Refund policy
Return & Refund Policy
We want you to feel confident when shopping with FOSS. This policy explains how returns, cancellations, refunds and faulty item claims are handled.
Nothing in this policy affects your statutory consumer rights.
Your Legal Right to Cancel
If you are a UK consumer buying online, you have the legal right to cancel your order within 14 days of receiving your item, without giving a reason.
After notifying us that you wish to cancel, you then have another 14 days to return the item.
To cancel your order, please contact us at hello@fossbrand.com with your order number and a clear statement that you wish to cancel.
90-Day Money-Back Guarantee
In addition to your legal cancellation rights, FOSS offers a 90-day money-back guarantee from the date your order is delivered.
This gives you extra time to try the product and decide whether it is right for your bathroom setup.
To request a return under our 90-day money-back guarantee, please email hello@fossbrand.com with:
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Your order number
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Your full name
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The email address used at checkout
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The reason for your return
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Photos or video, if the item is damaged, faulty or incorrect
Returns must be approved by our support team before being sent back.
Items returned without prior approval may not be accepted.
Return Conditions
To be eligible for a return, the product must be returned with all supplied parts, accessories and packaging where reasonably possible.
As this is a bathroom product, the item must be returned in a clean and suitable condition.
We reserve the right to refuse or reduce a refund if the item has been damaged, misused, heavily worn, modified, returned incomplete, or handled beyond what is reasonably necessary to inspect or test the product.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at hello@fossbrand.com.
Please include:
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Your order number
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A clear description of the issue
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Photos or video showing the problem
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Photos of the packaging, if the parcel arrived damaged
If the item is confirmed to be faulty, damaged or incorrect, we will offer a suitable solution, such as a replacement, repair, partial refund or full refund.
Compatibility With Your Shower
FOSS shower heads are designed to fit many standard handheld shower hose connections. However, compatibility can vary depending on your shower system, hose, water pressure, fittings and bathroom setup.
If you use an electric shower, pumped shower, power shower or non-standard fitting, we recommend checking with your shower manufacturer or a qualified plumber before purchasing.
We cannot guarantee compatibility with every shower system.
Return Shipping Costs
For change-of-mind returns or returns under the 90-day money-back guarantee, the customer is responsible for return shipping costs unless otherwise agreed.
If the item is faulty, damaged or incorrect, we will cover reasonable return costs or provide another suitable solution.
We recommend using a tracked shipping service, as we cannot be responsible for returned parcels that are lost in transit.
Refunds
Once your return has been received and inspected, we will notify you by email.
If approved, your refund will be issued to your original payment method.
Refunds are usually processed within 14 days of receiving the returned item or receiving proof that the item has been sent back.
Your bank or payment provider may take additional time to make the funds available.
Non-Refundable Costs
Original delivery costs may not be refundable unless the item was faulty, damaged, incorrect or where required by law.
Return shipping costs are not refundable for change-of-mind returns or 90-day money-back guarantee returns, unless otherwise agreed.
Order Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, contact us as soon as possible at hello@fossbrand.com.
If the order has already been processed or shipped, you may need to wait until the item is delivered and then follow the return process.
How to Start a Return
Email us at:
Subject line:
Return Request – Order #[your order number]