Refund policy
Business Returns and Refund Policy
1. Business Customers Only
Faroma supplies products through this wholesale website exclusively to business customers purchasing for trade or commercial purposes.
By placing an order, you confirm that you are acting as a business and not as a consumer. Consumer cancellation rights do not apply.
Nothing in this policy limits any rights or liabilities that cannot legally be excluded.
2. Change-of-Mind Returns
Business customers do not have an automatic right to return unwanted products.
At our discretion, we may accept a return where:
- you contact us within three calendar days of delivery;
- the return is approved before the products are sent back;
- the products are unused, uninstalled and in a resalable condition;
- all original packaging, accessories and documentation are included; and
- proof of purchase is provided.
Bespoke, personalised, made-to-order, specially sourced, clearance or final-sale products cannot be returned unless faulty or incorrectly supplied.
Unauthorised returns may be refused.
3. Requesting a Return
To request a return, contact us by:
Email: info@faroma.co.uk
WhatsApp: +44 7988 663751
Please provide:
- your business name;
- order number;
- product details;
- reason for the return; and
- photographs or videos where relevant.
We will provide return instructions where the request is accepted. Approval remains subject to inspection of the returned products.
4. Return Shipping
For change-of-mind returns and voluntary exchanges, the customer is responsible for all return delivery costs.
Products remain at the customer’s risk until received by Faroma. We recommend using a tracked and insured service and retaining proof of postage.
Where a product is confirmed as faulty, damaged before delivery or incorrectly supplied, Faroma will arrange the return or cover reasonable return delivery costs.
5. Damaged, Faulty or Incorrect Products
Please inspect your order promptly after delivery.
Visible damage, shortages or incorrect products should be reported within 24 hours. Other apparent faults should be reported within three calendar days.
These timeframes help us investigate the issue and do not prevent claims for hidden defects that could not reasonably have been identified earlier. Hidden defects must be reported promptly after discovery.
Please retain the products and packaging until we provide instructions.
Products will not be treated as faulty where damage results from misuse, incorrect installation, poor storage, unauthorised alteration, normal wear and tear or failure to follow instructions.
Where a fault or supply error is confirmed, Faroma may repair or replace the product, issue a credit note, reduce the price or provide a refund, as appropriate.
6. Exchanges
Exchanges require prior approval.
The quickest option is usually to return the original product and place a new order. The customer is responsible for return delivery, replacement delivery and any difference in price unless the original product was faulty or incorrectly supplied.
7. Order Cancellations
Cancellation requests must be emailed to info@faroma.co.uk as soon as possible.
Orders may be cancelled only where we confirm that processing, picking, production, packing or dispatch has not begun.
Once processing has started, cancellation may be refused or subject to reasonable costs already incurred.
Orders that have been dispatched must be received before a return request can be considered.
Bespoke, personalised, made-to-order or specially sourced products cannot be cancelled once production or sourcing has begun.
8. Refunds and Credit Notes
Returned products will be inspected before a refund or credit note is issued.
Approved refunds will normally be processed within seven business days and returned to the original payment method, unless a credit note has been agreed.
We may make reasonable deductions where products are used, damaged, incomplete, missing packaging or no longer fully resalable.
9. Shipping Charges Are Non-Refundable
Original shipping, freight, handling, packaging, pallet, insurance, customs and similar delivery charges are non-refundable.
Where only part of an order is returned, no portion of the original shipping charge will be refunded.
Express, timed, international and special delivery charges are also non-refundable.
This does not apply where Faroma agrees otherwise in writing or where the law requires a refund because of Faroma’s breach.
10. Refused or Undeliverable Orders
Where delivery fails because the customer provides incorrect details, refuses delivery, is unavailable or fails to provide suitable access, Faroma may charge for:
- the original delivery;
- return delivery;
- redelivery;
- storage; and
- reasonable handling costs.
These costs may be deducted from any refund or credit.