Refund policy

Returns & Refund Policy

We have a 14-day return policy. This means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item should be in the same condition that you received it, unused and, where applicable, with its original packaging and tags. You will also need your receipt or proof of purchase.

Nothing in this policy affects your statutory rights.

Starting a Return

To request a return, please contact us at support@fitzsi.com before sending any item back.

If your return is accepted, we will provide instructions explaining how and where to return your item.

Please contact us before returning an item so we can provide the appropriate return address and instructions. This does not affect your statutory right to cancel or return goods where applicable.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for the cost of returning the item to us.

If an item is faulty, damaged, incorrect or otherwise does not conform to your legal rights, please contact us before returning it. Where required by applicable law, Fitzsi will cover reasonable return costs.

We recommend using a tracked delivery service when returning an item, as we cannot be responsible for items lost in transit when you arrange the return yourself.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is defective, damaged or you receive the wrong item, contact us as soon as possible at support@fitzsi.com so that we can assess the issue and put it right.

Exceptions / Non-Returnable Items

Certain products may not be eligible for return where an exemption permitted by law applies, including certain personalised or made-to-order products, perishable goods and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Please contact us if you are unsure whether your item can be returned.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

Exchanges

If you would like a different item, please contact us. Where appropriate, the simplest option may be to return the original item and place a new order once the return has been accepted.

Cancellations

Eligible unfulfilled orders can be cancelled through our store within 1 hour of placing the order. If this option is no longer available, please contact us at support@fitzsi.com as soon as possible.

For most goods purchased online, UK consumers have a legal right to cancel their order within 14 days of receiving the goods, subject to certain exceptions. After notifying us of a cancellation, you will normally have a further 14 days to return the goods.

The 1-hour self-service cancellation period does not affect your statutory cancellation rights.

Refunds

We will notify you once we have received and inspected your return and confirm the outcome of your refund request.

For cancellations made under your statutory right to cancel, we will issue any refund due within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. If the goods have not yet been dispatched, we will refund you within 14 days of being informed of your cancellation.

Where required by law, refunds will include the original standard delivery charge, but not any additional amount paid for an enhanced delivery service.

Refunds will be made to your original payment method unless you expressly agree otherwise. Please allow additional time for your bank or card provider to process the payment.

If you have not received your refund after 15 business days, please contact us at support@fitzsi.com.

Nothing in this section affects your statutory rights regarding faulty, damaged or incorrectly described goods.