Delivery and Returns Terms and Conditions

your order will be processed depending on stock availability. We try to maintain accurate stock counts on our website but sometimes there may be a discrepency and we will not be able to fulfill your complete order. in this instance, in this instance we will contact you to see if you would like to continue with your order and await the item on back order or if you would like us to process a refund.   

Family SUP Ltd will accept returns due to change of mind provided the request to return is received by us within 14 days  of receipt of purchase and the item is returned to us in the original packaging, unused and in a resell-able condition.

The Return Shipping costs are payable by the customer and will be required to arrange their own shipping.

once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you by email once this has been completed.

we will refund the value of the goods but will not refund the value of any shipping paid. 

Family SUP Ltd will honour any valid warranty, provided the claim is submitted within 12 months of purchasing the items.

Customers will be required to pre - pay the return shipping however we will reimburse you upon a successful warranty claim. once we receive your returned items we shall process all warranty claims within 7 days.

Once a warranty claim is confirmed, you will receive a choice of;

a) a refund to your payment method

b) a refund to store credit 

c) a replacement item sent to you if stock is available.

We will aim to ship your order within 3 days of purchase unless stated otherwise, once shipped the  transit time can take 3-5 days.

If an item is out of stock we will contact you to see if you would prefer to wait on a back order or for us to process a refund.

If delivery time has exceeded the forecast time then please contact us on info@familysup.co.uk so we can investigate this for you.

when products are dispatched, customers shall receive a tracking number to track the delivery process of their order

If your parcel has been damaged in transit if possible please refuse to accept it from the courier and contact us. If the parcel was delivered without you being present please contact us to determine your next steps.

 

we will cancel any order that has yet to be dispatched, if an order has already been dispatched please refer to our refund policy.

Insurance 

Parcels are insured for loss and damage up to the value stated by the courier.

If a parcel is damaged in transit we will process a refund or replacement once the courier has completed their investigation into the claim.

If a parcel is lost in transit we will process a refund or replacement once the courier has completed their investigation and deemed the parcel lost.

For all customer service enquiries email us at info@familysup.co.uk

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials or flammable liquids and gases.

To complete your return we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Once we have received and inspected your return, we will send an email to notify you that we have received your item and will also notify you of approval or rejection of your refund. If you are approved then we will automatically process the refund and you will be credited back to your original method of payment, within a certain amount of days.

If you haven't received a refund yet, in the first instance check the account you paid from.

Then contact the company who your account is with, it may take some time before before your refund is processed.

If you have done all of this then and still not received information on the process of your refund contact info@familysup.co.uk

To return your product send to the address below;

If you are shipping items over £75, please consider using a trackable service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

All enquiries should be sent by email to;