For all returns, please email info@filamentive.com with your order number & reason for return. You should receive a response within two working days – at which point we will begin to process the return.

We want you to be fully satisfied when buying from us, however, in the most unlikely event you wish to make a return, please read our policy below.

Click & Collect – When collecting, you will be asked to check your goods at the trade counter and sign-off on them, meaning you accept that the goods are correct and in acceptable condition at the time of collection. Once signed-off, you are responsible for any damage/loss that occurs to the goods once they are in your care. You will also be responsible for any fees involved with returning unwanted goods, unless your product(s) has any internal/performance defects that weren’t noticeable at the time of collection – See the sections below for more details.

Change of mind returns – We accept returns within 90 days of receiving your order. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original, uncompromised packaging.

Refunds / Exchanges  – Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Defective products – In the unlikely event that you have received a defective product, the same returns process will apply. We will inspect the returned product(s) and check for the claimed defects. Should these also be confirmed by us, we will issue a full refund via your original payment method.

Shipping costs – When returning goods, it will be your responsibility to cover the cost of postage and packaging (unless the product(s) enclosed are incorrect or confirmed to be defective in any way). Tracked services are recommended; as we are not liable for damage and/or loss of the order whilst in transit; no refund will be given if returned goods are not received in the specified time frame

Any questions? Please email info@filamentive.com or call: +44 (0) 333 366 0020.