Refund policy

Returns & Refunds

We want you to be happy with everything you buy from Fielroc. If something isn't right, we'll make it right.

Returns within 14 days

Most items can be returned within 14 days of delivery for a refund or store credit, provided they are:

Unused and unworn, in the same condition you received them
In their original packaging, with tags and seals intact
Complete, including accessories, manuals, cables and free gifts

Items we can't accept back

For hygiene, safety and legal reasons, we're unable to accept returns on:

Opened beauty, skincare, haircare or personal care products
Pierced jewellery such as earrings, and any item worn against the ear or skin
Underwear, swimwear and socks where the hygiene seal has been removed
Perishable or consumable items
Items marked Final Sale or Clearance
Personalised or made-to-order items
Digital products and gift cards

These exclusions don't apply if the item arrived faulty, damaged or incorrect. In that case, see the next section.

Faulty, damaged or incorrect items

You're entitled to a replacement or full refund, including shipping, if your item is:

Defective — it doesn't work, or fails in normal use
Wrong item — a different product, colour, size or variant than you ordered
Damaged in transit — it arrived broken, crushed or leaking
Significantly not as described — it materially differs from its product page

Please report these within 7 days of delivery so we can raise it with our carrier or supplier in time.

What isn't covered

Normal wear and tear, or damage from misuse, accidents or improper installation
Minor variations in colour, shade, finish or texture. Screen settings and lighting affect how products appear, and small differences are normal
Products used in a way the instructions don't allow, or with incompatible accessories
Delays caused by carriers or customs
Items damaged after the return window because they were stored or handled incorrectly

How to start a return or claim

Email info@fielroc.com within the relevant window, with the subject line: Return Request — [Your Order Number]
Include your order number, what's wrong, and clear photos or a short video showing the issue, along with the packaging and labels
We review every request within 1–2 business days
If approved, we'll send you a Return Authorisation and the correct return address

Please don't post anything back before you receive a Return Authorisation. Our products ship from more than one fulfilment location, so the correct return address depends on your item. Unauthorised returns, and parcels sent to any other address, can't be processed or refunded.

Who pays for return shipping

If the fault is ours — faulty, damaged or incorrect — we cover return shipping in full, and you pay nothing. In many cases we'll simply send a replacement and won't ask for the original back.
For change-of-mind returns, the customer covers return shipping. Please use a tracked service: we can't refund parcels that are lost on the way back to us.

Refunds

Once we receive and inspect your return, or approve your claim, we'll email you to confirm.

Approved refunds go back to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take a further 5–10 business days to appear on your statement.

Where the fault is ours, we refund your original shipping fee along with the item. Otherwise, shipping fees are non-refundable.

Exchanges

We don't process direct exchanges. If your item is faulty or incorrect, we'll send a replacement of the same product at no cost once your claim is approved. If you'd like something different, request a refund and place a new order.

Order changes and cancellations

Orders are sent to our fulfilment partners immediately after checkout, which is how we keep delivery times short. Because of this, we can't guarantee a cancellation or change once an order is placed.

If you need to change or cancel something, email info@fielroc.com straight away with your order number. If your order hasn't been dispatched, we'll do what we can. Once it's shipped, it has to be handled as a return.

Missing or undelivered parcels

If tracking shows your order as delivered but you haven't received it, check with your neighbours and your building's reception or mailroom first, then email us within 7 days and we'll open an investigation with the carrier.

Your statutory rights

Nothing in this policy affects your statutory rights under the consumer protection laws of your country, including your rights regarding faulty or misdescribed goods.