This policy explains how to send something back and how refunds work. It sits on top of your statutory rights as a consumer in the EU. Nothing here takes those away.
Your 14-day right of withdrawal
If you are a consumer in the EU, you may cancel your order for any reason within 14 days of the day you (or someone you nominate) physically receive the goods. You don't have to give a reason. For an order delivered in several parcels, the 14 days run from the day you receive the last item.
To use this right, tell us before the 14 days are up. Email business@fishersnorth.com with your order number and say you're withdrawing from the contract. A clear statement by email is enough; there's no special form to fill in.
Sending the goods back
Once you've told us, send the goods back within 14 days. Items should be in a condition where they can still be resold, meaning unused and with any packaging and tags. You may inspect and handle an item as you would in a shop; if it has been used beyond that and loses value as a result, we may reduce the refund accordingly.
You pay the cost of returning the goods. Our products are dispatched from overseas fulfilment partners, and return postage on a low-value item can approach the price of the item itself. Email us first: we'll give you the return address and, where sending an item back doesn't make economic sense for either of us, tell you what we can do instead.
Your refund
We refund the full price you paid, including standard outbound delivery, within 14 days of receiving the goods back or of you showing proof that you sent them, whichever comes first. The refund goes to the payment method you used, and we don't charge a fee for it. If you chose a faster delivery option than our standard one, we refund the standard cost.
Cancelling before dispatch
If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full straight away. That's usually possible within a few hours of ordering.
Faulty, damaged or wrong items
This is separate from the 14-day withdrawal right and lasts much longer. Under EU law you have a two-year legal guarantee on goods that don't match their description or aren't of satisfactory quality. Send us a photo and your order number and we'll arrange a replacement or a full refund. You never pay return costs on a faulty, damaged or incorrect item.
Parcels that never arrive
If your order hasn't reached you within 45 days of dispatch, email us and we'll resend it or refund you in full. Tracking that has stalled is not the same as a lost parcel, so contact us and we'll chase the carrier.
Exceptions
The withdrawal right doesn't apply to goods made to your specification or clearly personalised, or to sealed goods unsealed after delivery where returning them wouldn't be hygienic. In practice this rarely affects our catalogue.
Getting in touch
Email business@fishersnorth.com with your order number. We answer every message, usually within one business day.
If anything here is unclear, ask us directly. We answer every message.