Refund policy

Last updated: 6 October 2026

This policy applies to all orders placed with Flux Trading Ltd through fluxtrading.co.uk. It sets out our 30-day returns promise and your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.

1. Your legal right to cancel (14 days)

You have the right to cancel most orders within 14 days, without giving a reason. The 14 days start on the day after you receive the goods (or the last item, if your order is delivered in separate parcels).

To cancel, tell us clearly by email to admin@fluxtrading.co.uk, or by phone or WhatsApp on +44 7450 315250, with your name and order number. You can use the model cancellation form below, but you do not have to.

You must send the goods back to us within 14 days of telling us you wish to cancel. Please take reasonable care of the goods until we receive them.

2. Our 30-day returns promise

In addition to your legal right, if you are not happy with an eligible item you can return it within 30 days of delivery for a refund.

To be eligible, items must be unopened, unused and in their original, resaleable packaging.

3. Items we cannot accept back

For hygiene, health and animal-welfare reasons, we cannot accept the return of the following once the seal or packaging has been opened or broken, unless the item is faulty or not as described:

  • pet food (wet and dry), treats and chews
  • supplements and medicines, including flea and tick treatments and other veterinary products
  • cat litter and other hygiene products

The right to cancel also does not apply to goods that are quickly perishable, or goods made to your specification. If you are unsure whether an item can be returned, contact us before sending it.

4. How to return an item

  1. Email admin@fluxtrading.co.uk or call/WhatsApp +44 7450 315250 with your order number and the items you want to return.
  2. We will reply with the returns address and instructions, normally within 2 working days.
  3. Pack the item securely in its original packaging and send it back using a tracked service. Please keep your proof of postage.

Please do not send items back before contacting us, as we may not be able to match them to your order.

5. Return costs

  • If you change your mind, you pay the cost of returning the goods.
  • If the item is faulty, damaged, not as described or the wrong item was sent, we will pay the return cost or arrange collection.

6. Refunds

  • We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is earlier.
  • Refunds are made to the original payment method. We do not refund to a different card or account.
  • If you cancel under your legal 14-day right, we refund the price of the goods and the original cost of Standard delivery. We cannot refund any extra cost of Express delivery.
  • If you return an order under our 30-day promise, we refund the price of the goods. Delivery charges are refunded only where the item was faulty, damaged, not as described or sent in error.
  • We may reduce a refund if the goods have lost value because you handled them more than was needed to check them.
  • After we issue a refund, your bank or card provider may take 5–10 working days to show it in your account.

7. Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged, not as described or incorrect, contact us as soon as possible, ideally within 7 days, with your order number and a photo.

Under the Consumer Rights Act 2015:

  • you can reject faulty goods for a full refund within 30 days of delivery;
  • after 30 days, and within 6 months, you are entitled to a repair or replacement, and if that is not possible or fails, a refund or price reduction;
  • we will refund the original delivery cost and the cost of returning the item.

8. Missing or late orders

If your order has not arrived within the delivery time shown in our Shipping Policy, contact us and we will trace it. If we cannot deliver your order within 30 days of the order date, you may cancel and receive a full refund.

9. Cancelling before dispatch

If your order has not yet been dispatched, contact us as soon as possible and we will cancel it and refund you in full.

10. Exchanges

We do not offer direct exchanges. To exchange an item, return it under this policy and place a new order for the item you want.

11. Disputes

If you are unhappy with how we have handled a return or refund, please see our Complaints Procedure. Please contact us before raising a dispute with your bank or card provider, so that we can resolve the problem quickly.

Model cancellation form

(Complete and send only if you wish to cancel the contract.)

To: Flux Trading Ltd, 6 Delapre Court, London Road, Northampton, NN4 8AT, admin@fluxtrading.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [item names]
Ordered on / received on: [date]
Order number: [number]
Name of consumer(s): [name]
Address of consumer(s): [address]
Date: [date]

Contact

Flux Trading Ltd (company number 17176395), registered office: 6 Delapre Court, London Road, Northampton, NN4 8AT, United Kingdom. Phone / WhatsApp: +44 7450 315250. Email: admin@fluxtrading.co.uk