Refund policy

REFUND & RETURNS POLICY

Last updated: 28 September 2026

FIELSEN displays both products offered directly through FIELSEN and products offered by independent third-party retailers through affiliate links.

The return, withdrawal and refund arrangements that apply depend on where the purchase was completed.

Nothing in this policy limits mandatory consumer rights applicable to products sold directly through FIELSEN.

1. AMAZON AND OTHER AFFILIATE PRODUCTS

Some products displayed on FIELSEN.com link to Amazon or another independent third-party retailer.

Where you leave FIELSEN.com and complete the purchase with Amazon or another retailer, that retailer — not FIELSEN — is the seller for that transaction.

The retailer's own terms concerning cancellation, withdrawal, returns, exchanges, refunds, faulty products and warranties apply to that purchase.

Return and refund requests for those purchases should therefore be made directly to the retailer from which the product was purchased.

FIELSEN may receive a commission from qualifying purchases made through affiliate links. This does not make FIELSEN the seller and does not transfer the retailer's contractual obligations to FIELSEN.

2. PRODUCTS SOLD DIRECTLY THROUGH FIELSEN

The remainder of this policy applies where a purchase is completed directly through FIELSEN.

This may include FIELSEN-branded merchandise, OIMP merchandise, gifts and other physical products specifically offered for direct purchase through FIELSEN.

3. RIGHT OF WITHDRAWAL

Where Luxembourg and European Union distance-selling rules apply, consumers generally have the right to withdraw from an eligible distance purchase within 14 calendar days without having to provide a reason.

For goods, the withdrawal period normally begins when the consumer, or a third party designated by the consumer other than the carrier, receives the goods.

Different rules may apply to multiple goods, split deliveries and particular types of products or services.

Certain statutory exceptions to the right of withdrawal may apply.

4. STARTING A RETURN OR WITHDRAWAL

For a product purchased directly through FIELSEN, use Contact FIELSEN and select Customer Support.

Include your order reference, the product concerned and whether you are requesting a return, withdrawal, exchange, refund or assistance with a faulty product.

Where a physical return is required, appropriate return instructions will be provided.

Do not send products to an address obtained from an old webpage, previous correspondence, product packaging or another source without receiving current return instructions.

5. CONDITION OF RETURNED PRODUCTS

A consumer may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.

Where permitted by applicable law, the consumer may be responsible for diminished value resulting from handling beyond what is reasonably necessary for that purpose.

Where reasonably possible, products should be returned with their components, accessories and packaging.

6. EXCEPTIONS

The statutory right of withdrawal may not apply to certain goods, digital content or services where an exception provided by applicable law applies.

Examples can include personalised goods, certain sealed products after opening, rapidly perishable goods and certain digital content or services after performance or supply has begun with the required consent.

Whether an exception applies depends on the particular transaction and applicable law.

7. FAULTY, DAMAGED OR INCORRECT PRODUCTS

For an item purchased directly through FIELSEN that arrives damaged, is incorrect or appears defective, use Contact FIELSEN and select Customer Support as soon as reasonably possible.

Include the order reference and a description of the issue.

Photographs may be requested where they would reasonably assist in establishing damage, defects or an incorrect item.

Statutory conformity rights are separate from the right to change your mind.

For an affiliate product purchased from Amazon or another retailer, the issue should be raised directly with that retailer.

8. LEGAL GUARANTEE

Consumers purchasing goods directly from FIELSEN benefit from applicable statutory conformity protections.

Under Luxembourg and European Union consumer rules, consumer goods are generally covered by a two-year legal guarantee of conformity, subject to the applicable legal conditions.

Manufacturer warranties or other commercial warranties are additional to, and do not replace, applicable statutory consumer rights.

For affiliate purchases, the retailer from which the