Refund policy

Returns & Refunds Policy – Fillic Limited

Thank you for choosing Fillic Limited. We want you to love your purchase, but if something isn't quite right, we're here to help.

1. Our Returns Promise

You have 30 days from the date you receive your order to let us know if you've changed your mind. We're happy to offer an exchange or a refund (excluding original delivery charges), provided the items are returned:

- In perfect, unused condition
- With all original inner and outer packaging
- Complete with any tags, labels, or dust bags

Please note: You are responsible for the cost of returning the item(s) to us.

2. Non-Returnable Items

Due to their bespoke or custom-made nature, the following items are final sale and cannot be returned or refunded:

- Furniture & Lighting (custom-made orders)
- Paint & Wallpaper

3. How to Start a Return (UK)

Use our Returns Portal to manage your return quickly.

1.  Open the Fillic Limited Returns Portal.
2.  Log in using your Order Number (found in your order confirmation email).
3.  Select the item(s) you wish to return.
4.  Choose whether you'd like a Refund, an Exchange, or Store Credit.
    - Pro Tip: Opt for Store Credit and receive a 10% bonus to use on your next purchase!
5.  Once submitted, you'll receive a QR code or printable label for Royal Mail or DPD.
6.  Drop the parcel off at your nearest service point.

We'll notify you once your return is received. Refunds will be issued to the original payment method.

4. International Returns

1.  Visit our International Returns Portal.
2.  Enter your email address and order number.
3.  Complete the details to receive a Return Merchandise Authorisation (RMA) number and a shipping label.
4.  Send the items back using the instructions provided.

Keep your proof of postage – it includes your unique tracking number and protects you in case your parcel goes missing.

5. Damaged or Faulty Items

We're sorry if an item arrived damaged. Please get in touch with our Customer Care team right away.

6. Large or Bulky Items

If you need to return a large item, you must arrange collection from the original delivery address. Please use the same courier service as your original delivery (DPD or Royal Mail). You are responsible for the return postage cost.

7. Refunds & Processing

- Refunds will be credited to the original payment method.
- Original delivery charges, insurance, and handling fees are non-refundable.
- If returning multiple parcels, use the individual labels provided and pack each item securely in its original packaging.

8. Conditions for Returns

To qualify for a refund or exchange, your item must:

- Be returned within 30 days of receipt
- Be unused and in original condition
- Include all original packaging, labels, and accessories

We are unable to process returns for items that don't meet these conditions, or if proof of purchase is not provided.