Hopefully you won't need to return an item, however if you do, it is our aim to make this process as simple as possible.
By following the guidance below you can help us to help you when a product is not what you expected or is faulty.
General Returns Information
Non-Faulty Goods
You have 30 days to advise us if you wish to return your items, from either the delivery date or collection from a store.
Products should be returned in accordance with the relevant instructions for products bought online or directly from a store (see Returns Procedure below).
Products must be complete and in their original packaging along with any instruction leaflets, unused and in resalable condition.
Products must be returned within fourteen days of telling us you wish to return them. Products must be packaged to avoid damage in transit, be contained within outer packaging and must not have carrier labels applied to the products or product packaging. Failure to comply may result in a reduction in the value of credit/refund provided.
Arrangements will be made to exchange, credit or issue a refund.
Products that have been supplied as 'specials' or have been personalised may not be returned or refunded.
Your refund will be processed within 14 days for consumers and 30 days for business customers of us receiving the goods back.
We reserve the right to charge business customers a handling charge.
Faulty Goods
Products that are faulty (other than goods which are physically damaged) must be returned as soon as possible after the fault is discovered and must be returned within the applicable warranty period set out in the Terms and Conditions or as otherwise notified to you by us.
Any return should be made in accordance with the relevant instructions for products bought online or in a store (see Returns Procedure below).
The complete product must be returned unless, if agreed by FINELITE, a specific part may be returned.
Products returned within the warranty period will be repaired, replaced, credited or a refund will be issued.
Damaged, Short or Non-Delivered Goods
Any claim for damaged or short delivered items must be made in writing within 72hrs of delivery by business customers. Failure to do so may invalidate any subsequent claim.
If you experience goods which are physically damaged, where a delivery of goods is short or there is non-delivery of goods, please contact the store or department which supplied, or was due to supply the goods and have ready the following information, or contact us via our website by clicking here.
Order Number / Invoice Number
Date of Purchase
Product Code
You should notify us of any goods that are defective or fail to correspond with the agreed specification by either contacting our customer services team on 01785 713058 within a reasonable time of the defect or failure becoming apparent.
You should notify us in writing of any non-delivery within 7 days of the date on which FINELITE advises you that the order will be delivered.
We will investigate the issue and refer back to you as soon as possible.
Returns Procedure
For goods purchased online via our website
FINELITE will provide a returns note, which must be sent back with the returned goods.
FINELITE will be unable to process any returns unless the goods are accompanied by a returns note.
Once you have your returns note, you can either drop off the goods at a FINELITE store or send the goods back by post or carrier to:
Finelite Ltd, Unit 8, Pillaton Hall Farm, Cannock Road, Pillarton,
Penkridge, Staffordshire, ST19 5RZ.
Items remain your responsibility until we receive them, therefore for your own protection we recommend you send the parcel using a delivery service that insures you for the value of the goods and requires a signature for proof of delivery (e.g. Royal Mail Recorded/Special Delivery). If returning to our store we recommend you obtain a signature.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.
We reserve the right to charge business customers a handling charge.
For goods purchased from our wharehouse please have ready the following information.
• Invoice Number
• Date of Purchase
• Product Code
• Reason for Return
You can drop off the goods at FINELITE or we will arrange collection, for your own protection we recommend you obtain a proof of delivery (signature) when you drop the goods off or when we collect them from you. We will issue you with a copy of a returns note.
Once the goods have been received by us you will be advised whether the products will be exchanged, repaired, credited or refunded.
We reserve the right to charge business customers a handling charge.
Returns Policy - Products
Hopefully you won't need to return an item, however if you do, it is our aim to make this process as simple as possible.
By following the guidance below, you can help us to help you when a Product is not what you expected, or it is faulty.
What is a product?
A product is any product which is stored at a 3rd Party Logistics provider and is fulfilled by that provider on behalf of FINELITE. products are identified on your quote, order, delivery and advice note documents with a prefix in the product description with “”.
How to contact us about a return?
Please contact the FINELITE customer services team on 01785 713058 or email sales@finelite.co.uk Please note the below details in all correspondence
• Invoice Number
• Order Number
• Date of Purchase
• Product Code
• Reason for Return
All Products must be returned in their original packaging and pallets to the specified address provided by us once the return has been approved, with return shipping and carriage paid for by you and booked in via email with our customer services team sales@finelite.co.uk. FINELITE reserves the right to refuse the acceptance of Products which are returned to the incorrect address.
Once the Products have been received by us you will be advised whether the Products will be exchanged, repaired, credited or refunded.
General Returns Information
Non-Faulty Products
You must advise us that you wish to return goods within 14 days of the delivery date.
Products must be complete and in their original packaging along with any instruction's leaflets, unused and in resalable condition.
Products must be returned within 14 days of telling us you wish to return them. Products must be packaged to avoid damage in transit, be contained within outer packaging and must not have carrier labels applied to the products or product packaging. Failure to comply may result in a reduction in the value of credit/refund provided.
Arrangements will be made to exchange, credit or issue a refund.
Products that have been supplied as bespoke non-standard products may not be returned or refunded.
Your refund will be processed within 60 days of us receiving the Products back.
We will charge a handling fee to complete returns which we will advise to you.
Faulty Products
Products that are faulty (other than goods which are physically damaged) must be returned as soon as possible after the fault is discovered and must be returned within the applicable warranty for the specific product, as set out in the FINELITE Terms and Conditions of Sale or as otherwise notified to you by FINELITE. Any return for Products bought online or in a store should be made in accordance with the relevant instructions provided by us on our website (for online) or by the wharehouse which supplied.
Products returned within the warranty period will be repaired, replaced, credited or a refund will be issued.
Damaged, Short or Non-Delivered Products
Any claim for damaged or short delivered items must be made in writing within 24 hours of delivery. Failure to do so may invalidate any subsequent claim.
If you experience Products which are physically damaged, where a delivery of Products is short, where they fail to correspond with the agreed specification or there is non-delivery of Products, please contact the address provided above with the requested details. You should notify us in writing of any non-delivery within 7 days of the date on which FINELITE advises you that the order will be delivered. We will investigate the issue and refer back to you as soon as possible.
