Refund policy

Overview

Thank you for shopping with shopgossamerx.shop.

We want customers to understand clearly how cancellations, returns, refunds, faulty products and incorrect orders are handled.

This Return and Refund Policy applies to eligible purchases made through shopgossamerx.shop and is intended to operate consistently with applicable United Kingdom consumer protection law.

Nothing in this policy is intended to exclude, restrict or replace any statutory consumer right that cannot legally be excluded.

For assistance, contact:

Email: info@shopgossamerx.shop

1. Your Right to Cancel an Online Order

For most goods purchased online by consumers in the United Kingdom, you may have a statutory right to cancel the contract without giving a reason.

For eligible goods, you may notify us that you wish to cancel within 14 calendar days after receiving the goods.

Once you have notified us of cancellation within the applicable cancellation period, you should return the goods without undue delay and normally no later than 14 days after notifying us of your decision to cancel.

Certain statutory exceptions apply, as explained below.

2. How to Request a Return

To request a return, email:

info@shopgossamerx.shop

Please include:

• Your order number;
• Your name;
• The email address used for the order;
• The product you wish to return;
• The reason for the return, where relevant; and
• Photographs if the product is damaged, faulty or incorrect.

For ordinary change-of-mind cancellations, you are not required to provide a reason where the statutory right of cancellation applies.

We will provide appropriate return instructions after reviewing your request.

Please do not send products to an unauthorised address or to an address found on a parcel label without first receiving return instructions, because fulfilment and carrier addresses may not necessarily be authorised return-processing locations.

3. Condition of Returned Goods

Customers may inspect products in a manner reasonably necessary to determine their nature, characteristics and functioning, similar to how they might reasonably inspect goods in a physical shop.

Returned products should, where reasonably possible, include:

• The product itself;
• Original accessories supplied with the product;
• Manuals or components supplied with it; and
• Original packaging where available.

A customer does not automatically lose statutory cancellation rights simply because original packaging has been opened where opening it was reasonably necessary to inspect the product.

However, where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

4. Change-of-Mind Return Shipping Costs

Where a customer exercises an eligible statutory cancellation right because they have changed their mind, the customer will normally be responsible for the direct cost of returning the goods unless:

• We agree otherwise;
• The goods are faulty;
• The goods were damaged before delivery;
• The goods do not correspond to the order; or
• Applicable law requires us to bear the return cost.

Customers should use an appropriate and reasonably secure shipping method when returning products.

Proof of postage or tracking information should be retained until the return has been completed.

5. Faulty, Damaged or Incorrect Products

If you receive a product that is:

• Faulty;
• Damaged;
• Not as described;
• Not of satisfactory quality;
• Not fit for its intended purpose where applicable; or
• Different from the product ordered,

please contact info@shopgossamerx.shop as soon as reasonably possible.

Include your order details and clear photographs or other information showing the problem where reasonably possible.

Consumers may have statutory rights under the Consumer Rights Act 2015 in relation to faulty or non-conforming goods, including in appropriate circumstances the right to reject goods, obtain a refund, or request repair or replacement.

Our voluntary procedures do not replace those statutory rights.

6. The 30-Day Right to Reject Faulty Goods

Where applicable under UK consumer law, consumers may have a short-term right to reject qualifying faulty goods within the statutory period.

Where a customer validly exercises that right, we will provide the remedy required by applicable law.

After the short-term rejection period, customers may continue to have statutory rights to repair, replacement, price reduction or final rejection depending on the nature of the problem and applicable circumstances.

7. Items That May Be Excluded From Change-of-Mind Cancellation

The statutory change-of-mind cancellation right may not apply, or may cease to apply, to certain categories of products permitted by law, which may include:

• Goods made to the customer's specifications;
• Clearly personalised goods;
• Goods liable to deteriorate or expire rapidly;
• Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
• Sealed audio, video or computer software products once unsealed, where applicable;
• Certain digital content where performance has begun following the customer's express consent and acknowledgement; and
• Other products excluded from statutory cancellation rights under applicable law.

This exclusion does not remove rights relating to goods that are faulty, misdescribed or otherwise non-conforming.

8. Refund Processing

When a refund is due, we will return the relevant amount using the original payment method where reasonably possible, unless another method is expressly agreed.

For statutory cancellation returns, refunds will be processed within the period required by applicable law.

We may be entitled to wait until:

• We receive the returned goods; or
• You provide satisfactory evidence that the goods have been returned,

whichever occurs first, where the law permits us to do so.

Banking institutions and payment providers may require additional time after we issue a refund before the money appears in your account.

Such banking processing time is outside our direct control.

9. Original Delivery Charges

shopgossamerx.shop provides free standard shipping on all orders, so there is normally no standard outbound delivery charge to reimburse.

If a paid delivery option is offered in a particular transaction and applicable law requires reimbursement following cancellation, any required delivery refund will be calculated in accordance with statutory rules.

10. Partial Refunds

Where legally permitted, a refund may be reduced if:

• Goods have been used beyond what is reasonably necessary to inspect them;
• Goods have been damaged after delivery because of unreasonable handling by the customer; or
• The value of the goods has otherwise been diminished by handling beyond what would reasonably be permitted in a shop.

We will not apply deductions that are prohibited by applicable consumer law.

11. Exchanges

Where operationally available, we may offer an exchange as a customer-service option.

An exchange does not remove a customer's statutory rights.

If a requested replacement is unavailable, another remedy such as a refund may be offered or required depending on the circumstances.

12. Order Cancellations Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact:

info@shopgossamerx.shop

We will make reasonable efforts to stop fulfilment.

Because order processing may begin shortly after purchase, we cannot guarantee that a cancellation request received after an order enters fulfilment can be stopped before dispatch.

If the order has already been dispatched, applicable return and cancellation rights remain available.

13. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation notice.

Customers wishing to cancel should contact us directly at info@shopgossamerx.shop.

Any refund for an unclaimed or refused parcel will be handled after the parcel has been returned and assessed, subject to applicable consumer rights.

14. Refunds for Lost Orders

If tracking information or carrier investigation reasonably indicates that a parcel has been lost before being delivered to the customer, please contact us.

We will investigate with the relevant carrier and provide an appropriate solution in accordance with the circumstances and applicable law.

15. Chargebacks

We encourage customers to contact us first when there is a problem with an order.

Submitting a payment dispute does not remove statutory rights, but direct communication often allows an issue to be investigated and resolved more efficiently.

Nothing in this section prevents a customer from exercising legitimate rights available through their card issuer, bank or payment provider.

16. Contact Us

For cancellations, returns, refunds or faulty-product enquiries:

shopgossamerx.shop
Email: info@shopgossamerx.shop

This policy does not affect your statutory rights.