Refund & Return Policy
This policy explains the general process for return requests, approved refunds, and order issue handling for purchases made through Fish Rod UK. Please read it carefully before requesting a return.
Policy Scope
This policy applies to products purchased directly through the Fish Rod UK website. Return and refund handling may depend on product condition, the reason for the request, timing, payment method, and whether the return has been approved in advance by our team.
Key Information
1. Return Approval Requirement
Returns must be approved by us before any item is sent back. Items returned without prior approval may be refused, delayed, or deemed ineligible for refund processing. To request approval, please contact us with your order number, item details, and a clear explanation of the issue.
2. Return Window
Where a return is accepted, requests should generally be raised within a reasonable period after delivery. If the issue concerns damage, incorrect goods, missing items, or apparent defects, you should contact us as soon as possible after receipt so that we can review the matter promptly.
3. Condition of Returned Items
Unless the item is faulty, damaged on arrival, or incorrect, returned goods should be unused, unaltered, and returned in their original packaging with all included components, accessories, manuals, and inserts where reasonably possible. We may reduce or refuse a refund where the returned condition is inconsistent with the reason provided or materially diminishes the item’s value.
4. Non-Returnable or Restricted Items
- Items showing signs of use, damage after delivery, or unauthorized modification.
- Items returned without approval or with incomplete identifying information.
- Items excluded by law, hygiene concerns, product type, or specific listing terms.
- Custom, special-order, or otherwise clearly non-cancellable items where stated at purchase.
5. Return Shipping
Unless required otherwise by applicable law or agreed by us in writing, customers are generally responsible for return shipping costs, including packaging, carrier fees, and any customs-related charges associated with the return shipment. Where we determine that the return is due to our error, a damaged delivery, or a confirmed product defect, we may provide alternative return instructions or approve a different cost allocation.
6. Refund Processing
If a refund is approved, it will generally be issued to the original payment method used for the purchase unless otherwise required by law or agreed in writing. Processing times can vary depending on the payment provider, card issuer, bank, and internal review requirements. Shipping charges, duties, taxes, or transaction fees may be treated differently depending on the circumstances of the return and the applicable legal framework.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or materially different from the confirmed order, please contact us promptly and provide enough evidence for review, such as photos of the package, item, shipping label, and the issue itself. We may offer replacement, refund, partial refund, or other reasonable resolution depending on the circumstances.
8. Exchanges
We do not guarantee direct exchanges in every case. Where an exchange is possible, it will depend on stock availability, the nature of the issue, and operational feasibility. In some cases, the preferred solution may be a return approval followed by a new order or a separate replacement arrangement.
9. Chargebacks and Disputes
We encourage customers to contact us first so we can review and attempt to resolve any order issue fairly and efficiently. If a payment dispute or chargeback is initiated, we may pause or decline further refund handling while the matter is under formal review by the payment provider or financial institution.
10. Governing Law
This Refund & Return Policy shall be governed by and interpreted in accordance with the laws of Hong Kong, subject to any non-excludable consumer rights that may apply under mandatory law in the customer’s jurisdiction.