Returns

FIZZYWHIZ RETURNS POLICY

Last Updated: 1 November 2025

At Fizzywhiz we aim to provide high-quality products and services. By placing an order you agree to the following terms.

1. CONSUMER RETURNS

Returns are accepted within 30 days of delivery if items are unused, unopened, in original packaging and resaleable. Proof of purchase is required. Items returned in a used, opened, damaged or unsaleable condition will not be refunded or exchanged. Fizzywhiz reserves the right to refuse returns that do not meet these conditions or are returned outside of the stated timeframe.
Approved returns must be received by Fizzywhiz within 14 days of authorisation unless otherwise agreed in writing. Returns arriving after this period may be rejected or refunded at the current selling price if lower.
Kits, sets and bundles must be returned in full, with all included components and packaging intact. Partial returns of bundle contents are not accepted or eligible for partial refunds.
Customers are responsible for reading full product descriptions, usage information and inclusions before purchasing. Refunds will not be issued where a product has been correctly described on our website but was misunderstood or incorrectly assumed to include additional items or features.

2. NON-RETURNABLE ITEMS

For health, hygiene and safety reasons the following cannot be returned once opened or used: fragrance oils, cosmetic bases (e.g. soap bases, creams, lotions), bath & body products, colourants, micas, glitters, dyes, powders, and any digital products (assessments, templates, downloads, online training). Digital products are non-refundable under all circumstances, regardless of whether they have been downloaded or accessed.
If unopened and in original condition, physical items listed above may be returned. Custom-made, seasonal or personalised items cannot be cancelled or returned once production has begun.
Sample-sized and test items are supplied for evaluation purposes only and are non-returnable and non-refundable.
If a product or bundle includes a free assessment, the entire order is non-refundable. Assessments are instant digital documents and cannot be cancelled, revoked, or returned once purchased or accessed.

3. RETURNS PROCESS

Authorisation must be obtained before sending any item back by contacting info@fizzywhiz.com. Returns without prior approval will be refused. Photographs of the product and packaging may be required before authorisation. Items must be securely packaged with all labels, seals and accessories intact.
All returns must be securely packed to prevent leakage or breakage during transit. Liquids must be sealed inside a waterproof bag and powders double-bagged. Returns received with residue, contamination, or packaging damage will not be eligible for refund or exchange. Fizzywhiz reserves the right to photograph returned items on arrival as part of the inspection record.
Returned items showing signs of use, contamination, altered appearance, odour changes, or removed seals will not be eligible for refund or exchange. Fizzywhiz reserves the right to refuse returns if the product condition differs from when originally supplied.
Returns that present cross-contamination risk (e.g. leakage, residue or strong odour transfer) may be refused and safely disposed of for health and hygiene reasons, without refund.
Return approvals are valid for 14 days from the date issued. Returns received after this period may be refused or refunded at the current selling price if lower.
Return address will be provided once authorised. Do not send goods to our warehouse without approval. Customers are responsible for return shipping unless the item is faulty or incorrect. Tracked or insured postage is strongly advised as Fizzywhiz accepts no liability for returns lost, delayed or damaged in transit.

4. REFUNDS & EXCHANGES

All returns are inspected on arrival. Fizzywhiz reserves the right to test or conduct third-party analysis of returned items before confirming any faults. Refunds are only processed once returned goods are physically received and inspected by our team. Posting proof alone does not qualify for an immediate refund.
Approved refunds are issued only to the original payment method within 7–10 business days of inspection approval.
Delivery charges are non-refundable unless due to our error or confirmed fault. Exchanges for incorrect or faulty items caused by Fizzywhiz will be shipped free of charge. Refunds or exchanges will not be issued until goods are physically returned and confirmed to meet return conditions.
Once a replacement has been issued, the refund option for that item will no longer apply. Customers must choose either a refund or replacement at the time of resolution, not both.
Where misuse, tampering, incorrect storage, or signs of repackaging are identified, refunds will be refused.

5. DAMAGED OR FAULTY ITEMS

Customers must inspect parcels on delivery and report visible courier damage immediately. Any damage should be noted with the courier at the time of delivery and supported by photos of the unopened parcel.
Damaged or faulty items must be reported within 48 hours of delivery with clear photographs of the item and packaging. All claims of damage, leakage, contamination or incorrect items must be supported by clear photographic or video evidence showing both the product and its packaging within 48 hours of delivery. Claims without supporting evidence cannot be processed.
Natural variations in colour, viscosity, or scent strength can occur between batches due to raw material differences and do not constitute a product fault. Refunds or replacements will not be issued for subjective differences in fragrance strength, colour tone, or texture.
Some ingredients may soften or solidify in extreme weather conditions. Minor changes in consistency or appearance due to temperature during transit do not indicate a fault and are not grounds for refund or replacement.
The faulty or damaged product must be returned to Fizzywhiz for inspection before a replacement or refund is issued. Once confirmed faulty, we will cover the cost of return shipping and provide either a replacement or a full refund including standard delivery charges.
Claims made outside the 48-hour window may be rejected. Fizzywhiz reserves the right to refuse claims if returned items are found to be in working condition, misused, stored incorrectly, or damaged after delivery.

6. RETURN POSTAGE WHEN WE ARE AT FAULT (STANDARD SERVICE ONLY)

Where Fizzywhiz has made an error and we have agreed to cover the cost of return shipping: Customers are responsible for arranging the return and paying the postage upfront. Fizzywhiz will reimburse the cost of a standard return service only, based on the parcel’s actual weight and dimensions.
“Standard” means a typical economy courier service or Royal Mail First Class Parcel (Small or Large Parcel as applicable). If you choose an upgraded or premium service (e.g. express, next-day, timed, Saturday delivery, or enhanced insurance), reimbursement will be capped at the standard rate only.
Proof of return with a valid tracking number must be provided before any reimbursement or replacement is issued. A valid receipt showing the service used, price paid, parcel weight and dimensions must be provided for reimbursement. Additional insurance, upgrades, or packaging costs are non-refundable unless pre-approved in writing. Reimbursement will be based strictly on the reasonable parcel size and weight for the item(s) returned. Over-sized packaging or unnecessary additional weight will not be included when calculating the reimbursable amount.

7. BUSINESS-TO-BUSINESS (B2B) RETURNS

For wholesale and business customers, returns are accepted only if items are faulty, damaged on arrival or supplied in error. Change-of-mind returns are not permitted for B2B transactions.
Faults or damages must be reported within 48 hours of delivery with supporting photographs. Authorised B2B returns must be received within 14 days of approval. Faulty or incorrect items must be returned before a refund or replacement is issued.
Digital products are strictly non-refundable under all circumstances. Refunds will only be processed once items are received, inspected and confirmed as faulty or incorrect. Fizzywhiz reserves the right to reject claims where misuse, repackaging or improper storage is identified.

8. DELIVERY, FAILED DELIVERY & PROOF OF DELIVERY

Once tracking or signature confirmation shows an order has been delivered to the address provided, the order will be considered fulfilled. Claims of non-receipt after confirmed delivery will not be refunded.
Orders returned to us due to incorrect or incomplete address information provided by the customer will incur a redelivery charge. If a refund is requested instead of redelivery, the original shipping cost will not be refunded and a handling fee may apply.
Customers are responsible for ensuring safe delivery points. International customers are responsible for all customs, duties, and return shipping costs. For international orders, Fizzywhiz is not responsible for customs delays, import duties, or items returned due to unpaid charges. Any goods returned to us for these reasons will be refunded minus all shipping and handling fees once safely received.

9. RESTOCKING & UNAUTHORISED RETURNS

Fizzywhiz may apply up to a 10% restocking fee for bulk, non-faulty or unauthorised returns. Refunds will not be issued for items returned without prior approval, items outside the approved timeframe, or returns missing required information (order number, contact details or authorisation reference). These items may be disposed of if unclaimed within 30 days. Returns received without prior authorisation will not be accepted and may be returned to the customer at their expense.

10. DELIVERY CHARGES, PARTIAL RETURNS & PROMOTIONS

Original delivery charges are non-refundable except where the return is due to an error by Fizzywhiz or a confirmed faulty product. Refunds for partial returns will only cover the value of the returned items, not the original delivery charge. Delivery charges are only refunded if the full order is returned due to a confirmed fault or error by Fizzywhiz. If a customer chooses an upgraded shipping service (e.g. express, timed, weekend), this additional cost will not be refunded unless the service was not provided. Where Fizzywhiz is at fault and has agreed to reimburse return postage, reimbursement is limited to the standard rate only (see Section 6). Refunds for items purchased under a promotional offer or multi-buy deal will be adjusted to reflect the actual amount paid. Free gifts or promotional items must also be returned if the qualifying order value falls below the required threshold after a refund. Prices and promotions are subject to change without notice. Refunds or adjustments cannot be issued for price changes, special offers or promotions applied after an order has been placed. All prices are listed in GBP and include UK VAT where applicable. International buyers are responsible for any import taxes, customs duties or currency conversion fees applied by their payment provider.

11. DIGITAL PRODUCTS AND ASSESSMENTS

All digital purchases are final and non-refundable. This includes assessments, addendums, templates, downloads and online training. Customers are responsible for ensuring they have the correct details before ordering.
All digital products, including assessments, templates and downloads, are licensed for single use by the purchasing customer only. Sharing, reselling, redistributing or modifying these materials for resale is strictly prohibited and constitutes a breach of intellectual property rights.
Assessments, addendums, and templates are non-transferable and remain licensed solely to the original purchaser. They cannot be reassigned, sold, or transferred to another business or individual without written consent from Fizzywhiz.
Fizzywhiz reserves the right to revoke or suspend access to digital content, memberships or portals where misuse, account sharing, copyright infringement, or chargeback activity is identified. No refund will be issued in such cases.
Any attempt to dispute or charge back digital items will be strongly defended with evidence and may result in refusal of future orders.

12. MISUSE OF CONTACT CHANNELS & COMMUNICATION STANDARDS

Fizzywhiz is a small family-run business. We aim to reply to all queries within a reasonable timeframe, typically 1–3 working days. Aggressive, abusive or repeated messaging across multiple channels will not accelerate response times and may lead to communication being paused. Aggressive or excessive communication, including harassment through multiple channels regarding a single return or refund, may result in suspension of communication and future order refusal until the matter is resolved formally in writing.

13. ABUSE OF RETURNS POLICY

Fizzywhiz reserves the right to refuse service, block future orders or close customer accounts where abuse of our returns process is identified, including repeated returns, false claims of faults, or attempts to misuse the policy. Customers who initiate chargebacks for valid transactions or misuse payment disputes will have their accounts permanently restricted and any active digital access removed. Fizzywhiz reserves the right to refuse future orders from customers who breach assessment licensing terms, misuse documents, or fail to comply with product safety regulations. Fraudulent claims or chargebacks will be legally challenged and defended with supporting evidence.

14. LEGAL RIGHTS, PRODUCT USE & LIABILITY

This policy does not affect statutory consumer rights under UK consumer law. For business customers, statutory consumer rights do not apply and transactions are treated under business-to-business law. Fizzywhiz supplies raw materials, packaging, and documentation for use by competent makers. We accept no liability for end products manufactured, mixed, or sold by customers using our supplies or documentation. It is the customer’s responsibility to ensure products are safe, correctly labelled, and compliant before sale. Fizzywhiz products are tested for safety and performance only when used as directed and in combination with Fizzywhiz ingredients and documentation. We cannot guarantee results or safety when mixed with products or materials from other suppliers. Fizzywhiz accepts no responsibility for results arising from incorrect usage, mixing, or formulation of ingredients supplied. Always follow product instructions, safety data and professional guidance before use. Fizzywhiz’s liability is limited to the cost of the products purchased. We are not responsible for any indirect, incidental, or consequential loss or damage arising from use of our products, documents or materials.

15. GOVERNING LAW, JURISDICTION & FORCE MAJEURE

This Returns Policy and any disputes arising from it are governed by and construed in accordance with the laws of England and Wales. By purchasing from Fizzywhiz, you agree that any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. Fizzywhiz is not liable for delays, losses or failures in delivery or return processing caused by events beyond our control, including courier disruption, strikes, weather, customs delays, or system outages. Fizzywhiz reserves the right to retain photographic, tracking, and correspondence evidence relating to all return or refund claims for audit and dispute-resolution purposes. By submitting photographic or video evidence as part of a return or fault claim, the customer grants Fizzywhiz permission to store and use that material solely for verification, quality control or legal defence purposes.

16. POLICY UPDATES

Fizzywhiz reserves the right to amend or update this Returns and Refund Policy at any time without prior notice. The latest version will always be available on our website and will apply to all current and future orders. Continued use of the Fizzywhiz website or placement of new orders after any policy update constitutes acceptance of the revised terms.

17. LANGUAGE AND INTERPRETATION

In the event of any translation discrepancies, the English version of this policy shall prevail.

18. DATA PROTECTION & VERIFICATION

For security and data protection, Fizzywhiz may request verification details before processing a refund or return. All data is handled in accordance with UK GDPR and our Privacy Policy.

19. POLICY ACCEPTANCE

By completing a purchase on our website, you confirm you have read, understood, and agreed to the Fizzywhiz Returns and Refund Policy in full.

20. CONTACT INFORMATION

All return queries must be directed to info@fizzywhiz.com. Authorised returns should be sent to:
Fizzywhiz, Unit 23 Maritime Enterprise Park, Atlas Road, Bootle, Liverpool, L20 4DY.

Last Updated: 1 November 2025