Refund policy
Returns & Refunds Policy – FHIF
At **FHIF**, customer satisfaction is important to us. We take pride in supplying quality flatpack sliding door wardrobes and aim to ensure every order reaches our customers in good condition.
Please read our Returns & Refunds Policy carefully before placing your order.
1. Delivery Inspection – Important
All our wardrobes are delivered in flatpack packaging, usually consisting of multiple boxes.
We strongly advise all customers to **check every box at the time of delivery** before signing for or accepting the delivery.
Please ensure that:
- All boxes belonging to your order have been received.
- The packaging is checked for visible damage.
- Any missing boxes or visible damage are reported to us immediately, preferably with photographs.
If you notice any damage or missing packages, please inform our customer service team as soon as possible so we can investigate and assist you.
Please retain all original packaging until you have checked the contents of your order.
2. 15-Day Return Policy
We offer a **15-day return period** from the date of delivery.
If you change your mind or no longer wish to keep your purchase, you may request a return within 15 days of receiving your order, subject to the conditions outlined below.
To qualify for a standard change-of-mind return:
- The product must remain in its original, unused and unopened condition.
- All boxes and packaging must be retained in their original condition.
- All original components, fittings, accessories and instructions must be included.
- No parts, panels or components must be damaged, broken, altered or missing.
- The product must be suitable for collection and resale in its original condition.
**Important:** We strongly recommend inspecting the external packaging before opening any boxes. Once opened, please handle all components carefully to avoid damage.
3. Return Collection & Charges
As our wardrobes are large and heavy furniture items, returns require a suitable collection arrangement.
If you wish to return an item:
1. Contact our customer service team within 15 days of delivery.
2. Provide your order number and the reason for your return.
3. Our team will review your request and confirm the return arrangements.
4. Once approved, a collection will be arranged from your delivery address.
**Return Collection Charges:**
For standard change-of-mind returns, the customer is responsible for the return collection charges.
The applicable collection cost will be communicated before the collection is arranged.
Please ensure that all boxes are securely packed and ready for collection in their original condition.
4. Damaged, Missing or Faulty Items
If your wardrobe arrives with damaged, missing or faulty components, please contact us as soon as possible.
We may request:
- Your order number.
- Photographs of the affected packaging.
- Photographs of the damaged or faulty components.
- A brief description of the issue.
We will investigate the matter and work with you to find an appropriate solution, which may include replacement parts, a replacement product, repair or a refund, depending on the circumstances.
**Please note:** Customers will not be charged return collection fees for returns required because of a confirmed fault, damage or incorrect item supplied, where the return is our responsibility.
5. Refund Process
Once your returned item has been collected and inspected, we will notify you of the outcome.
If your return is approved:
- Refunds will be processed to the original payment method wherever possible.
- Refunds will be issued in accordance with applicable consumer protection laws.
- Any permitted deductions or return collection charges will be explained to you before the refund is finalised.
Please allow the relevant payment provider additional processing time for the funds to appear in your account.
6. Important Return Conditions
To help us process returns smoothly, please remember:
- Always check all boxes at the time of delivery.
- Keep all original packaging and protective materials.
- Do not discard any components, fittings or accessories.
- Do not break, damage or deliberately dismantle any components when preparing a return.
- Contact us before arranging or sending any return independently.
- Returns must be approved and collection arrangements confirmed by our team.
We reserve the right to inspect returned products and assess their condition. Any decision regarding deductions must comply with applicable consumer rights legislation.
## 7. Your Statutory Consumer Rights
Nothing in this policy affects or limits your statutory consumer rights.
Customers in the UK may have additional rights under applicable consumer protection legislation, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
Where statutory rights apply, they take priority over any conflicting terms in this policy.
Please include your order number in all return or refund enquiries to help us assist you quickly.
Thank you for shopping with FHIF. We appreciate your trust and support.