Returns & Refunds Policy
Last updated: 17 July 2026
We want you to be satisfied with your purchase from FinnsDirect. This policy explains how to cancel an order, return a product or report a faulty, damaged or incorrect item.
Nothing in this policy affects your statutory consumer rights.
1. Cancelling an order before dispatch
You may ask us to cancel an order before it has been dispatched.
Please contact us as soon as possible by emailing support@finnsdirect.co.uk or completing our Contact Us form.
We will try to cancel the order, but cancellation cannot be guaranteed once warehouse processing, packing or dispatch has begun.
If your order has already been dispatched, you may return it in accordance with this policy.
2. Change-of-mind returns
If you are purchasing as a consumer, you may cancel an eligible online purchase by notifying us within 14 days after the day you receive the product.
After notifying us that you wish to cancel, you must return the product within a further 14 days. You do not need to give a reason for cancelling.
To request a return, please email support@finnsdirect.co.uk or complete our Contact Us form, including your name, your order number, the product you wish to return and the reason for returning it, if you wish to provide one.
We will send you the correct return address and return instructions.
Do not send returns to our registered office unless we specifically instruct you to do so.
3. Condition of returned products
For a change-of-mind return, the product should be unused beyond what is reasonably necessary to inspect it, complete with all parts, accessories and manuals, in its original packaging where reasonably possible, safely packaged for return and in a resaleable condition.
You may inspect a product as you reasonably could in a shop. We may reduce your refund to reflect any loss in value caused by handling or use beyond what was reasonably necessary to check the product.
Products that have been fitted, installed, cut, drilled, sharpened, heavily tested, altered, damaged or used may have a reduced return value and may not qualify for a full change-of-mind refund.
4. Return postage
For change-of-mind returns, you are responsible for arranging and paying for return postage.
We recommend using a tracked and suitably insured delivery service. You remain responsible for the product until it is received by us or our appointed returns facility.
If the product is faulty, damaged on arrival, incorrect or not as described, FinnsDirect will cover the reasonable return cost once the issue has been assessed.
5. Products that cannot be returned for a change of mind
We may be unable to accept a change-of-mind return for personalised products, sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken, products that have become inseparably mixed with another item, products that have been used, fitted, altered or damaged after delivery, or other products excluded from cancellation under applicable law.
These exclusions do not affect your rights if a product is faulty, damaged, incorrect or not as described.
6. Faulty, damaged or incorrect products
Please contact us promptly if your product arrives damaged, is faulty, is incomplete, is different from the product ordered or does not match its description.
Email support@finnsdirect.co.uk or use our Contact Us form and provide your order number, a description of the issue, photographs or video where helpful and the product serial number, where applicable.
We will assess the issue and provide the appropriate return, replacement, repair or refund instructions.
Consumer goods must be of satisfactory quality, fit for purpose and as described. Consumers may have a short-term right to reject faulty goods within 30 days, followed by other remedies such as repair or replacement depending on the circumstances.
Please do not attempt to repair, alter or dispose of a faulty product before contacting us.
7. Refunds
Once an eligible return has been received and inspected, the refund will normally be issued to the original payment method.
For eligible consumer cancellations, we will refund the price paid for the returned product and the cost of our least expensive standard delivery option, where a delivery charge was paid.
Any additional amount paid for express, timed or enhanced delivery is not normally refundable beyond the cost of standard delivery.
We may wait until we receive the returned product, or receive satisfactory evidence that it has been sent back, before issuing the refund.
Refunds will normally be processed within 14 days after we receive the returned product or satisfactory evidence of return. Your bank or payment provider may take additional time to make the funds available.
8. Exchanges
We do not normally process direct exchanges. Where you wish to purchase a different product, size or model, the original product should be returned in accordance with this policy and a new order placed separately.
If we supplied the wrong product, please contact us before placing another order.
9. Business customer returns
Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.
Change-of-mind returns from business customers require prior written approval. Where a business return is approved, the product must be unused, complete and resaleable, the original packaging should be retained, the business customer is responsible for return postage, and special-order, personalised or non-stock products may not be returnable.
This does not affect any rights a business customer may have where products are faulty, incorrectly supplied or do not comply with the agreed contract.
10. Manufacturer warranties
Some products may include a manufacturer warranty or guarantee.
Please contact FinnsDirect first if you believe you have a warranty claim. We may ask for proof of purchase, photographs, video, the serial number and details of the fault.
A manufacturer warranty is separate from, and does not replace, your statutory rights.
11. Contact us
To cancel an order, request a return or report a problem, please contact us by email at support@finnsdirect.co.uk or through our Contact Us form.
Please include your order number whenever possible.
12. Company information
Finnsmate Limited trading as FinnsDirect
128 City Road
London
EC1V 2NX
United Kingdom
Company registration number: 16853223
VAT registration number: 507211236
Email: support@finnsdirect.co.uk
Our registered office is not a returns address.
Please contact us before returning any product.