Refund policy

Returns and Refunds Policy
Faunalux Ltd

General
We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, with all included items, and in its original undamaged packaging. You’ll also need the receipt or proof of purchase.

We may ask for evidence that the item and packaging remains untouched.

Please note, most of the time you must cover all costs for delivery, customs, taxes, and postage insurance in the event of a return! See below for more information.

If your return is accepted, we will mark it in our system so that we can expect it back, and we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to a UK address.

You must contact us from the email address/account you used to make the order. If you do not do this, we may not be able to help.

To start a return or ask any questions about a return, you can contact us at info@fauna-lux.com.

We may not be able to help if you attempt to contact us from a different email address than the one used to place the order.

Costs associated with returns
If you as the customer selected the incorrect item and completed a checkout, and it has arrived to you and remains unused, then you must pay all costs and charges to get the item back to us.

If you as the customer selected the correct item but the wrong item was shipped, and it has arrived to you, then Faunalux may pay the costs of return. It must return to us unused and unopened.

Contact us for more information and provide us with your order details: info@fauna-lux.com.

We may not be able to help if you attempt to contact us from a different email address than the one used to place the order.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You must read the instructions that come with the item before using it. They are also available digitally on the product page. If you face issues and haven't read the instructions in full then you may not be eligible for a return or refund.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

There are situations in which we are not able to accept a return. This includes situations in which the product has been used and is working normally within expectations. This does not affect your statutory rights.

However, we understand that you are making an investment into animal welfare, so we will always endeavour to help where we can. We may accept partial returns with the refund being given via gift card for example.

Please get in touch if you have questions or concerns about your specific item. 

We may not be able to help if you attempt to contact us from a different email address than the one used to place the order.

Exchanges
In situations where you have not opened your item, not used your item, and are returning it to us for an exchange, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To set this up, please contact us to arrange a return as normal. The same terms apply to returning the item as with other returns.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
If returning an item, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, or if you have cancelled before dispatch, you’ll be automatically refunded on your original payment method within 10 business days. It is much faster to have the balance refunded onto a gift card, which we are happy to arrange for you.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve processed your refund and you haven't had any notification, please contact us at info@fauna-lux.com.

• We must be informed of the problem with the order within 7 working days starting the day after delivery.
• Faunalux is not responsible for any additional costs as a result of a faulty product, unless prior consent is given in writing.
  
• This does not affect your statutory rights.