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Returns, Exchanges and Refunds

 

Welcome to FX Pedal Planet Online Store!

Your satisfaction is our top priority, and we are committed to making your shopping experience enjoyable and hassle free. We have developed a transparent and customer friendly return policy that complies with distance selling laws, so you can shop with confidence. Please note that the following policy applies to non faulty items.

Detailed Product Information

We provide thorough product descriptions, high quality photographs, and a variety of demo videos for each item to give you a clear understanding of our gear before you buy.

Test at Home

In line with UK distance selling regulations, you have the flexibility to test your purchases in your own time.

Thoughtful Consideration

As a small, family run business, we greatly appreciate your support. To help us continue offering excellent products, we kindly request that you carefully research and ensure your selections fit your needs and budget before making a purchase.

Your thoughtful consideration helps us reduce returns, which in turn ensures your satisfaction and sustain our business. Our business sustainability allows us to keep bringing you the best in gear. Thank you for being a valued part of our community and for supporting small businesses like ours.

Here's a simple step by step guide to help you navigate our returns 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 will 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 be aware that as the buyer, you are responsible for covering the cost of returning the item, including packaging, shipping, and any import duties, taxes, or customs charges. For a smoother and quicker process, we recommend using a tracked and signed service, however, you are free to choose any courier service you prefer.

If you are based within the UK, we can arrange for the item to be collected for a fee of £15. For returns from overseas, we can also assist with arranging the return, however, the cost will vary depending on your location and the items being returned. For an accurate quote, please email us at npd@fxpedalplanet.co.uk.

Step 5: Keep Us Updated

Once you've returned the item, we kindly request the dispatch date and any tracking details. While you are not obligated to share this information, it helps us monitor the progress of your return and process your request more quickly. Additionally, it allows us to address any potential delays promptly.

Step 6: Trust and Transparency

To build trust and ensure transparency, we will create an unboxing, inspection, and testing video of your returned item. We can provide you with a copy of this video for your records, giving you a clear view of the entire 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 is 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 at the bottom of this page.

We're Here to Help

If you have any questions or need assistance with the return process, we're here for you. Please do not hesitate to reach out to us, as we are 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.

Conditions

Customers have a 14 day cooling off period during which they can cancel their order and receive a refund. However, please note that this right does not apply to certain types of goods and services.

For unique, custom made, or specially ordered items, the right to a refund within 14 days does not apply. Goods that are made to your specifications, or are clearly personalised, fall under this category and are therefore non refundable.

We strive to provide clear communication about our return and refund policies regarding special order items at the time of purchase. If you have any questions or need further clarification, please do not hesitate to contact us.

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 next step. We will 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 you will 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, please refer to our Faulty Items, Repairs, and Replacements section.

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.