodged, in full compliance with UK consumer regulations and Google Merchant Center (GMC) standards.

1. Refund Eligibility & Criteria

Refunds are granted under the following circumstances:

  • Approved Product Returns: Once a returned power tool (whether defective, damaged, or returned due to change of mind within our 30-day return window) is received at our facility and passes technical inspection.

  • Order Cancellations: If an order cancellation request is received and confirmed prior to warehouse dispatch and courier handover.

  • Lost or Undelivered Consignments: If a parcel is officially declared lost in transit by our approved carriers (Royal Mail, Evri, or DPD UK) after investigation, and you choose a financial refund rather than an immediate product replacement.

  • Out-of-Stock Items: In the rare event that an item becomes unavailable after payment authorisation, an immediate full refund will be issued.

2. Restocking Fees & Deductions

  • Restocking Fee: £0.00 (Zero Fee). Fulham DIY does not charge any restocking fees, warehouse restocking surcharges, or processing penalties.

  • Full Purchase Refund: Eligible refunds cover 100% of the purchase amount billed for the returned item. Because standard tracked delivery is free across the UK, there are no outward carriage charges withheld from your settlement.

3. Inspection & Processing Timeline

  • Warehouse Receipt & Inspection: When a returned consignment reaches our inspection depot, our technical team checks the package to verify the product serial numbers, battery condition, charger, accessories, and case. This internal check is completed within 1 to 2 business days of arrival.

  • Refund Settlement Window: Once the inspection is verified, your refund is initiated immediately and completed within 10 business days.

  • Notification: You will receive an automated confirmation email containing your refund transaction receipt and credited balance as soon as our billing gateway completes the transfer.

4. Method of Refund & Settlement Currency

  • Original Payment Method: All refunds are issued strictly back to the original payment instrument used during checkout:

    • Credit Card (Visa, Mastercard, American Express)

    • Debit Card (Visa Debit, Mastercard Debit, Maestro)

    • Shop Pay

  • Currency: All refunds are settled in British Pounds (GBP £), exactly matching the initial transaction currency.

  • Third-Party Transfers: For security and anti-money laundering (AML) compliance, we cannot route refunds to an alternate card, a third-party account, or via cash or cheque.

5. Delayed or Missing Refunds

If our notification confirms your refund has been processed but you have not yet received the funds, please follow these steps:

  1. Check Card Processing Times: Most UK banking institutions and card providers take an additional 3 to 5 business days to post cleared funds to your available statement balance.

  2. Review Your Statement: Check with your card issuer or banking app, referencing the date the confirmation email was dispatched.

  3. Contact Support: If more than 10 business days have elapsed since receiving your refund confirmation email and the funds have not appeared, please contact our billing desk at info@fulhamdiy.shop or message us via 24/7 Live Chat with your order number. We will immediately provide you with the Acquirer Reference Number (ARN) so your bank can locate the transfer.

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