Returns & Refund Policy

Last Updated: 11 July 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

The fastest way to request a return or cancellation is through your account. Log in at fidmat24techmarket.com/account, select the order and items concerned, and follow the on-screen steps to submit your request. You'll receive an automatic confirmation email once it's submitted.

If you're unable to use your account, you can request a return by email instead:

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 Postage

Unless an item is faulty, damaged, incorrect, or otherwise not as described, customers are responsible for arranging and paying for return postage. This cost is communicated clearly before purchase, in this policy and at checkout.

EU rules: customers are only responsible for return postage where this was disclosed before purchase. Because we disclose it here and at checkout, EU customers exercising the right of withdrawal remain responsible for return postage costs, except where the item is faulty, damaged, incorrect, or not as described — in which case we cover the cost in full.

Where a return is required due to a defective product, damage during shipping, an incorrect item sent due to our error, or a product that does not match the description on our website, we will cover the cost of return shipping, or provide a prepaid label, in full.

We strongly recommend using a tracked shipping method for all returns. We cannot accept responsibility for items lost in return transit where no proof of postage exists.

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.

You have the legal right to cancel your purchase within 14 days of receiving the goods, without giving a reason, known as 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 — EU Right of Withdrawal

Customers purchasing from an EU country have the right to withdraw from an eligible online purchase without giving a reason. A withdrawal request may be submitted before the order is dispatched and for at least 14 days after the final item in the order has been delivered. Fidmat24 Tech Market additionally offers a 30-day return period, subject to the conditions stated in this policy.

Return Postage — EU Withdrawals

Unless an item is faulty, damaged, incorrect, or otherwise not as described, customers are responsible for arranging and paying for return postage. This cost is communicated before purchase, as set out in Section 4 of this policy.

EU rules normally allow the customer to pay return postage only when this responsibility was disclosed before purchase. If it was not disclosed, the seller may become responsible for the cost. We disclose this responsibility clearly here and at checkout.

Refund Timing — EU Withdrawals

Refunds relating to an EU withdrawal request will be processed without undue delay and no later than 14 days after we are informed of the withdrawal. We may wait until the returned goods have been received, or until evidence of return has been provided, before issuing the refund.

For eligible withdrawals, we will refund you within 14 days of notification, although the refund may be withheld until the goods or proof of return are received. Original standard delivery charges will also be reimbursed where such charges were paid.

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
• 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. For EU withdrawal requests specifically, refer to Section 8 for the applicable refund timing and delivery charge reimbursement rules.

Processing timescales once a refund has been issued:

• 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. Partial Refunds

We may apply a deduction to a refund where:

• Items are returned in a condition consistent with misuse or damage by the customer
• Original accessories, components, or packaging are missing
• The product has clearly been used beyond what is necessary for reasonable inspection

Any deduction from a refund will be clearly communicated to you in writing before it is applied, together with the reason for the reduction.

11. Customs & Refused International Shipments

If an international order is refused at customs, returned to us, or cannot be delivered due to unpaid import duties or local import restrictions:

• Original outbound shipping costs are non-refundable
• Return shipping fees or customs penalties charged to us may be deducted from the refund where permitted by applicable law
• If the parcel is destroyed by customs authorities, no refund may be available

By placing an international order, you confirm that you have verified the goods can be legally imported into your country and accept responsibility for all applicable customs charges.

12. Contact Us

For all returns, refund, or order-related enquiries, please contact us using the details below. Include your order number in all correspondence.

Fidmat24 Tech Market 82A James Carter Road, Mildenhall, Suffolk, IP28 7DE United Kingdom

Email: info@fidmat24.com

Phone: +44 330 133 2315

Website: https://www.fidmat24techmarket.com

13. Policy Updates

We may update this Returns & Refund Policy periodically to reflect changes in our operations, legal obligations, or service standards. The current version will always be published on our website with the effective date shown above. Your statutory rights are not affected by any such update.