Refund policy

RETURNS AND REFUNDS POLICY
1. Return Policy and Window
  • 7-Day Return Window: You have 7 days from the date you receive your item to request a return. Requests made after this period will not be accepted. 
  • Consent Requirement: To initiate a return, you must first contact us at customerservices@farmtofibre.co.uk.
  • Unauthorized Returns: Items sent back to us without a prior, approved return request will be rejected and disposed of. No refund will be issued. 
2. Eligibility and Condition Criteria
  • Prerequisites for Approval: To be eligible for a return, the item must be in the exact condition you received it. It must be unworn, unused, complete with all original tags attached, and in its undamaged original packaging. 
  • Proof of Purchase: You must provide the original receipt, invoice, or valid proof of purchase from FarmtoFibre. 
  • Return Shipping Costs: The customer is solely responsible for all return shipping fees, including any applicable border duties, customs clearance fees, and local taxes.
3. Return Transit Liability (Lost or Damaged Parcels)
  • Customer Responsibility: You, the customer, retain full legal ownership and liability for the goods until they are safely delivered to us and signed for by our staff.
  • Lost or Damaged Returns: If your chosen courier loses or damages the item while it is in transit back to us, we will be unable to process your return or issue a refund. 
  • Claims Handling: In the event of a lost or damaged return shipment, you must claim compensation directly from your chosen shipping carrier. We highly recommend using a tracked, insured delivery service to protect your return. 
4. Strict Non-Returnable Items (Exceptions)
We enforce a strict no-return, no-refund, and no-exchange policy on the following categories of items. There are no exceptions to these rules:
  • Custom and Handmade Items: In line with UK consumer regulations, all custom-made items, bespoke commissions, yarn/fibre spinning services, knitting, crochet, weaving, and personalised products are strictly non-returnable.
  • Perishable and Personal Care Goods: Perishable items (such as food, flowers, or plants) and personal care items (such as beauty and cosmetic products).
  • Hazardous Materials: We cannot accept returns for hazardous materials, flammable liquids, or gases.
  • Promotional Items: All sale items, clearance items, and gift cards are final sales and cannot be returned or exchanged. 
5. Processing Fees and Refunds
  • Inspection Process: Once your return is delivered to our facility, it will undergo a thorough inspection to verify its condition.
  • Deductions: If your return is approved, your refund will be processed minus the original delivery costs and a restocking fee to cover internal processing and inspection labour.
  • Timeline: Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the funds to your account.
  • Escalation: If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at customerservices@farmtofibre.co.uk. 
6. Exchanges
  • Separate Purchase Method: We do not offer direct exchanges. To secure a different item, you must return your original item under the standard return policy guidelines and place a new, separate order through our website once your return is processed. 
7. Damages, Shortages, and Order Issues
  • Immediate Inspection: Please inspect your order thoroughly upon delivery.
  • Reporting Window: If your item arrives defective, damaged, or if you receive the wrong item, you must contact us immediately at customerservices@farmtofibre.co.uk so we can evaluate the issue and rectify it.
8. European Union 14-Day Cooling-Off Period
  • EU Statutory Rights: Notwithstanding the policies above, if the merchandise is being shipped directly into the European Union, EU consumer regulations grant you the right to cancel or return your order within 14 days for any reason, without justification.
  • Condition Standards: EU returns must still comply with our condition criteria (unworn, unused, original tags, original packaging) and exclude the non-returnable items listed in Section 4 (including all custom spinning, handmade items, and custom services