Farlows Returns and Exchanges Policy
We will gladly exchange or refund your unused purchase if you return it within 28 days of receipt. Unused or defective merchandise may be returned to Farlows at any time, within 28 days from the date of purchase. All returned items must be returned as new and with all packaging / labels still attached.
Online Returns and Exchanges
If you are returning an item for an exchange or refund, and the goods are not faulty, you must do this within 28 days. Return postage costs are the responsibility of the customer. If you require an exchange, a further postage cost may apply. Please notify us immediately via email and return your goods to:
Farlows Returns Department
Winforton
Hereford
HR3 6SP
Tel : 01544 322 311
Please include the following items with your returned goods:
- Copy of your invoice/receipt
- Your full name and address
- Your day time telephone number
We will then process your exchange or refund upon receipt.
You may also return items in person at our Pall Mall store. Please ensure you have your proof of purchase with you to allow us to process your return/exchange.
Important note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transmit.
Faulty Goods Returns or Exchanges
If an item is found to be faulty or damaged, this is our responsibility. If a fault or damage is found we will reimburse you the postage. Please notify us immediately via email and return your goods to:
Farlows Returns Department
Winforton
Hereford
HR3 6SP
Tel : 01544 322 311
Please include the following items with your returned goods:
- Copy of your invoice/receipt
- Your full name and address
- Your day time telephone number
- Full details of the fault
- Proof of postage costs
We will then process your exchange or refund upon receipt and reimburse your postage costs.
In order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean and dry condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return such items back to you. In some cases the manufacturer/supplier may require to see the item(s) before repair or replacement can take place. If this is the case we will inform you. Proof of purchase is also required with all potential warranty claims.
Important note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transmit.
Online Refunds
On returns, we can only refund the costs via the original payment method used for the purchase. We cannot refund cash. Please allow 1-2 billing cycles for the refund credit to appear on your credit/debit statement or into your PayPal account.
In-Store Returns and Exchanges
We are happy to exchange or refund any non-sale item purchased from us that has not been used, has its original packaging and labels and is accompanied by its original receipt or proof of purchase, within 28 days of purchase. Any items bought in a sale or as a special offer may be exchanged or returned for credit within 14 days of purchase. Refunds cannot be given on sale or special offer purchases or on gift vouchers.
Items which have been used, altered or damaged in any way cannot be refunded or exchanged.
This policy is offered in addition to your statutory rights.
Last Updated February 2019