Refund policy
Return & Refund Policy
We want returns to feel clear and straightforward. This policy explains your cancellation rights, the FOSS 90-day money-back guarantee, and how we handle returns, refunds, and faulty or incorrect items.
Nothing in this policy limits or replaces your statutory consumer rights.
Your legal right to cancel
If you are a UK consumer who purchased online, you normally have 14 days from receiving your order to tell us that you wish to cancel, without giving a reason.
After notifying us, you then have a further 14 days to return the item.
To cancel, email hello@fossbrand.com with your order number and a clear statement that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.
Where the legal right to cancel applies, we will refund the price paid and the cost of our standard delivery option. If you selected a more expensive delivery method, the additional delivery cost is not refundable.
We may reduce the refund where the value of an item has been reduced because it was handled beyond what would reasonably be necessary to inspect it.
The FOSS 90-day money-back guarantee
In addition to your legal rights, FOSS offers a 90-day money-back guarantee from the date your order is delivered.
Install FOSS, use it as part of your normal routine and judge the experience for yourself. If it does not fit your setup or is not right for you, contact us within 90 days of delivery and we will guide you through the return process.
To request a return under the guarantee, email hello@fossbrand.com with:
- your order number;
- your full name;
- the email address used at checkout; and
- the reason for the return.
If the product is damaged, faulty or incorrect, please also include clear photos or a short video showing the issue.
Please contact us before sending the product back so that we can provide the correct return instructions and address. Contacting us first helps avoid delays and does not affect your statutory rights.
Return condition
For a return under the 90-day money-back guarantee, the product should be:
- clean and safe to handle;
- returned with all supplied parts and accessories; and
- returned in its original packaging where reasonably possible.
Normal use as part of a genuine product trial is expected under the 90-day guarantee.
We may reduce or refuse a refund under the guarantee if the product has been damaged through misuse, neglect, improper installation, modification, excessive wear unrelated to normal trial use, or if important parts are missing.
Any deduction made under your statutory cancellation rights will be limited to loss in value caused by handling beyond what would reasonably be necessary to inspect the product.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, contact us as soon as possible at hello@fossbrand.com.
Please include:
- your order number;
- a clear description of the issue;
- photos or video showing the problem; and
- photos of the packaging where the parcel arrived damaged.
We may ask for this information so that we can assess the issue quickly. Your available remedy will depend on the circumstances and your statutory rights and may include a repair, replacement, price reduction or refund.
Faulty, damaged and incorrect items are handled separately from change-of-mind and 90-day guarantee returns.
Compatibility with your shower
FOSS fits most standard UK handheld shower hoses. Electric showers, fixed wall units and non-standard fittings should be checked before ordering.
Send us one clear photo of your current connection and we will confirm compatibility for free.
Where the product is not faulty and the compatibility information supplied before purchase was accurate, a compatibility return will normally be handled under the 90-day money-back guarantee.
If our support team confirmed compatibility in writing and the product does not fit the connection shown to us, contact us so that we can review the circumstances and provide an appropriate solution.
Return shipping costs
For change-of-mind returns and returns under the 90-day money-back guarantee, you are responsible for the return shipping cost unless we agree otherwise or the law requires us to cover it.
If the product is confirmed to be faulty, damaged or incorrect, we will cover reasonable return costs or provide another appropriate return method.
We strongly recommend using a tracked service and keeping proof of postage. We cannot take responsibility for a return parcel until it has been delivered to the return address provided by our support team.
Do not return an item to an address shown on the original parcel unless our support team has confirmed that address in writing.
Refunds
Once your return has been received, we will inspect it and email you with the outcome.
Approved refunds will be sent to the original payment method unless we agree another method with you.
Where you exercise your legal right to cancel, we will issue the refund within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever happens first. We may withhold the refund until we receive the item or evidence of return.
Refunds under the FOSS 90-day money-back guarantee will normally be processed within 14 days after the returned item has been received and inspected.
Your bank, card issuer or payment provider may take additional time to make the funds available.
Delivery and return costs
For a valid statutory cancellation, we will refund the cost of our standard delivery option. Any additional amount paid for express, premium or another upgraded delivery service is not refundable.
For returns made only under the FOSS 90-day money-back guarantee, original delivery costs and return shipping costs are not refundable unless we agree otherwise or the law requires it.
Where an item is faulty, damaged, incorrect or not as described, delivery and reasonable return costs will be handled in accordance with your statutory rights.
Cancelling before dispatch
To cancel an order before dispatch, email hello@fossbrand.com as soon as possible.
We will do our best to stop the order. If it has already been processed or shipped, you may need to wait for delivery and then follow the return process.
How to start a return
Email: hello@fossbrand.com
Suggested subject line:
Return Request – Order #[your order number]
Please do not send a return until our support team has provided the correct return instructions and address.
Model cancellation form
Complete and send this form only if you wish to cancel your contract. You may also cancel by emailing us with a clear statement.
To:
FOSS
Hull HU5 2RN
United Kingdom
hello@fossbrand.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Customer signature (only if this form is sent on paper):
Date: