Introduction
At FarmCSKirns, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines our procedures for returns, refunds, and exchanges. By purchasing products from FarmCSKirns, you agree to the terms of this policy.
We understand that occasionally you may need to return products. We have created this policy to ensure a fair and consistent approach to refunds while maintaining the high quality and integrity of our products and services.
Refund Eligibility
Conditions for Returns and Refunds
You may be eligible for a refund under the following conditions:
- Damaged or Defective Products: If you receive a product that is damaged or defective, you are eligible for a full refund or replacement.
- Incorrect Products: If you receive a product different from what you ordered, you are eligible for a full refund or the correct replacement.
- Unsatisfactory Products: If you are not satisfied with your purchase for reasonable cause, you may be eligible for a refund subject to the terms outlined below.
Return Window
To be eligible for a refund, you must notify us of your intention to return a product within:
- Standard Products: 30 days of receiving the product
- Custom or Made-to-Order Products: 14 days of receiving the product (additional restrictions apply, see below)
After these periods, we cannot guarantee a refund but will consider requests on a case-by-case basis.
Product Condition Requirements
For a return to be accepted, the product must be:
- In its original condition
- Unused and unassembled (unless defective)
- With all original packaging and accessories
- With proof of purchase
Products showing signs of use or installation may be subject to a reduced refund amount or may not be eligible for a refund.
Special Product Categories
Custom and Made-to-Order Products
Due to their specialized nature, custom and made-to-order products have different refund policies:
- Custom and made-to-order products can only be returned if they are defective or significantly different from the specifications agreed upon at the time of order.
- Design preferences, minor variations, or changes in customer requirements after ordering do not qualify for returns.
- Any refund for custom products will be subject to a restocking fee of up to 50% to cover the custom manufacturing costs.
Aquaponics Systems and Components
For aquaponics systems and components:
- Complete systems must be returned in their entirety unless otherwise agreed.
- Biological components (such as growing media with established bacterial colonies) cannot be returned once used.
- Electrical components must be unused and in their original packaging to be eligible for a full refund.
Digital Products and Services
For digital products, design services, and consultations:
- Digital downloads are generally non-refundable once downloaded.
- Design services and consultations that have already been delivered are non-refundable.
- Subscriptions may be canceled for future periods but are typically non-refundable for the current billing period.
Refund Process
How to Request a Refund
To initiate a return and request a refund, please follow these steps:
- Contact our customer service team at info@farmcskirns.com or call +442643574383 to notify us of your intention to return a product.
- Provide your order number, the reason for the return, and supporting evidence (such as photos of damaged products) if applicable.
- Our team will review your request and provide you with a Return Authorization Number (RAN) if your return is approved.
- Package the product securely with all original components and include the RAN prominently on the outside of the package.
- Ship the product to the address provided by our customer service team.
Please note that unauthorized returns without a RAN may be refused or subject to delayed processing.
Required Documentation
When returning a product, please include:
- Your Return Authorization Number
- Original receipt or proof of purchase
- A brief explanation of the reason for the return
- Your contact information and preferred method for refund
Shipping Costs for Returns
Return shipping policies:
- For defective, damaged, or incorrectly shipped items, FarmCSKirns will cover the return shipping costs. We will either arrange pickup or reimburse your reasonable shipping expenses.
- For returns due to customer preference or non-defective products, the customer is responsible for return shipping costs.
- For large or heavy items, please contact our customer service for specific return shipping arrangements.
Refund Processing
Processing Timeline
Once we receive your returned product, the refund process follows this timeline:
- Inspection Period: 1-3 business days to inspect the returned product and verify its condition
- Approval Process: 1-2 business days to process the refund approval
- Refund Issuance: 3-10 business days for the refund to appear on your original payment method (timing depends on your payment provider)
In total, from the time we receive your return until you see the refund in your account, the process typically takes 5-15 business days.
Refund Methods
Refunds will be issued using the same method used for the original purchase:
- Credit/debit card purchases will be refunded to the same card
- Bank transfer payments will be refunded via bank transfer to the original account
- PayPal payments will be refunded to your PayPal account
In certain circumstances, we may issue refunds through alternative methods, such as store credit or replacement products, if agreed upon by both parties.
Partial Refunds
In some cases, we may issue partial refunds:
- When a returned product shows signs of use or installation
- For returns of custom or made-to-order products (subject to restocking fees)
- When components of a system are missing or damaged
- For late returns (outside the standard return window but accepted as a courtesy)
The amount of the partial refund will be determined based on the condition of the product, the nature of the return, and other relevant factors.
Exchanges
If you wish to exchange a product rather than receive a refund:
- Follow the same initial process for requesting a return
- Specify that you want an exchange rather than a refund
- Clearly identify the replacement product you would like to receive
If the replacement product has a different price:
- If the replacement is more expensive, you will need to pay the difference
- If the replacement is less expensive, we will refund the difference using your original payment method
Exchanges are subject to product availability. If your desired replacement is unavailable, we may offer alternatives or process a standard refund.
Warranty Claims
This refund policy operates alongside our product warranties:
- For products still under warranty, please refer to the specific warranty terms for your product before requesting a refund
- Warranty repairs or replacements may be offered instead of refunds for products with manufacturing defects
- Warranty claims should be initiated through our warranty claim process, which may differ from the standard return process
For detailed warranty information, please refer to the warranty documentation provided with your product or contact our customer service team.
Exceptions and Special Situations
Non-Refundable Items
The following items are generally non-refundable:
- Downloadable digital products once accessed or downloaded
- Gift cards (except where required by law)
- Perishable goods such as live plants or biological materials
- Products with broken seals on software, audio recordings, or similar products
- Services that have already been performed
Force Majeure
In the event of circumstances beyond our reasonable control (such as natural disasters, pandemic restrictions, or significant supply chain disruptions), we may need to modify our refund processing times or procedures. We will communicate any such changes clearly and work to minimize any inconvenience.
Dispute Resolution
If you are dissatisfied with our decision regarding your refund request:
- Contact our customer service team to explain your concerns
- If the issue remains unresolved, you may escalate to our management team by emailing management@farmcskirns.com
- Include all relevant details, order numbers, and previous communication in your escalation request
We are committed to resolving disputes fairly and will review escalated cases within 5 business days.
Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date. Significant changes will be communicated through our website or via email to registered customers.
The refund policy in effect at the time of your purchase will apply to your transaction.
Contact Us
If you have any questions about our Refund Policy, please contact us at:
FarmCSKirns
Flat 79 Abigail Pine
West Kirstyberg
RH10 7RT
United Kingdom
Email: info@farmcskirns.com
Phone: +442643574383
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.
