The Fat Mile / Kerry Biofuels
We want you to be happy with your order. This policy sets out how returns, cancellations and refunds work, including the additional statutory rights that apply if your order is delivered within the European Union.
You have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, go to your account at account.thefatmile.com or contact us at hello@thefatmile.com or hello@kerrybiofuels.ie. Returns must be sent to:
Unit 5, Ridgeview, Monavalley Business Park, Buntalloon, Tralee, Co. Kerry, V92 NW86, Ireland.
If your return is accepted, we’ll give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return question at account.thefatmile.com or hello@thefatmile.com or hello@kerrybiofuels.ie.
Please inspect your order upon receipt. If your item is defective, damaged, or you’ve received the wrong item, contact us immediately so we can evaluate the issue and make it right.
If your order arrives damaged, you must notify us within 2 days of receipt and send photos of the damaged goods to hello@thefatmile.com or hello@kerrybiofuels.ie. Once we’ve confirmed the damage, we’ll re-issue new items on the basis that you return the damaged ones to us.
As a general rule, once an item has been used or removed from its original packaging, it cannot be returned, unless it arrives damaged, faulty, or is the wrong item (see “Damages and Issues” above). This applies in particular to: dog beds and blankets; chimney sheep, chimney rods and chimney cowls; and patio heaters, fire pits and ash vacuums.
Wood pellet stove spare parts can only be returned if they arrive faulty, damaged, or are the wrong part. Once a part has been fitted or used and is out of its packaging, it cannot be returned for any other reason.
Oceansole flip-flop sculptures can be returned as long as they are undamaged and in their original packaging.
We also do not accept returns on custom or personalised products (such as special orders or personalised items), gift cards, or hazardous materials, flammable liquids or gases, which we cannot accept back for shipping-safety reasons.
If you’re an EU consumer, some of these exclusions don’t apply to your statutory cancellation rights — see “EU Right of Withdrawal” below for the exemptions that apply specifically to EU cancellations.
The fastest way to get what you want is to return the item you have and, once your return is accepted, make a separate purchase for the new item.
If your order is delivered within the European Union, you have a statutory right to cancel your order within 14 days, for any reason and without justification — in addition to, not instead of, the rights described above.
1. Your 14-day withdrawal window. You have 14 days from the day you (or someone you nominate) receive the last item in your order to tell us you want to cancel. You do not need to return the goods within this window — you only need to notify us that you’re cancelling.
2. How to notify us. Submit your cancellation at account.thefatmile.com, or email hello@thefatmile.com or hello@kerrybiofuels.ie with a clear statement that you wish to withdraw from your purchase, including your order number. We’ll send you written acknowledgement of your cancellation request without delay.
3. Sending the goods back. Once you’ve notified us, you then have a further 14 days to send the goods back to:
Unit 5, Ridgeview, Monavalley Business Park, Buntalloon, Tralee, Co. Kerry, V92 NW86, Ireland.
The item must be in the same condition you received it: unused and in its original packaging, together with your receipt or proof of purchase.
4. Who pays for return shipping. You are responsible for the direct cost of returning the goods to us, unless the item arrived damaged or faulty or we sent you the wrong item (see “Damages and Issues” above).
5. Refunds. Once we receive and inspect your returned item(s), we will refund you within 14 days of receiving the goods back. We will refund the full price you paid for the goods plus the cost of our standard delivery option. If you chose an upgraded delivery option (for example express or premium delivery), we will only refund the cost of our standard delivery option — not the extra you paid for the upgrade. Refunds are made to your original payment method.
6. Exemptions. The following are excluded from the EU right of withdrawal and cannot be cancelled under this section: custom or personalised products (goods made to your specification or clearly personalised), and hazardous materials, flammable liquids or gases. These items may still qualify for a return under “Exceptions / Non-Returnable Items” above where we agree to accept them, or under “Damages and Issues” if they arrive damaged, defective or incorrect.
Dog beds and blankets, chimney sheep, chimney rods, chimney cowls, patio heaters, fire pits, ash vacuums, and wood pellet stove spare parts (once fitted or used) remain subject to your EU cancellation right, but for hygiene, safety or resale reasons any refund will reflect the condition the item is returned in: if it has been used or is otherwise not in a saleable, resalable condition, we may reduce the refund to reflect that loss in value, including to zero where the item can no longer be resold.
For returns handled under our standard 14-day return policy (i.e. not an EU withdrawal under the section above), we’ll notify you once we’ve received and inspected your return and let you know if it’s been approved. If approved, you’ll be refunded automatically to your original payment method within 10 business days, less the initial cost of delivery. It can take extra time for your bank or card provider to post the refund. If more than 15 business days have passed since we approved your return, contact us at hello@thefatmile.com or hello@kerrybiofuels.ie.
Start a return or cancellation, or ask a question, at account.thefatmile.com, or email our Customer Services Team at hello@thefatmile.com or hello@kerrybiofuels.ie during normal opening hours.