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Returns policy

Our Returns Policy forms part of our Terms and Conditions Policy. We reserve the right to change this Returns Policy at any time.


Important information regarding returning goods

When you receive your shipment, you must check it as soon as possible and always before use. Please ensure that you inform us before attempting to return any items to us


Your right to change your mind

If you have ordered something and then realise later that it is no longer needed, you have 14 days to cancel your order under our 14 day return period policy, which starts the day after you received your goods.

It's very straight forward - please follow the steps set out below (please see the section headed 'What to do to return your item to us').

All items must be returned unused and in the original packaging they were in when received by you.

Please ensure that when you receive an item that you take reasonable care of it when trying or inspecting it.  For example, please ensure that any security seals or label tags are still intact.


If the wrong item is received

We apologise if you have received the wrong item by mistake. This is very rare and we always endeavour to resolve this type of problem as quickly as possible.

To receive a replacement or a refund, you must return the item in the same condition you received it and within 14 days of the day you received the item.


Damaged or faulty items

We apologise if you have received goods that are damaged or faulty. We understand how frustrating this can be and strive to resolve this as quickly as possible for you.

If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault. We will then advise what to do next.

Our Returns Policy for faulty items upholds your statutory rights.

 


Item not received

We apologise if you have not received your item. This is very uncommon and we will resolve this situation as quickly as possible for you.

To receive a replacement or a refund, you must inform us that you have not received your goods within 21 days of the date which you received the confirmation email from us confirming that your goods had been despatched.


Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.


What to do to return your item to us

  • You can contact our customer service team via our Contact Us page and we endeavour to answer all queries within 24 hours
  • You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to
  • Please ensure that the returned item is packed securely and include your order number, name and address inside the package
  • Please obtain proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything, however, without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item that you have ordered, accepted and then returned is your responsibility until it reaches our warehouse. It is therefore advisable to ensure that you send your item back to us using a delivery service that insures you for the value of the goods.


What happens next?

All goods returned to us are checked by our Returns Department.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the original credit/debit card/PayPal account used to purchase the item.


Return of replacement goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.


Cost of returning items

Please note that we can only refund the postage costs for returning an item if:

  • we sent you the wrong item
  • the item is damaged or faulty
  • if you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be without fault. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.


Complaints

If you are not satisfied with the way in which we have handled the return of your goods, or the replacement/repair of any item, we apologise and strive to resolve the matter in all circumstances. Please contact our customer service team via our Contact Us page or by post at:

 

First Sky Trading Co. Ltd

No.48AZ, St 138

Sangkat Phsar Depo 2

Khan Toul Kork

Phnom Penh

Cambodia.