1. Introduction

This Refund and Return Policy applies to all physical pet grooming brush products purchased from FBM GROUP LTD. It outlines clear terms for return eligibility, refund procedures, damaged item handling, incorrect order resolution, and official processing timeframes for all customers located in the United Kingdom and European delivery regions.

This policy complies with UK consumer protection regulations and maintains fair, transparent procedures to ensure consistent customer service and dispute resolution.

Business Details
FBM GROUP LTD
Registered Address: 54 Hillary Street, Walsall, England, WS2 9BS
Support Email: help@fbmpet.shop
Contact Phone: +44 330 108 4405

2. Refund Timeframe

All valid return and refund requests must be submitted within 30 calendar days from the date customers receive their order. Any request raised after the 30-day window will not be eligible for review or reimbursement. This timeframe applies to all unused, defective, incorrectly shipped, or damaged product claims.

3. General Return Conditions

To qualify for return or full refund, all items must meet the following conditions:

• Products must be unused, unwashed, and kept in original new condition with no signs of wear, scratch marks, or user damage.
• All original packaging, labels, and accessories must be included with returned items.
• Customers must provide order confirmation, purchase proof, and delivery information when submitting return requests.
• Return shipments must be safely packaged to avoid further damage during transit back to our warehouse.

4. Non-Refundable Situations

The following scenarios are not eligible for refunds, returns, or exchanges:

• Items marked as clearance, promotional final sale, or custom modified products.
• Products damaged by improper use, incorrect maintenance, or normal daily wear and tear after usage.
• Requests submitted beyond the 30-day valid refund window.
• Lost, misplaced, or partially missing items after successful delivery confirmation.
• Damage caused by incorrect assembly, external impact, or accidental user damage.

5. Damaged Item Handling

If items arrive damaged, defective, or incomplete upon delivery, customers may apply for a replacement or full refund under the following process:

• Contact our support team within 48 hours after receiving the package.
• Provide clear photos of packaging, outer parcel condition, and defective product details for verification.
• After inspection confirmation, we will arrange either a free replacement shipment or full product refund based on customer preference.

Verified delivery damage issues will not incur additional return shipping fees for customers.

6. Wrong Order Handling

If you receive incorrect items or quantities different from your original order, please notify our support team promptly. We will verify order records and resolve the issue accordingly:

• We will arrange correct item re-delivery free of charge, or process a full/partial refund for mismatched products.
• Incorrect items sent by our team can be returned with fully covered return postage.
• All wrong order claims must be submitted within 7 days of delivery receipt for valid processing.

7. Refund Processing Time

Please note that occasional minor delays may occur due to individual financial institution processing schedules, which are outside our operational control.

8. Policy Updates

This Refund & Return Policy may be updated occasionally to match consumer regulation changes or service optimizations. All updates take immediate effect once published on this website.