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Returns & refunds
Fasteronline Return, Refund & Cancellation Policy

Cancelling an order

If you wish to change or cancel an order before despatch please contact our Customer Services team on 01202 894171 between 9am and 5pm Monday to Friday.

It would be helpful if you could have the following details to hand:

- Customer name
- Order number
- Date of the order

Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent. Once you receive the order, you will have to return it to us within 28 days of delivery (see our Returns section for further details on our returns policy).

If you wish to cancel the order within 7 days after delivery, we will refund the cost of the item & the cost of delivery but not the cost of returning the item to us.

Returns policy & procedure

We are pretty certain that you will be delighted with any product purchased from us but if you wish to return an item to us then we'll try to make it as easy as we can. Any item may be returned for any reason within 7 days of the date of despatch so long as it is unused, undamaged and in original packaging.

We will refund the price of the item and cost of delivery to the purchaser but the cost of carriage to return the unwanted item to us will be at your cost.

If an item arrives damaged or becomes faulty we will arrange to replace it at our cost (up to 90 days after purchase).

After 90 days we may offer to collect the item and arrange for it to be repaired where appropriate (again at our cost).

We will keep you informed about the progress of any replacement products. This does not affect your statutory rights.

Procedure for exchanging or returning an item:

If you would like to request a return, please send an email to our customer service team outlining the item you would like to return, your original order number, our stock number and the reason. Please tell us if you would like the product exchanged or refunded.

We will respond as soon as we can giving a returns note authorisation number. Please print this email and enclose it with your item as it will give us all the details we need to process your refund or replacement.

Please package the item securely for transit, using the manufacturer's original packaging if available, and remember to enclose all the individual items that combine to make the product complete including instruction manuals, fixing screws etc.

Once we have received and processed the returned item we will process the refund or despatch the replacement item.

To discuss the return of any item, contact our Customer Services Team on
01202 894171 between 9am and 5pm Monday to Friday.