Refund policy

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us by email at: ask@furbd.org.uk or telephone on: 07862 695161 to end the contract and receive a refund for any products you have paid for in advance, but not received.

If you are a consumer and you bought online, you have a legal right to change your mind

Your legal right to change your mind.  For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team by email at: ask@furbd.org.uk or fill in the online form at www.furbd.org.uk/pages/contact

You have to return the product at your own cost. You have to return the product to us within 14 days of your telling us you have changed your mind. You can send the product back to us, using an established delivery service at the following address: furbd, Unit 8 Mandale Park, Cannon Street, Middlesbrough, TS1 5AJ. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, contact us by email at: ask@furbd.org.uk or telephone on: 07862 695161

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not as sold. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team, who can be contacted by email at: ask@furbd.org.uk or by telephone on: 07862 695161, can advise you on whether we're likely to reduce your refund.

When and how we refund you. If your product hasn't been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If you're sending your product back to us, we refund you within 14 days of receiving it back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

Return the product to us. If you think there is something wrong with your product, you must contact us by email at: ask@furbd.org.uk or telephone on: 07862 695161

Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. For information about your legal rights please visit the Citizens Advice website www.citizensadvice.org.uk.

Your rights if you are a business. We warrant that on delivery, and for a period of 3 months from the date of delivery (warranty period), any products shall:

·       conform in all material respects with their description; and

·       be free from material defects in design, material and workmanship.

Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers' warranty) if:

·       you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the business customer warranty (see Your rights if you are a consumer);

·       we are given a reasonable opportunity of examining such product; and

·       you return such product to us at our cost,

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.