Complaints

Complaint Procedure

If you wish to make a complaint about any products purchased or issues relating to the execution of an order, please submit your complaint in one of the following ways:

1. Postal Address:

  • FitAndFat LTD
    Inside Post Office,
    187 Uxbridge Rd,
    W13 9AJ
    London 

2. Email:

  • Send your complaint to orders@fitandfat.co.uk using the online form.

Content of Your Complaint:
Ensure your complaint includes the following essential information:

  • Your identity details: first and last name, address, email address, telephone number, and customer number (if you are a registered customer).
  • Your order number.
  • Details of the product in question: product name, product number, and for clothing items, the colour and size.
  • The specific reason for your complaint. Note that in some instances, we may require photographs of the product, and we will request these from you if necessary.

Response to Your Complaint:
We will acknowledge and address your complaint using the same method by which it was received, either in writing or electronically. We commit to resolving your complaint swiftly, no later than 14 calendar days from the date we receive your complete complaint submission.

Should your complaint be incomplete, we will contact you promptly to guide you through the necessary steps to complete it.

Returns Policy

If you find that the product does not meet your expectations, you are entitled to return it for any reason within 14 days from the date of delivery.

Conditions for Return:

  • The product must be unused and undamaged.
  • It should be returned in its original packaging, at your own expense.

Required Documentation:

  • Include the ‘Return of Goods Form‘.
  • Attach the original receipt or VAT invoice.
  • Provide the bank account number for the refund.

Exchanges:

  • If you wish to exchange a clothing item due to size issues, please return the item in its original condition. Include the ‘Return of Goods Form’ and all the aforementioned documents and details.

Please ensure all returns and exchanges adhere to these guidelines to facilitate a smooth process.

You can download “Return of Goods Form” just click button below

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