Refund policy

Returns Policy

At Fulham DIY, we want you to be completely satisfied with your power tools and equipment. If you need to send back an item, our returns process is designed to be clear, straightforward, and completely free of charge across the United Kingdom.

1. Return Window

You have 30 calendar days from the date your consignment is marked as delivered by the carrier to request and initiate a return. Returns initiated outside of this 30-day timeframe cannot be accepted.

2. Return Eligibility & Accepted Conditions

We accept returns for both defective items and non-defective items (change of mind):

  • Defective or Damaged Items: If your tool arrives damaged in transit, fails out of the box, or is missing parts, it qualifies for immediate return. Please keep all original outer cartons and internal packaging.

  • Non-Defective Items (Change of Mind): If you decide the tool is not right for your project, you may return it within the 30-day window. Items must be in clean, original condition and include all accessories, batteries, chargers, cases, and instruction manuals.

3. Return Shipping Fees & Restocking Fees

  • Return Shipping Cost: £0.00 (100% Free Returns). Fulham DIY pays for all return shipping costs. We provide a pre-paid, tracked return label for all accepted returns, whether defective or non-defective.

  • Restocking Fees: £0.00 (No Restocking Fee). We do not charge restocking fees, administrative fees, or handling fees on any returned item.

4. Return Method & Printable Return Labels

  • Return Method: Strictly by mail.

  • Return Label: You will receive a digital return label to download and print. Once your return request is logged, our support team will provide a pre-paid, tracked return shipping label via email.

5. Step-by-Step Return Process

  1. Submit Your Request: Email our customer support team at info@fulhamdiy.shop or message our 24/7 Live Chat with your order number (e.g., #FD-XXXX), the tool being returned, and the reason for the return.

  2. Receive Your Label: Our support team will generate and send your pre-paid carrier return label. Download and print the label.

  3. Pack the Item Securely: Repack the power tool, battery pack(s), charger, instruction manuals, and all accessories into the original protective carry case or cardboard carton. Affix the printed return label clearly to the outside of the box, ensuring previous barcodes are covered.

  4. Drop Off Your Parcel: Bring the securely packed parcel to an authorised local drop-off point for the designated carrier (Royal Mail, Evri, or DPD UK). Always request a physical or digital drop-off receipt to confirm tracking activation.

6. Return Address

All returned parcels must be routed directly through our official carrier return labels to our central processing facility:

Fulham DIY Returns Department

620 Fulham Rd.

London SW6 5RP

United Kingdom

Please do not send items back without an approved pre-paid label, as parcels without valid RMA tracking cannot be catalogued upon arrival.

Company Contact Information

  • Business Name: Fulham DIY

  • Legal Business Name: Fulham DIY


  • Business Contact: +44 20 7610 3381

  • Business Email: info@fulhamdiy.shop

  • Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM GMT

  • Live Chat Support: 24/7

  • Time Zone: Greenwich Mean Time (GMT)

    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.

    Company Contact Information