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Farlows Returns and Exchanges Policy

We will gladly exchange or refund your unused purchase if you return it within 28 days of receipt. Unused or defective merchandise may be returned to Farlows at any time, within 28 days from the date of purchase. All returned items must be returned as new and with all packaging / labels still attached.

Christmas Returns

Extended Christmas Returns Period

Any purchases made between 1st November 2023 and 21st December 2023 (final order date for pre-Christmas delivery) may be returned up to 31st January 2024 for a refund or exchange in a special Christmas gift extension to our standard returns policy.

Online Returns and Exchanges

If you are returning an item for an exchange or refund and the goods are not faulty you must do this within 28 days. Return postage costs are the responsibility of the customer. If you require an exchange, a further postage cost may apply. Please notify us immediately via email and return your goods to:

Farlows Returns Department
Winforton
Hereford
HR3 6SP
Tel : 01544 322 311

Please include the following items with your returned goods:

  1. Copy of your invoice/receipt
  2. Your full name and address
  3. Your daytime telephone number

We will then process your exchange or refund upon receipt.

Please note that if you are purchasing from a non-UK country and you choose to not accept a delivery because of the additional importation costs levied by the authorities in your country then we reserve the right to deduct any shipping or postage costs incurred by us from the refund to you.

You may also return items in person at our Pall Mall store. Please ensure you have your proof of purchase with you to allow us to process your return/exchange.

Important note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.

Faulty Goods Returns or Exchanges

If an item is delivered to you faulty or damaged this is our responsibility. If a fault or damage is confirmed we will reimburse you the cost of return postage. Please notify us immediately via email and return your goods to:

Farlows Returns Department
Winforton
Hereford
HR3 6SP
Tel : 01544 322 311

Please include the following items with your returned goods:

  1. Copy of your invoice/receipt
  2. Your full name and address
  3. Your daytime telephone number
  4. Full details of the fault
  5. Proof of postage costs

We will then process your exchange or refund upon receipt and reimburse your postage costs.

In order to comply with Health & Safety regulations any faulty items should be returned for assessment in a clean and dry condition free from mud and dirt. We regret that we are unable to process items that do not meet with these criteria and we will return such items to you. In some cases the manufacturer/supplier may require to see the item(s) before repair or replacement can take place. If this is the case we will inform you. Proof of purchase is also required with all potential warranty claims.

Important note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.

Online Refunds

Refunds can be made only to the original payment method used for the purchase. We cannot refund cash. Please allow 1-2 billing cycles for the refund credit to appear on your credit/debit statement or into your PayPal or other account.

In-Store Returns and Exchanges

We are happy to exchange or refund any non-sale item purchased from us that has not been used, has its original packaging and labels and is accompanied by its original receipt or proof of purchase, within 28 days of purchase. Any items bought in a sale or as a special offer may be exchanged or returned for credit within 14 days of purchase. Refunds cannot be given on sale or special offer purchases or on gift vouchers. Farlows reserves the right to vary the quoted returns and exchanges timeframes and any such variation will be communicated in-store and on the website.

Items which have been used, altered or damaged in any way cannot be refunded or exchanged.

This policy is offered in addition to your statutory rights.

Last Updated February 2022