1. Overview
Foldanddrain aims to handle return and refund requests clearly and consistently. This Policy explains how to request a return, report a damaged item, or seek assistance with a delayed or missing order.
2. Order Processing and Delivery
Orders are normally processed within 1–3 business days after order confirmation and payment authorisation, where applicable.
We work with delivery services that may include DHL Priority, FedEx Priority and UPS Priority. Estimated transit time is 3–7 business days after dispatch.
Tracking emails are sent to the email address provided at checkout at relevant stages, including dispatch, arrival at a carrier facility and local delivery, subject to available carrier updates.
If an order exceeds the estimated transit period, please email supplier@foldanddrain.com with your order reference. We will investigate the shipment with the carrier and review the circumstances. Depending on the findings and applicable law, a replacement or full refund may be arranged. Statutory cancellation and refund rights remain unaffected.
3. Right of Withdrawal for EU Customers
For eligible online purchases covered by EU consumer law, consumers generally have the right to withdraw from a purchase within 14 days of receiving the goods, without providing a reason.
For orders delivered in multiple parcels, the withdrawal period generally begins when the consumer receives the last good or parcel, as applicable under the law.
To exercise this right, email supplier@foldanddrain.com within the applicable withdrawal period. Include your order number and a clear statement that you wish to withdraw from the purchase.
Please return the goods without undue delay and within the applicable statutory return period after notifying us of your decision.
Unless otherwise agreed or required by law, the customer is responsible for the direct cost of returning goods where this was disclosed before purchase.
We will reimburse eligible payments in accordance with applicable law, including the cost of the least expensive standard delivery option where required. We may withhold reimbursement until the goods have been returned or evidence of their return has been provided, whichever occurs first, unless applicable law requires otherwise.
Where permitted by law, the customer may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
4. Returns for US Customers
Return requests from customers in the United States will be handled in accordance with the return terms presented at purchase and applicable federal and state law.
Please email supplier@foldanddrain.com with your order reference and the reason for your request. We will provide the relevant return instructions.
Nothing in this Policy excludes any rights that cannot lawfully be waived.
5. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or different from the item ordered, please contact supplier@foldanddrain.com after receipt.
Include the following information:
- Your order number.
- A brief description of the issue.
- Clear photographs showing the item and the reported damage or discrepancy.
We will review the information and determine an appropriate resolution based on the circumstances and applicable law. Where appropriate, we may offer a refund or replacement without requiring the damaged item to be returned.
Photographs help us assess the request, but they do not remove any statutory rights or remedies available under applicable law.
6. Return Address
Please contact us by email before sending a return so that we can provide the relevant instructions.
Return Address: [XXX]
Please include your order reference with the returned goods where practicable. Sending goods to an address that has not been confirmed for returns may delay processing.
7. Refunds and Payment Methods
We accept the following payment methods where available at checkout:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Supported electronic wallets
Approved refunds will generally be issued to the original payment method, subject to the payment method’s processing arrangements and applicable law.
The time taken for a refund to appear in your account may depend on your payment provider or financial institution. Refunds will be processed within the timeframe required by applicable law.
8. Order Cancellations
If you wish to cancel an order, email supplier@foldanddrain.com as soon as possible and include your order number.
If the order has not been dispatched, we will review whether cancellation can be processed before dispatch. If it has already been dispatched, the applicable return procedure may apply.
This section does not restrict any statutory cancellation or withdrawal rights.
9. Contact Information
For return, refund or order-related enquiries, please contact:
Brand: Foldanddrain
Email: supplier@foldanddrain.com
Telephone: [XXX]
Registered Business Name: [Company Name]
Business Address: [XXX]
Warehouse Address: [XXX]
If you contact us outside our customer service hours, please leave a message by email. We aim to respond within 24 hours of receiving your enquiry.
10. Policy Updates
We may update this Policy to reflect changes in our procedures or applicable legal requirements. The version applicable to a purchase will be interpreted consistently with any mandatory rights under the law.