Refund policy

Last Updated: 18 May 2026

At Fidmat24 Tech Market, we are committed to providing a fair, transparent, and customer-friendly returns process. This policy explains when and how items may be returned, how refunds are processed, and how your consumer rights are protected. Nothing in this policy limits or excludes your statutory consumer rights under applicable law. If local consumer protection laws provide you with greater rights than those outlined here, those rights will apply.

1.  30-Day Return Period

We offer a 30-day return window for eligible products in addition to your statutory rights. This means you have 30 calendar days from the date you (or the last item in a multi-item order) receive your order to initiate a return. The 30-day period begins on the day after delivery. For example, if your order is delivered on 1 January, the return period ends on 31 January.

2.  Eligibility Requirements

To qualify for a return under our 30-day policy, items must be in the same condition as when you received them — unworn, unused (except for reasonable inspection), and with all original tags, labels, accessories, components, manuals, and packaging intact where applicable. Missing items or packaging may result in a partial refund.

You may inspect and handle the items in the same way you would in a physical store (for example, opening the packaging to examine the product and testing basic functionality). However, any handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product may diminish its value and result in a deduction from your refund.

You must provide proof of purchase, such as your order number, receipt, or order confirmation email.

3.  How to Request a Return

Step 1: Contact Us

Before returning any item, please email us at info@fidmat24.com with your order number, the items you wish to return, and the reason for the return. We will provide return authorisation, the correct return address, and any necessary instructions. Returns sent without prior authorisation may be delayed or refused. This requirement does not affect your statutory cancellation rights.

Step 2: Package Your Return

Securely package the items with all original contents and include a copy of your order confirmation or packing slip. Clearly mark any return authorisation number on the outside of the package.

Step 3: Ship Your Return

Send the package to the address provided in your authorisation email. We strongly recommend using a tracked shipping method with proof of delivery, as we cannot accept responsibility for items lost in transit.

4.  Return Shipping Costs

We will cover the cost of return shipping (or provide a prepaid label) if the return is due to any of the following:

  • A defective product
  • Damage during shipping
  • An incorrect item sent due to our error
  • A product that does not match the description on our website
  • For change-of-mind returns (or returns not due to our error), you are responsible for the return shipping costs, unless you are exercising your statutory 14-day cancellation rights or other consumer protection laws require us to cover them. We recommend using a tracked shipping method.

5.  Damaged, Defective, or Incorrect Items

Please inspect your order promptly upon delivery. If you discover damaged, defective, or incorrect items, contact us as soon as reasonably possible (ideally within 48 hours) at info@fidmat24.com. Provide your order number, a description of the issue, and photographs where appropriate.

If the fault, damage, or error is confirmed, you may choose a replacement (subject to availability) at no extra cost or a full refund, including the original shipping costs. This is without prejudice to your rights under the Consumer Rights Act 2015.

6.  Non-Returnable Items

The following items are not eligible for return under our 30-day policy unless they are faulty, damaged, or not as described (in which case your statutory rights apply):

  • Personalised or custom-made items
  • Perishable goods
  • Hygiene or personal care products that have been opened or used (for health and safety reasons)
  • Hazardous materials
  • Digital products (including software, digital content, or licence keys that have been downloaded or activated)
  • Gift cards, vouchers, or store credit

Sale, clearance, or discounted items may be returned in accordance with this policy and your statutory rights.

7.  UK Customers — Statutory Rights

If your order is delivered to an address in the United Kingdom, you have additional statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

14-Day Cooling-Off Period

You have the legal right to cancel your purchase within 14 days of receiving the goods, without giving a reason (the “cooling-off period”). The period starts the day after delivery. To cancel, you must notify us within these 14 days (for example, by email to info@fidmat24.com). You then have a further 14 days to return the goods.

When Exercising This Statutory Right

  • We will refund the full price of the goods and the cost of standard delivery (we do not refund premium or express delivery costs unless the return is due to our error).
  • You are responsible for the cost of returning the goods, unless we have agreed otherwise.
  • Your refund may be reduced if the goods show signs of use beyond what a reasonable inspection would reveal.

You also have rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not of satisfactory quality. In the first 30 days, you are generally entitled to a full refund.

8.  EU Customers — Statutory Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This is your statutory right under the EU Consumer Rights Directive.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify us within 14 days of receiving your goods by contacting us at:

Email: info@fidmat24.com

Once you have notified us, you must return the goods within a further 14 days. Return shipping costs are at your expense unless the item is faulty or not as described.

Refunds Under EU Withdrawal

Refunds will be issued within 14 days of us receiving the returned goods, using the same payment method you used for the original purchase.

Exceptions

The right of withdrawal does not apply to:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery; or
  • Digital content once download or streaming has begun with your prior consent.


9.  Refund Process

Once we receive your returned item(s), we will inspect them to confirm they meet the eligibility requirements and notify you of the outcome (full or partial refund) by email, normally within 2–5 business days.

Approved refunds will be processed within 14 days of receipt of the returned items (or proof of return, whichever comes first), in accordance with consumer protection laws. Refunds will be issued to the original payment method.

Processing Timescales

  • Credit or debit cards: typically 5–10 business days
  • PayPal: typically 3–5 business days
  • Other methods: as per the provider
  • We cannot control your bank or payment provider’s processing times.

10.  Contact Information

For all return or refund enquiries, please contact us:

Fidmat24 Tech Market

82A James Carter Road

Mildenhall, Suffolk, IP28 7DE

United Kingdom

Email: info@fidmat24.com

Please include your order number in all correspondence to help us assist you quickly.