| The Fish Film Company Returns Policy |
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No Quibbles Guarantee
Our returns policy is simple! Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of mind you must return it to us unused and in its original condition within 30 days for a prompt replacement, exchange or refund.
Returns
How do I return an item? Simply call us on 0844 7361823, and one of our customer support team will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return. To give you a few pointers on how we manage our returns, here are some simple and easy to follow guidelines:
Faulty or defective items:
If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping. The item(s) must be returned within 30 days of purchase.
Change of mind:
Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you. You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping and delivery charge. Please note that the costs of returning item(s) to us as a result of a change of mind must be borne by you. In any event, the item(s) must be returned within 30 days of purchase.
Perishable goods:
We are unable to accept returns of perishable goods. Goods that include software: Any item which includes software must be returned with the software unopened.
Returning a gift:
We are happy to exchange faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you're not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.
Items lost in transit:
We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery.
Refunds, replacement and exchanges:
Refunds, replacements or exchanges are usually processed within 7 working days of receipt of the returned item(s) by The Fish Film Company Any refund will be made in the same form of payment that was used to make the initial purchase.
Please note, in all instances The Fish Film Company shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.
Complaints Procedure
The Fish Film Company takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they're enquiries or, heaven forbid, complaints. If email is too impersonal, we encourage you to phone us on 0844 7361823, where our customer support team will gladly be of assistance. All your feedback is appreciated. |
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