Returns, Exchanges and Refunds

Welcome to FX Pedal Planet Online Store, where your satisfaction is our priority. We want your shopping experience to be enjoyable and hassle free, so we've crafted a customer friendly return policy that complies with distance selling laws. Here's a simple step by step guide to help you navigate the process:

Step 1: Take Your Time

We understand that sometimes a product may not meet your expectations. That's why we offer a generous 14 day window for you to decide if you're completely satisfied with your purchase. This period starts from the day your item arrives at your doorstep. If, for any reason, you're not happy with the product, simply let us know within this timeframe, and we'll be more than happy to provide a refund.

Step 2: Give Us a Heads Up

Within those 14 days, all you need to do is reach out to us and inform us that you'd like to return the item. There's no need to explain why you're returning it; just let us know, and we'll take care of the rest. We're here to ensure your happiness and make the process as smooth as possible.

Step 3: Sending It Back Safely

Once you've notified us, you'll have an additional 14 days to send the product back to us. Please ensure that the item remains in its original condition, without any damage or tampering. This will ensure that you're eligible for a refund.

Step 4: Return Costs

Please note that as the buyer, you're responsible for the cost of returning the item, including packaging, shipping, and any import duties, taxes, or customs charges. To make the process faster and easier, we recommend using a tracked and signed service. Alternatively, we can arrange the return for you at a cost of £15.  This charge applies to UK returns.  Prices for international returns will depend on location and item being returned.  For an accurate cost, please email npd@fxpedalplanet.co.uk.

Step 5: Keep Us Updated

Once you've returned the item, please inform us so that we can track its progress. If you have a tracking number, feel free to share it with us. This way, we can keep an eye on any potential delays and resolve them quickly for you.

Step 6: Trust and Transparency

To build trust and ensure transparency, we'll create an unboxing, inspection, and testing video of the returned item. You'll receive a copy of the video for your records, providing you with a clear view of the process.

Step 7: Speedy Refunds

Once we receive the returned item, we have 14 days to issue the refund. We utilise Stripe for payment processing, and they advise that refunds may take between 5 to 10 days to process. However, it's likely that the refund will clear within 24 to 48 hours. Please keep in mind that bank holidays may slightly delay the payment clearing process.

Know Your Rights

We care about our customers and want you to be aware of your rights under distance selling regulations. These laws exist to protect you when you shop online. For more detailed information, please refer to the "Additional Information" section on this page.

We're Here to Help

If you have any questions or need assistance with the return process, we're here for you. Don't hesitate to reach out to us, as we're committed to ensuring your satisfaction.

At FX Pedal Planet Online Store, we strive to provide you with a seamless shopping experience. We value your trust and want you to feel confident and happy with every purchase. Shop with us today and experience the difference.

Return Delivery Charges

Please note that unless the item is determined to be faulty, you're responsible for covering any delivery costs associated with the return or exchange. The specific costs may vary, but typically, the collection fee for most items within England, Scotland, Wales, and Northern Ireland is approximately £10 when using a courier service..

You have the option to use your own tracked and insured postal or courier service for the return. However, we kindly request that you contact us beforehand so that we can assist you accordingly.

We regret to inform you that we're unable to refund any additional charges incurred by the customer, such as premium delivery services selected during the initial order placement (e.g., Saturday delivery).

Please be aware that we cannot refund the delivery cost for international orders outside of the UK. This includes carriage charges, taxes, import duties, and customs administration charges, among others.

Faulty Items, Repairs, and Replacements

At FX Pedal Planet Online Store, we carefully select the finest brands and products made with the highest quality components. This guarantees outstanding performance and reliability. However, we understand that occasionally faults can occur. Rest assured, we have a clear policy in place to address these situations while keeping your satisfaction at the forefront.

Our Faulty Goods Returns Policy is designed to be customer friendly and fully compliant with UK legislation. Here's how we handle faulty goods returns:

Step 1: Your Rights Matter

When you purchase goods from us, you have statutory rights concerning faulty items. Our Returns Policy doesn't affect these rights. For more information, please refer to the sources mentioned above.

Step 2: Reporting a Faulty Product

If you believe you have a faulty item, please contact us as soon as possible. You can reach us via email at npd@fxpedalplanet.co.uk or through our Contacts Page. We'll guide you through the returns process and swiftly resolve the issue.

Step 3: Timely Returns

We understand that discovering a fault can happen at any time after your purchase. That's why we adhere to the Consumer Rights Act 2015, which allows you to return faulty goods within 30 days of receiving them. However, we encourage you to report the fault and initiate the return process as soon as you notice it, for smoother handling. Please note that the brands we stock offer warranties of 12 months and greater.

Step 4: Providing Essential Details

When contacting us about a faulty product, please provide us with key information, including your order number, a clear description of the fault, and any supporting evidence such as photographs or videos. These details will help us assess the issue accurately and guide you through the return process.

Step 5: Assessment and Resolution

Once we receive this information, we'll carefully evaluate the described fault. In some cases, we may need to consult with the manufacturer or supplier for further evaluation. Rest assured, we strive to offer you a fair and reasonable resolution, which may involve a repair, replacement, or refund, based on the circumstances and your preferences.

Step 6: Returning the Faulty Goods

If we determine that the faulty item needs to be returned, we'll provide you with clear instructions on how to proceed. We'll cover the cost of return shipping for faulty goods, ensuring your statutory rights are upheld. Simply follow our guidance to ensure a secure and hassle free return process.

Step 7: Refunds, Repairs, and Replacements

Once we receive the returned faulty item, we'll promptly process your refund or replacement. We aim to complete this process within a reasonable timeframe, in line with the Consumer Rights Act 2015. Refunds will be issued using your original payment method, and replacements will be provided without any additional charges.

Step 8: We're Here to Help

If you have any questions, concerns, or need further assistance regarding our Faulty Goods Returns Policy, please don't hesitate to reach out to us. We're here to assist you and ensure your satisfaction with our service.

Conditions

Special ordered items may be eligible for return at the discretion of FX Pedal Planet Online Store. FX Pedal Planet Online Store reserves the right to provide a partial refund if the returned goods have been damaged, devalued, or used beyond what would be considered reasonable and normal use.

Refusing a Delivery

If you find yourself in a situation where you no longer require an order that has already been dispatched, we kindly request that you contact us first. This will allow us to provide guidance on the most suitable return method. We'll need to register your return in our system, ensuring that we anticipate the arrival of your parcel and process your refund promptly.

While you have the option to refuse delivery when the courier arrives with your parcel, please note that if the return is due to a preferential reason, you'll be responsible for the return journey's cost. This amount will typically be deducted from your refund.

In the case of a return due to a different reason, such as a previous issue with a delivery, there may be no charge for the return. However, we kindly request that you inform us beforehand so that we can provide guidance on the best approach for returning your order.

International Returns

For returns from outside the UK, customers are responsible for covering all applicable delivery charges, customs fees, import duties, taxes, and other related expenses. In the case of a faulty product (within the manufacturer's warranty and reasonable wear and tear), we'll refund these costs upon receiving copies of the relevant receipts.

If the returned product is not found to be faulty, any costs incurred by FX Pedal Planet Online Store will be deducted from the final refund amount.

Additional Information

For additional information regarding your rights, we encourage you to visit the official GOV.UK website. There, you'll find comprehensive details about your rights as a consumer. We want to ensure that you are well-informed and empowered when making purchasing decisions. Feel free to explore the website for valuable insights and guidance.

Moreover, we recommend exploring valuable information and advice through the Citizens Advice website. Simply click on SUPPORT to access their resources.

Thank you for choosing FX Pedal Planet Online Store. We appreciate your trust in us and look forward to providing you with the highest level of service. Should you have any questions or require further assistance, please don't hesitate to reach out. We're here to help you enjoy a seamless and satisfying shopping experience.