Refund & Return Policy

Last Updated: August 20, 2026

At Fixify, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, we will do our best to provide a fair and straightforward return and refund process, subject to the conditions set out below and to your mandatory consumer rights under applicable law.

1. Right to Cancel Your Order

You may request cancellation of your order at any time before the order has been fulfilled or shipped.

If your order has not yet been shipped, we will make reasonable efforts to cancel it and issue a refund to your original payment method.

Once an order has been shipped, it may no longer be possible to cancel it before delivery. In that case, you may exercise your applicable return or withdrawal rights after receiving the order.

2. Returns

Unless a different legal period applies, you may request a return within 30 days of receiving your order.

To be eligible for a voluntary return under this policy, the product should:

• Be unused and in its original condition;

• Be returned with its original packaging where reasonably possible;

• Include all accessories, manuals and components supplied with the product;

• Not have been damaged, altered or misused after delivery.

Certain products may be excluded from voluntary returns where permitted by applicable law, including products that are personalised, sealed products that are not suitable for return for health or hygiene reasons once unsealed, or products that are otherwise legally excluded from a right of withdrawal.

These exclusions do not affect any mandatory statutory rights you may have in relation to defective, faulty, unsafe or incorrectly supplied products.

3. European Union and European Economic Area Customers

If you are a consumer located in the European Union or another jurisdiction where a statutory right of withdrawal applies, you generally have the right to withdraw from your purchase within 14 days after receiving the goods, without having to provide a reason.

For an order consisting of several goods delivered separately, the withdrawal period generally begins when you receive the last good.

To exercise your right of withdrawal, you must clearly inform Fixify of your decision to withdraw before the applicable withdrawal period expires.

You may contact Fixify through the contact information made available on our website.

You may also communicate your withdrawal request by providing a clear statement identifying your order and stating that you wish to withdraw from the purchase.

After communicating your withdrawal, you must return the goods without undue delay and, where applicable, within the period required by law.

The statutory right of withdrawal does not affect your legal rights relating to defective, faulty, damaged or incorrectly supplied products.

4. Condition of Returned Products

When exercising a statutory right of withdrawal, you may handle and inspect the goods only to the extent necessary to establish their nature, characteristics and functioning.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods, to the extent permitted by applicable law.

For voluntary returns outside the statutory withdrawal period, products must comply with the return conditions described in this policy.

5. Faulty, Damaged or Incorrect Products

If you receive a product that is defective, damaged during delivery, materially different from what you ordered, or otherwise does not conform to the sales contract, please contact Fixify as soon as reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to:

• Repair;

• Replacement;

• A price reduction;

• A refund;

• Or another remedy required by applicable consumer protection law.

We may request photographs, videos or other reasonable information to help us assess the issue.

You will not be required to pay return costs for products that are defective, incorrectly supplied or otherwise covered by a statutory remedy requiring us to bear those costs.

Nothing in this policy limits or excludes mandatory consumer rights.

6. Return Shipping Costs

For voluntary returns that are not the result of a defective, damaged or incorrectly supplied product, the customer is generally responsible for the cost of returning the product, unless Fixify expressly agrees otherwise.

For products that are defective, damaged, incorrectly supplied, or otherwise subject to a statutory remedy requiring Fixify to bear the return costs, Fixify will cover the applicable return shipping costs in accordance with applicable law.

We recommend using a tracked shipping service when returning an item. Fixify cannot be responsible for a return shipment that is lost or damaged in transit where the customer has chosen and arranged the return shipment.

7. How to Request a Return

Before sending a product back, please contact Fixify through the contact information available on our website.

Your return request should include:

• Your order number;

• The name of the product;

• The reason for the return, where applicable;

• Photographs or other evidence if the product is damaged or defective.

Do not send products to an address obtained from a third party or from a payment provider.

Fixify will provide the appropriate return instructions and, where necessary, the applicable return address.

8. Refunds

Once your return has been received and reviewed, we will notify you whether the refund has been approved.

If approved, the refund will normally be issued to the same payment method used for the original purchase, unless otherwise required or permitted by law.

Refunds may be issued for the purchase price of the returned product and, where required by applicable law, the applicable original delivery charges.

For consumers exercising a statutory right of withdrawal in the European Union, Fixify will reimburse the payments received as required by applicable law.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

9. Refund Processing Time

After Fixify approves a refund, the time required for the funds to appear in your account may depend on your payment provider, bank or card issuer.

Payment providers may require several business days to process and display a refund.

For payments processed through Stripe or another payment service provider, the processing time after Fixify initiates the refund is outside Fixify's direct control.

If you have not received an expected refund after a reasonable processing period, please contact Fixify so that we can investigate the status of the refund.

10. Partial Refunds

Where permitted by applicable law, a partial refund may be offered when:

• Only part of an order is returned;

• A product has been used or handled beyond what is permitted for a statutory withdrawal;

• A product has suffered a loss in value attributable to the customer's handling;

• Or another circumstance justifying a partial refund exists under applicable law.

No deduction will be made where prohibited by mandatory consumer protection legislation.

11. Non-Returnable Products

Where permitted by law, certain products may not be eligible for voluntary returns, including:

• Personalised or customised products;

• Sealed products that cannot be returned for health or hygiene reasons once the seal has been broken;

• Products that are inherently non-returnable under applicable law;

• Digital products or services where performance has begun with the customer's legally valid consent and acknowledgement of the resulting loss of the right of withdrawal;

• Products specifically identified as final sale where applicable law permits such exclusion.

These exclusions do not remove statutory rights concerning defective, faulty, unsafe or incorrectly supplied products.

12. Exchanges

Fixify may offer an exchange at its discretion where appropriate.

However, where a statutory remedy applies, your legal rights take priority. Depending on the circumstances, applicable law may require a repair, replacement, price reduction or refund.

If you wish to exchange an item, please contact Fixify before returning it.

13. Sale and Promotional Items

Unless otherwise required by law, products purchased during promotional periods remain subject to the same return and refund conditions applicable to the relevant product.

A discount or promotional price does not remove any statutory consumer rights.

14. Refused or Unclaimed Deliveries

If an order is refused or remains unclaimed without a valid reason attributable to Fixify, any refund will be handled in accordance with applicable law and this policy.

Where permitted by law, Fixify may deduct reasonable costs directly resulting from the refusal, return or abandonment of the shipment.

This section does not limit any statutory cancellation or withdrawal rights.

15. Fraudulent or Abusive Return Activity

Fixify reserves the right to investigate suspected fraudulent, abusive or dishonest return activity.

This may include repeated returns involving products that have been used or damaged, false claims concerning non-delivery or defects, or other conduct intended to obtain an improper refund.

Any action taken under this section will remain subject to applicable consumer protection laws and will not affect legitimate statutory rights.

16. Chargebacks and Payment Disputes

If you have a problem with an order, we encourage you to contact Fixify first so that we can attempt to resolve the matter directly.

Customers retain any dispute or chargeback rights provided by their card issuer, bank, payment provider or applicable law.

Submitting a payment dispute does not remove any legal rights you may have as a consumer.

17. Statutory Consumer Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict or limit any consumer right that cannot legally be excluded, restricted or limited.

Where the law of your country or region provides stronger consumer protection than the terms of this policy, the applicable mandatory law will prevail.

In particular, consumers may have statutory rights relating to withdrawal, conformity of goods, defective products, guarantees, refunds, repairs, replacements and price reductions.

18. Policy Changes

Fixify may update this Refund & Return Policy from time to time to reflect changes in our practices, services, products or applicable legal requirements.

The version published on our website at the time of your purchase will generally apply to that purchase, subject to any mandatory legal requirements that apply.

19. Contact Us

If you have any questions regarding a return, refund, cancellation or defective product, please contact Fixify through the customer support contact information published on our website.

When contacting us about an order, please include your order number so that we can assist you efficiently.

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Fixify

We are committed to handling returns and refunds fairly, transparently and in accordance with applicable consumer protection laws.