Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.
Returns, Refund & Exchange Policy
Can I return or cancel my order?
The following information is applicable to Internet sales only. If you buy our products via any other method, then please call our head office for further information if you have any questions related to returns or cancellations.
As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 7 days after the goods come into your possession. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must return up to 7 days after delivery has taken place.
You also have the right to cancel your purchase before your order has been dispatched to you within 12 hours after you made the payment. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days.
If you cancel and would like to return your order after delivery, You must return the goods at your own expense, please email info@fwmhk.com and we will provide you with a returns reference. Any items returned without a valid reference will not be accepted. We also do not accept any products which is custom damaged. This however does not affect your statutory rights.
All items must be sent as they are received, complete with packaging and in their original saleable condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 14 days of return.
Please note, any items returned that are not in a re saleable condition as outlined above or without a valid reference will not be accepted.
For more information, please email info@fwmhk.com.
Cancellation and returns
Please keep your proof of purchase for anything you buy from us. Although you are not obliged to, doing so will ensure we can help you if you need to bring something back.
You may cancel your order (or any part of it) and return your Products for any reason before dispatch (where applicable) or within 7 days after the date of delivery or collection (as the case may be) by:
e-mailing us at info@fwmhk.com to cancel the order (or part of it) and arrange return;
Where your order comprises multiple delivery shipments, the 7 day cancellation period for the Products in your order runs from the date you received the delivery.
You will lose your right to cancel after the expiry of the 7 day period (this does not affect your rights if there is any problem with the Products).
You may use the cancellation form at the end of these Terms, but you do not have to.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
The right to cancel your order set out above is subject to the following exclusions:
Products which are Special order, made to meet your requirements, or otherwise customised or made to your specifications will not be exchanged or refunded unless they are faulty or incorrectly delivered.
Your right of cancellation does not apply to Products which become mixed inseparably with other items after delivery or collection (which may be the case for example where the Products are installed, glued, fitted or otherwise affixed ).
In relation to Products delivered to you, you may need to take delivery of the Products before you can cancel your order if the Products are placed into our delivery process before we receive your notice of cancellation. This does not affect your rights.
Following cancellation, we will refund you the price paid for the cancelled order (or part of the order cancelled), less any collection or return costs or charges (if any). Where you cancel the entire order, we will not refund the delivery charges paid (if any), or an amount equal to those charges if you elect to use a more expensive delivery method. Where you cancel part of an order, we may recalculate any applicable delivery charge and deduct this from the refund. We will pay the refund within 28 days after the day:
you notified us to cancel your order, where you have not received the Products (and the Products have not been despatched to you); or
we receive the Products you returned to us, where you are in receipt of the Products; or
you provide us with a proof of return for the Products, where you have returned the Products but we have not yet received them.
If you paid for your order using a credit/debit card, we will refund you on the credit/debit card used to pay for the order; if you paid for your order by cheque, we will provide you with a cheque for the amount of the refund.
You must arrange for the return of the Product(s) as soon as possible and in any event not later than 7 days after the day on which you cancel your order the following information is applicable to Internet sales only. If you buy our products via any other method, then please call our head office for further information if you have any questions related to returns or cancellations.
As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 7 days after the goods come into your possession. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must return up to 7 days after delivery has taken place.
You also have the right to cancel your purchase before your order has been dispatched to you. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days. If you cancel and would like to return your order after dispatch or delivery, You must return the goods at your own expense or charges will apply to return, original delivery cost is non-refundable, the full cost of delivery including commission fee will be deducted from the refund. Please email info@fwmhk.com and we will provide you with a returns reference. Any items returned without a valid reference will not be accepted.
We also do not accept any products which is custom made to your requirements. This however does not affect your statutory rights.
All items must be sent as they are received, complete with packaging and in their original saleable condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 14 days of return.
Please note, any items returned that are not in a re saleable condition as outlined above or without a valid reference will not be accepted.
For more information, please email info@fwmhk.com.
You must keep the Product(s) you wish to return in your possession and take reasonable care of the Product(s) at all times while they are in your possession. This means that you must not use the Products (except to the extent reasonably necessary to inspect and examine them).
We reserve the right to make a deduction from the amount of any refund for loss in value of the Products returned where the Products show signs of unreasonable use; for these purposes, unreasonable use includes handling the Products beyond what is necessary to establish the nature, characteristics and functioning of the Products, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop. Where you are in possession of the Products (or they have been dispatched to you), we may withhold any refund until we have received the Products or you have supplied proof of return for the Products.
We reserve the right to require proof of identity.
