Refund policy

RETURN & REFUND POLICY

START A RETURN

To request a return, email info@faxcopyexpress.store with your order number and the item or items you wish to return.

Customers in the European Union may also submit a return request for delivered items through our online return and cancellation page. Items that have not yet been fulfilled may also be submitted for cancellation through the same page.

After an EU online request is submitted, an automatic email will confirm that the request has been received. This acknowledgement is separate from the return instructions or cancellation outcome, which will be sent afterwards.

Where the EU statutory right of withdrawal applies and notice is submitted within the applicable period, the withdrawal is not subject to discretionary approval. We may verify the order details, timing of the request and whether a statutory exception applies.

For an unfulfilled item, the online request confirms that a cancellation has been requested. We will separately confirm whether fulfilment was stopped or whether the item must instead be returned after delivery.

Return instructions will be sent separately. Please do not send any item back before receiving these instructions.

Customers outside the European Union should request a return or cancellation by email.

We do not currently offer direct exchanges. If you would like a different size, colour or item, please return the original item and place a new order separately.

RETURN ELIGIBILITY

Returned items must be unworn, unused and unwashed, with all original tags attached and, where applicable, returned in their original packaging.

Under our standard returns policy, items that do not meet these conditions may be refused.

Where a statutory cancellation or withdrawal right applies, we may reduce the refund only to the extent permitted by law if the value of the item has been diminished by handling beyond what is reasonably necessary to inspect it.

RETURN FEES

For returns made because of a change of mind, sizing or preference, the return shipping fee is the responsibility of the customer and will be deducted from the refund.

For returns from the European Union, the fixed return shipping fee is £13 GBP. If your order was paid in another currency, the corresponding converted amount will be deducted from your refund. The exact amount will be stated in the separate return instructions sent after the request acknowledgement.

The EU return fee does not apply where an item is damaged, faulty or incorrect, or where applicable law requires us to bear the return cost.

No additional handling fee is charged.

ORIGINAL SHIPPING, DUTIES & TAXES

Original shipping charges are non-refundable except where a refund is required by applicable consumer law.

Where a statutory cancellation or withdrawal right requires us to refund the original delivery charge, we will refund the cost of the least expensive standard delivery service offered for the order. Any additional cost resulting from your choice of express, priority or upgraded delivery will not be refunded.

Any customs duties or other import-related amounts collected separately are non-refundable where those amounts have been remitted and are not recoverable, except where applicable law requires otherwise. Any taxes or charges that we are legally required to refund will be included in the refund.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives.

If an item is damaged, faulty or incorrect, contact info@faxcopyexpress.store as soon as possible with your order number and details of the issue.

Where an item is confirmed to be damaged, faulty or incorrect, we will cover the reasonable return shipping cost and issue a refund in accordance with your applicable consumer rights.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, sealed goods that are not suitable for return for health or hygiene reasons cannot be returned once the seal or protective packaging has been removed. This may include certain underwear, socks and other hygiene-sensitive products.

Gift cards, personalised or customised products, and items clearly marked as Final Sale are also non-returnable under our standard returns policy, except where the item is faulty or applicable law provides otherwise.

REFUNDS

Once your return has been received and inspected, we will confirm whether your refund has been processed.

For standard returns, refunds will normally be issued to the original payment method within 5–10 business days following receipt and inspection of the returned item, and in any event within the period required by applicable law.

Your bank or payment provider may require additional time for the refund to appear in your account.

The applicable return shipping fee and any other non-refundable amounts described in this policy will be deducted from your refund where permitted by law.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back.

UK CANCELLATION RIGHTS

If you are a consumer in the United Kingdom, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order without giving a reason.

To exercise this right, email info@faxcopyexpress.store before the cancellation period has expired. Please include your order number and the item or items concerned.

After notifying us, you generally have a further 14 days to return the goods.

You are responsible for the applicable return shipping fee shown above unless the item is faulty, damaged or incorrect.

Where you validly exercise your statutory cancellation right, we will refund the payments required by law, including the cost of our least expensive standard outbound delivery service. Any additional cost for express or upgraded delivery will not be refunded.

EU RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase without giving a reason.

The withdrawal period runs for 14 calendar days, beginning on the day after the final item in your order is delivered. If the final day falls on a Saturday, Sunday or applicable public holiday, the period is extended until the end of the next working day.

To exercise this right, you may send a clear statement to info@faxcopyexpress.store or submit an online request through our EU return and cancellation page before the withdrawal period has expired.

The online page may also be used to submit a cancellation request for items that have not yet been fulfilled.

After an online request is submitted, an automatic email will confirm receipt of the request. This acknowledgement does not replace the separate return instructions or cancellation outcome, which will be sent afterwards.

A valid statutory withdrawal submitted within the applicable period is not subject to discretionary approval. We may verify that the request was submitted on time and whether a statutory exception applies.

If the goods have already been delivered, you must return them within 14 days of informing us of your decision to withdraw.

The fixed EU return shipping fee is £13 GBP and will be deducted from your refund. If the order was paid in another currency, the corresponding converted amount will be deducted and confirmed in the return instructions.

The return fee will not be charged where the item is damaged, faulty or incorrect, or where applicable law requires us to bear the return cost.

Where you validly exercise your statutory right of withdrawal, we will reimburse the payments required by applicable law, including the cost of our least expensive standard outbound delivery service. Any additional cost for express or upgraded delivery will not be refunded.

The statutory right of withdrawal does not apply where an applicable legal exception applies, including certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Where applicable, we will provide the relevant cancellation or withdrawal form as part of the return instructions. You are not required to use the form and may instead exercise your right by sending us a clear statement by email or by submitting the online request.

STATUTORY RIGHTS

Nothing in this policy affects any mandatory consumer rights available to you under applicable law.

CONTACT

info@faxcopyexpress.store