Returns Refunds and Exchanges Policy



How to Return an Item:

All requests for the return of goods must be agreed and approved my Fortoak Rolls Ltd. Your item must be in its original unused condition and must be in its original box and in a condition fit for re-sale in order to be approved for return, unless there is a manufacturer defect. 

 You must return the item within 30 days of your purchase.

1. Please either email your return request to sales@fortoak-rolls.co.uk or call the customer service team on 0800 055 6997.

Return Exceptions: 

Some items cannot be returned if they are opened or been used or are not in their original packaging or are not in a re-saleable condition. Restocking Fee All items are subject to a 10% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.

Exchanges: 

We will accept and authorise exchanges of any product that is delivered in a damaged or in a condition unfit for purpose. You will not be subject to a restocking fee in this case, and we will arrange to pay return shipping. 

Payment Policy:
Accepted Methods of Payment - Credit Card (Visa, Master Card), Paypal.

Credit Card Charges:

 Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded. 

Shipping Policy:

Turnaround All orders are shipped within 24/48 hours Monday - Friday 8am - 5pm.

Carriers: 

We use 3rd party parcel and pallet carriers to deliver our orders to both business and home addresses.

Order Tracking:

All deliveries are fully tracked.

Shipping Rates:  

The rate charged for the shipping of your order is based either on the weight of your products, the number of parcels / consignments and your location.

Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to. 

Back Orders:

If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. 

Privacy Policy: 

This policy covers how we use your personal information. We take your privacy SERIOUSLY and will take all measures to protect your personal information. 

What Information Do We Collect? 

We only collect information that we need that is related to your order. 

This includes your: Billing Address, Shipping Address, Email Address,  Credit Card Information.

In addition we also collect information on your IP address, browser type, and Refer URL data. We use this data to prevent hacking attempts, help us know what web browsers people are using, and find out where our visitors are coming from so that we can improve our marketing. 

How Is My Information Used? 

Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE. 

Security and Storage:

Only your order data billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data. 

Cookies and Browser Information:   

Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information. 


Guarantee:

If you are unhappy with an item purchased from us, please let us know!! You are our business and if you are unhappy we will make every effort to correct the problem. However, all refunds or returns are entirely at the Companies discretion.