Returns Policy

At Fishpools, we are committed to offering only high-quality products. However, we understand there may be times when you need to return or exchange an item.

If you change your mind, you can return any item within 14 days of receipt, provided it is in its original condition, with proof of purchase. We’ll issue a refund or exchange in accordance with our terms and conditions below.

What we mean by “original condition”:

  • The item must be unused and not installed or assembled.
  • It must be in a resalable condition, with original packaging and all labels intact.
  • The item and its packaging must be undamaged.

Items Not Eligible for Return or Exchange

Unfortunately, we cannot accept returns or exchanges for the following:

  • In-stock or Quick Delivery furniture ordered in-store and delivered.
  • Clearance items and display models.
  • Items collected in-store after inspection.
  • Products returned more than 14 days after delivery or collection.
  • Items that have been opened, unsealed, or show signs of use.
  • Products not checked at the time of delivery and now reported as damaged.
  • Items without original packaging, or with damaged packaging or removed labels.
  • Made-to-order or bespoke items, including anything customised to your specifications.
  • Products that have been modified or installed, or where installation was attempted.
  • Hygiene-sensitive items, such as:
    • Mattresses
    • Mattress toppers
    • Pillows
    • Mattress and bedding protectors

Damaged or Faulty Items

If your item arrives damaged or develops a fault:

  • You must notify us within 7 days of delivery or collection.
  • We cannot accept claims for damages reported after this period.
  • Please contact us at support@fishpools.co.uk or call 01992 636465.
  • We may request photographic evidence or ask you to return the item for inspection.

Cost of Returns

  • If you're returning an item due to a change of mind, you’ll need to cover the return costs and arrange safe return to our store.
  • Items must still meet the original condition criteria above to qualify for a refund.
  • If the return is due to a fault or damage under guarantee, we will guide you on the next steps - either return to store or provide photographic evidence for assessment.

Refunds

Once your return is received and approved, your refund will be processed within 14 days to the original payment method used at purchase.

Returns for Shop Pay Instalment Orders

  • Before requesting a refund, please check our Returns & Refunds Guide for eligibility.
  • If your return is eligible, your refund will be sent to your original payment method within 3–10 business days of processing.
  • If your refund is less than your remaining balance, your next payment might stay the same, but you’ll either make fewer payments or have a smaller final payment.
  • If your refund is more than your remaining balance, the difference will go back to your original payment method within 3–10 business days of processing.
  • If your order included interest payments, that interest isn’t refundable. Payments always go toward any unpaid interest first, then the main balance.