ONLINE Returns Policy

Please note:  This Returns Policy / Terms & Conditions ONLY applies to items purchased via the Fabhatrix Website / On-line Store. It does not apply to our bricks and mortar store based at 13 Cowgatehead, Edinburgh, EH1 1JY where a different policy operates. We do not offer exchanges or refunds on any items purchased within the retail store in Edinburgh.

It’s very important to us that you are completely happy with your purchase so if for any reason you aren’t then we will be happy to offer an exchange or a refund under the following conditions for customers within the European Union: 

i) Where you cancel the contract under the Distance Selling Regulations 2000 or
ii) Where you consider the item to be faulty or otherwise not as described.

You may choose to return an item within 7 working days from and including the date of delivery (known under the Regulations as the ‘cooling off period’) for any reason provided that: 

  1. The item has not been worn and is free from any new defects or odours. You have a legal obligation to take reasonable care of the item while it is in your possession. When you are trying on an item please do not use unnecessary force and ensure you are not wearing perfume / aftershave or deoderant, make up or fake tan, which may leave a scent or marks on the item. Fabhatrix reserves the right to refuse refunds on any items we believe to have been obviously worn or damaged since dispatch from Fabhatrix. In this situation, you will be notified via e-mail that the returned item cannot be accepted and you will have the option to have it re-delivered to you at your cost, or if you choose not to have it re-delivered we will hold onto it and will not process your refund. In some cases, if we can and are willing to clean and or mend an item then a partial refund may be offered less our cleaning and mending costs.
  2. All items are tagged by Fabhatrix before being sent to customers. The original tags must still be attached to the item, and the item returned in the same condition it was sent. Items with the tags removed, or removed and then re-attached are no longer eligible for return. In this situation, you will be notified via e-mail that the returned item cannot be accepted and you will have the option to have it re-delivered to you at your cost, or if you choose not to have it re-delivered we will hold onto it and will not process your refund.
  3. All items are sent carefully and suitably packaged from Fabhatrix to ensure their protection in transit. You must therefore do the same if returning an item. Fabhatrix will not accept responsibility for any items damaged in transit while being returned to us by a customer. In this situation, you will be notified via e-mail that the returned item cannot be accepted and you will have the option to have it re-delivered to you at your cost, or if you choose not to have it re-delivered we will hold onto it and will not process your refund.
  4. Fabhatrix does not accept liability for any items lost during return transit. Our customers are responsible for adequately wrapping and insuring returned items and we advise sending them back to us by a tracked and recorded delivery service. Tracking is recommended as lost packages are your responsibility. The tracking number should be sent to us as soon as you have it so that we know the item is on the way back and that you have met your obligations under our returns policy. A refund will not be given if you mail the returned item by a method that has no tracking and the package never arrives back to Fabhatrix. It will be your responsibility to try to recoup your loss.
  5. Returns postage must be paid for by the customer. Only if an item is deemed by Fabhatrix to be faulty, or otherwise not as described, will we refund the postage costs incurred by the customer to return the item, as well as the original postage costs incurred by the customer. Please note that these are the only circumstance in which we will refund any postage costs.
  6. You must clearly state your delivery address in all communications with us and we will not be responsible for any refund, damage or loss suffered by you if you have not communicated your full and correct details to us. We do not deliver to PO Box Addresses.
  7. When we deliver items to you, we will always require a signature confirming that all products covered by the specific order confirmation have been delivered.  If the customer, for whatever reason without exception, misses the delivery of the item, then it is the sole responsibility of the customer to arrange re-delivery and the 7 days returns period still applies from the date of the attempted delivery and the date of any card left by the Royal Mail.

RETURNS PROCESS

  1. If you are not entirely satisfied with your purchase, you must email info@fabhatrix.com within 24 hours to advise us that you will be returning an item and what that item is, the reasons for this return and to request a returns code number. Please also include a daytime telephone number and your invoice number.  As stated above, the item must be returned within 7 working days from and including the date of delivery. No refunds will be given without a returns code.
  2. Returns must be sent to the following address: Fabhatrix,13 Cowgatehead, EdinburghEH1 1JY.
  3. All returns must be paid for by the customer.
  4. The only circumstances in which returns postage will be refunded to a customer who returns an item to Fabhatrix, will be when a return is accepted by Fabhatrix because we believe that an item is faulty or otherwise not as described. In these circumstances we will also refund the original postage costs incurred by the customer.
  5. If you return an item to us under these circumstances we will examine the returned item and your reasons for returning it and will notify you of any entitlement to a refund via email within a reasonable period of time. If you are entitled to a refund we will usually process your refund as soon as possible, and with any case, within thirty days of the day we confirmed to you via email that you were entitled to a refund. If you are not entitled to a refund we will notify you within a reasonable period of time via e-mail that the returned item cannot be accepted and you will have the option to have it re-delivered to you at your cost. If you choose not to have the returned item re-delivered we will hold onto it and will not process your refund.
  6. In all cases we will only refund any money received from you using the same method originally used by you to make the online purchase.
  7. Legal ownership of the item will immediately revert back to us upon refunding any such payment to you.

These clauses do not affect your statutory rights.

Returns Policy for Customers outside the European Union / in the Rest of the World

Due to potential import duties, taxes and customs applicable on goods being sent to the UK from the Rest of the World Fabhatrix offers a returns service to customers outside of the EU only if all of the returns conditions mentioned above for customers within the EU are met, alongside the revised timescales and conditions mentioned below.

The customer must e-mail info@fabhatrix.com to notify the intent to return within 24 hours of signed receipt of the item(s).

The item must be returned via a registered, trackable postal service that will require signature upon delivery to Fabhatrix at 13 Cowgatehead, Edinburgh, EH1 1JY within 10 days of the original signed receipt of the item.  The customer must pay for all return postage costs.

Customers from outside the EU must meet all of the same conditions mentioned above in the returns policy for EU customers (the item must not be worn or damaged, it must be returned in exactly the same condition as it was dispatched from Fabhatrix, with all tags still attached and packed within the original packaging or packaging of an equally high quality and protective standard) for a refund to be considered.

If you return an item to us under all of these circumstances we will examine the returned item and your reasons for returning it and will notify you of your entitlement to a refund via email within a reasonable period of time. If you are entitled to a refund we will usually process your refund as soon as possible, and with any case, within thirty days of the day we confirmed to you via email that you were entitled to a refund.

If you are not entitled to a refund we will notify you within a reasonable period of time via e-mail that the returned item cannot be accepted and you will have the option to have it re-delivered to you at your cost. If you choose not to have the returned item re-delivered we will hold onto it and will not process your refund.

The cost of any duties, taxes and customer incurred upon the return of the goods will be deducted from the purchase price and a refund of the balance will be issued.

As stated above, postage costs are the responsibility of the customer and will not be refunded. The only circumstances where postage will be refunded is if an item is deemed by Fabhatrix to be faulty, or otherwise not as described, in which case will we refund the postage costs incurred by the customer to return the item, as well as the original postage costs incurred by the customer.