In order to return anything at all to our workshop in Devon, you MUST fill in a Returns Form as best you can, please ring us if you need help filling it in. Once the return is digitally submitted and we have received the returns form, we will assess the return and approve it to come back to the workshop. We will email you with a returns ID number that you MUST clearly write on the outside of the package to ensure we know what product is being returned to us and match it with correspondence when the package arrives.
Unless you have a returns ID sent from us, DO NOT send the product back. Anything sent back to us without a clear returns ID number will be either rejected or sent back to you immediately. Any days used in the return without the ID number will count against you in your 7 day return policy. This package will be put aside if there is a reason we can not return the package.
DO NOT send the items back if they are covered in mud. If they are, we will send the goods straight back and do nothing with the goods.
If you wish to return any of your goods to us, you MUST use the Fortis® Returns Form. Please complete the form and submit it before sending the products back to us.
About your returned goods
Your return must be made within 7 days of receiving your goods. We do not request you return the goods in that timescale but we ask that we have a notification via the returns form of the items coming back. Please note that we will not accept used, worn, or damaged goods. The only exception to this is if the items are at fault of manufacture.
Please include all original packaging but you may keep the catalogue and leaflets.
Refunds can take up to 28 days. If items are not in stock on exchange we will endeavour to make the exchange as fast as possible but it can take between 4 -6 weeks depending on the item, as some products can take longer. Any item’s sent back without the returns form filled out cannot be refunded or exchanged.
You will be given a returns product code, please clearly write this on the outside of the packaging using permanent marker.
Postage refunds can only be given for faulty items, standard exchanges are made at the buyers cost and you may be charged extra carriage for international orders.
Our returns guarantee means that if for any reason you are unhappy with your purchase and you have ordered your item over the phone or on the internet, you can return it to us in its original condition within 7 working days from the date you have received the item, and we will issue you a full refund. Please note, refunds can take up to 28 days. However we are unable to offer any refund or credit note for:
- Used items
- Damaged items
- Bespoke items
- Personalised items
- If items are still in manufacture under our 12 week extreme lead time T&C (Found on Fair and event receipts)
All of our garments come with a 1 Year Guarantee!
For items over £50 in value, we strongly recommend using royal mail recorded delivery, as we can not be responsible for items you return to us, that do not arrive. Please note, that we do not cover the cost of posting items back to us, unless we have agreed to do so. For customers outside the UK our returns policy is the same, but please note that it is your responsibility to cover postage costs incurred in sending out your replacement items.
FAIRS AND EVENTS
We offer sizing exchanges for sizing issues but we do not offer refunds from any show order. Your Order form will explain this at the time of purchase and it will be signed to show understanding of the purchase being made.
If you want to exchange an item, for example for a different size, you will need to follow our returns procedure, sending the incorrect item back to us. When we receive the returned item, we will dispatch the new item to you. Items you return to us for exchange must be in their original condition.
What do we mean by Original Condition? To return an item or items to us, under our returns policy, the items must be as new, in the condition they were sent to you in. Items must have: Their original labels and tags and in the packaging supplied by the manufacturer. This is especially important for shoe and boot boxes, which must be unmarked.
Items must not:
- Have been worn outdoors.
- Be dirty, soiled or wet
- Be marked, damaged or scratched
- Returning damaged, defective or incorrect items
We strive to offer the best service. However, if regrettably, you receive an item that is damaged by us, or defective due to manufacturing, you can return it to us for a full refund (if the item is in its original condition), repair or replacement. In the event that you require a replacement or full refund for a damaged, defective or wrong item, please first return the item to us in its original condition to us and on receipt of your item we will dispatch a replacement or refund you. Refunds can take up to 28 days. This returns policy does not affect your statutory rights.
Please remember that all of our garments come with a 1 Year Guarantee!