Returns & Refunds Policy

We want customers to be satisfied with their purchase. This policy explains how to return an item, the condition required and how refunds are processed.

30-day returns

You may request to return an eligible item within 30 days of receiving your order.

For a change-of-mind return, the item must be:

• Unused, unworn and undamaged
• In its original condition
• Returned with all original packaging, labels and accessories
• Accompanied by proof of purchase or the relevant order number

You may inspect an item in the same way that you reasonably would in a physical shop. We may reduce the refund where an item has been handled beyond what is necessary to establish its nature, characteristics and suitability.

Requesting a return

Before sending an item back, email info@fallowstrap.com with:

• Your name
• Your order number
• The item you wish to return
• The reason for the return
• Photographs where the item is damaged, defective or incorrect

Please wait for return instructions before posting the item.

Return address

Fallow Strap Co.
82A James Carter Road
Mildenhall
IP28 7DE
United Kingdom

Please include your order number inside the parcel so that the return can be identified and processed.

Return postage

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

Returns must be sent using a tracked and appropriately insured postal service. You are responsible for the item until it has been safely delivered to us. Please retain your proof of postage and tracking information.

If an item is faulty, damaged on arrival, incorrectly described or the wrong item has been supplied, please contact us before returning it. Where legally required, we will provide or reimburse a reasonable return method.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us promptly if the item is defective, damaged or incorrect.

Email info@fallowstrap.com with your order number, a description of the problem and clear photographs where possible.

Depending on the circumstances and your legal rights, we may offer a refund, replacement or other appropriate remedy.

Items that cannot be returned

Unless faulty or otherwise required by law, we cannot accept returns of:

• Items that have been worn, fitted, altered or damaged after delivery
• Items showing scratches, marks, creasing or other signs of use
• Items missing original packaging, labels, components or accessories
• Personalised, customised or specially altered products
• Items sealed for hygiene reasons where the seal has been broken, where applicable

A special-order item is not automatically excluded from return merely because it was obtained for an order. Any exclusion will only apply where the item was personalised, customised or made to the customer's particular specification, or where another lawful exception applies.

Exchanges

We do not operate an automatic exchange service. The quickest way to obtain another item is normally to return the original item, where eligible, and place a new order separately.

Refunds

Once a return has been received, it will be inspected. We will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

Refunds will normally be processed within 14 days after we receive the returned goods, or after acceptable evidence is provided showing that the goods have been returned, where applicable.

For an eligible cancellation of an online order, the refund will include the standard outbound delivery charge originally paid. Any additional amount paid for an enhanced or express delivery option may not be refundable.

Cancelled orders before dispatch

Contact us as soon as possible if you wish to cancel an order. If the order has not entered processing or been dispatched, we will try to cancel it.

If the order has already been dispatched, it will need to be returned in accordance with this policy.

Your statutory rights

Nothing in this policy limits or excludes your statutory consumer rights.

Contact

For return or refund enquiries, email: info@fallowstrap.com