At Filstor, we want you to be completely satisfied with your purchase. If you need to return an item, we're here to make the process as straightforward as possible.

Please read the information below before arranging a return.

Below is a general outline of our returns policy.  Please refer to our Terms & Conditions for full details.

We strongly advise that you check product sizes and colours before placing your order. The most common reason for non-faulty returns is due to misjudging product sizing. If in doubt, our Customer Care Team would be happy to advise and assist you with any queries. Please call 01430 410 450 for assistance (Mon - Fri 8am - 4.00pm) or email sales@filstor.com.

Returning an Item

If you wish to return a product, please contact our Customer Service team before sending any goods back.

This allows us to:

• Confirm your return is eligible

• Issue return instructions

• Arrange collection where applicable

• Ensure your return is processed as quickly as possible

Please do not return goods without prior authorisation, as this may delay your refund or replacement.

When contacting us, please provide:

• Your order number

• Your name and company (if applicable)

• The product(s) you wish to return

• The reason for the return

• Photographs if the item is damaged or faulty

Return Periods

Consumer Orders

If you purchased online as a consumer, you may have the right to cancel your order under the Consumer Contracts Regulations.

Unless the product is exempt, you can normally request a return within 14 days of receiving your goods.

Returned items should:

• Be unused and in a resalable condition

• Include all original packaging where possible

• Be complete with any accessories or components supplied

Please note that return carriage costs may apply unless the item is faulty or supplied in error.

Business Orders

As many of our customers purchase on behalf of businesses, returns for business-to-business (B2B) purchases are accepted at Filstorage's discretion unless the goods are faulty or supplied incorrectly. A restocking charge of up to 25% of the goods value may be incurred.

The restocking charge helps cover costs associated with:

• Inspection and quality checks

• Repackaging and handling

• Administration

• Supplier restocking fees (where applicable)

The exact charge will depend on the product and supplier and will be confirmed before the return is authorised.

Any original delivery charges are non-refundable unless the goods are faulty or supplied incorrectly. 

Please contact our team to discuss your requirements before arranging a return.

Non-Returnable Items

Unfortunately, some products cannot be returned unless they are faulty.

These may include:

• Made-to-order products

• Bespoke or customised items

• Products manufactured to customer specifications

• Special order items sourced specifically for your order

• Products that have been assembled, installed or modified after delivery

If you're unsure whether your product is eligible for return, please contact us before placing your order.

Faulty, Damaged or Incorrect Goods

We take great care when preparing every order, but if something isn't right, we'll work quickly to resolve the issue.

If your goods arrive:

• Damaged in transit

• Faulty

• Incomplete

• Incorrectly supplied

Please notify us as soon as possible after delivery.

To help us investigate, we may ask you to provide:

• Your order number

• Photographs of the product

• Photographs of the packaging

• A description of the issue

Depending on the circumstances, we may:

• Replace the item

• Supply replacement parts

• Arrange collection

• Repair the product (where appropriate)

• Issue a refund where applicable

Our Customer Service team will keep you informed throughout the process.

Refunds

Once returned goods have been received and inspected, we'll process any applicable refund as quickly as possible.

Refunds will normally be made using the original payment method unless otherwise agreed.

Please allow a few working days for funds to appear in your account after the refund has been processed.

Exchanges

If you require a different size, specification or product, please contact our team.

In many cases, we can arrange an exchange or recommend a more suitable alternative.

Packaging Your Return

When returning goods, please ensure they are packaged securely to prevent damage during transit.

Where possible, use the original packaging supplied with your order.

Filstorage cannot accept responsibility for goods that are damaged during return transit due to insufficient packaging.

Need Help?

Our Customer Service team is always happy to help with any questions regarding returns, replacements or refunds.

You can contact us via:

• Telephone: 01430 410 450

• Email: sales@filstor.co.uk

• Online Contact Form: Available via our website

We'll do everything we can to resolve your query quickly and fairly.