1.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
1.2 In order for us to accept a return or offer a refund, we will need to be contacted first. You can use any of the means stated in section (5.3) of this policy to contact us. Failure to contact us prior to return will result in your right to a refund and/or exchange to be withdrawn, as we need to ensure the proper channels have been taken in order to troubleshoot and rectify such issues and/or faults.
1.3 As a customer of ours, you have the right to cancel any order placed within 14 days of receiving the goods (2.3). You then have up to a maximum of 14 days to return the goods to us (2). We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
1.4 We will refund any money received from you using the same method originally used by you to pay for your purchase.
1.5 If the product is faulty, we will refund to you the original delivery charges relating to the returned product.
1.6 If the product was ordered in error, we will not refund to you any costs you incur in returning the product to us. Due to the nature of the product, an additional fee may be applicable for a safe return. Please refer to section (2.4). Products returned to us should comply to shipping laws and guidelines.
1.7 All purchase prices are final. Fogstar will not apply any discount/s to your order once payment has been made and received by us. You do have the right to cancel your order, but you will be subject to ensuring Section (2) and or (3) is adhered to.
2.1 In order for us to accept the return from you, the buyer, we need to ensure the items were purchased from ourselves - the seller. Your order ID will be required to open a return/refund/exchange request, but we will also need to obtain additional information to ensure the products were purchased from us. This will include, but not limited to, The ‘Exo Code’ printed on any cells and serial/authentication numbers embossed on chargers/electronic items.
2.2 Items returned must be in a saleable condition. The act of placing a battery on a charger for the first time will mark the negative terminal of the battery and thus - it will not be in a condition for resale. Please check your batteries before charging them. In regards to chargers/electronics, all original leads and accessories must be present in order to qualify for a return.
2.3 Due to the nature of goods (Hazardous materials - Category 9), we need to ensure the correct means of return/delivery are taken. On this basis, we will usually instruct a courier to ensure the safe return of the goods and we will provide you with all the necessary documentation required to make this possible via email/post. This will include, but not limited to, a prepaid return to sender label and the correct stickers to apply to the package for the safe transportation of such goods. Section (2.4) applies to all returns, included but not limited to those that have been at the fault of the seller (us) and the buyer (you). If we are at fault, we will of course, cover all costs associated with a return. If the return is due to customer error, then we will ask you to cover these costs. We will, however, require you to take your return to a drop off point. All details regarding this matter will be provided to you via email.
- Cancellation and Amendment
3.1 Please ensure you check you have ordered the correct products for your required needs.
3.2 Fogstar Ltd will not be held liable for any wrong orders placed on your behalf. We will, however, ensure if you do make a mistake, we are on hand to rectify any errors. From the point of fulfilment, we will do our best to make any amendments you require, but will not be held accountable if this is not resolved at the time of dispatch. Thus, you will be required to adhere to this policy in order to qualify for a refund and/or exchange - Sections (1) and (2).
- Improper returns
4.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) We will not refund the purchase price or exchange the product;
(b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
- Our Details
5.1 This website is owned and operated by Fogstar Ltd.
5.2 Our principal place of business is at:
Unit 21 Walkers Road,
Manorside Industrial Estate
Moons Moat North
5.3 You can contact us:
(a) By post, with the address given above.
(b) Using our website contact form.
(c) By telephone, using the contact number published on this website.
(d) By email, using firstname.lastname@example.org.
(e) By using the messenger service on our Facebook page at www.facebook.co.uk/FogstarUK.