Refund and Returns Policy

At Fivermart, we want you to feel confident when ordering from us. If you change your mind about a purchase or receive an item that is damaged or faulty, please contact us so we can help arrange the appropriate next steps.

This policy works alongside your statutory rights under applicable UK consumer law.

Changed Your Mind?

For eligible purchases, you may be able to return an item within 30 days of receiving your order, subject to the applicable conditions.

For a change-of-mind return, the product should generally be:

Unused and in resalable condition
Returned in its original packaging where reasonably possible
Complete with any accessories, instructions and relevant documentation

Please contact our customer service team before sending a return so that we can confirm the correct procedure.

Requesting a Return

Please email:

orders@fivermart.com

When contacting us, please provide:

Your full name
Order number
Reason for the return

We will review your request and provide the relevant return instructions.

Damaged or Faulty Items

If your order arrives damaged, defective or develops a fault, please contact us as soon as reasonably possible.

Send your enquiry to orders@fivermart.com and include your:

Name
Order number
Description of the problem
Photographs where appropriate

We will assess the issue and explain the available options. Where a return is required because an item is faulty or defective, reasonable return postage costs will be reimbursed where required by your statutory rights.

Returning an Item

Please do not send an item back without contacting us first.

We will confirm the appropriate return process and address for your particular order.

Return Address

Where applicable, returns may be directed to:

IVYCHA LTD
Unit 17
Alliance Court
Alliance Road
London
W3 0RB
United Kingdom

Please wait for confirmation before sending your parcel.

Refunds

Once a returned item has been received and reviewed, we will assess whether a refund is due.

Where a refund is approved, it will normally be issued to the original payment method within 5 working days of the refund being processed.

Your bank or card provider may require additional time before the funds appear in your account.

Your Statutory Rights

Nothing in this policy is intended to exclude or restrict your rights under UK consumer protection law.

Where a product is faulty, damaged, incorrectly described or does not meet the standards required by law, you may have additional statutory rights and remedies.

Need Help With a Return?

Our customer support team is available daily from 09:30 AM to 07:30 PM.

Email: orders@fivermart.com

Phone: +44 752 067 70 52

We aim to make the returns and refund process as clear and straightforward as possible.