1. Standard products: changing your mind
If you are a UK consumer buying online, you can normally cancel a standard-product order from the time the contract is made until 14 days after the day you receive the goods. If one order arrives in separate deliveries, the period normally runs from the day after the final item is received.
Tell us clearly that you wish to cancel by emailing support@g-stores.co.uk within that period. Include your name, order number, the goods concerned and a contact email or telephone number. You then have a further 14 days to send the goods back.
2. Custom-made products
The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. This includes foam or covers cut, shaped or made to measurements, materials, finishes or combinations that you approved for your order.
A quote request is not an order. We will give you the product price and, where applicable, a separate delivery price before asking you to approve and pay. Once we accept the approved specification and production begins, a custom-made order cannot be cancelled or returned merely because you change your mind or supplied incorrect measurements.
This exception never removes your rights if custom goods are faulty, damaged, not fit for a purpose you made known and we accepted, or not as described or agreed.
3. Sealed hygiene-sensitive goods
Where a product is clearly identified before purchase as sealed and unsuitable for return for health-protection or hygiene reasons, the change-of-mind right may end if that seal is broken after delivery. This does not affect rights concerning faulty or misdescribed goods.
4. Condition of change-of-mind returns
You may inspect goods as you would in a shop. Please keep them clean, complete and protected for return. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
5. Return arrangements and costs
Contact us before sending anything so we can give you the correct return location and instructions. Do not send goods to our registered address unless we specifically tell you to do so. For a change-of-mind return, you are responsible for the direct return cost and for obtaining proof of dispatch.
For bulky goods that cannot normally be returned by post, a carrier collection may be available. The current estimated direct collection cost is £20–£70 per parcel for most mainland UK addresses, depending on packed size and postcode. We will confirm the actual amount before arranging a collection. If goods are faulty, damaged or misdescribed, we will provide or reimburse a reasonable return method where the law requires us to do so.
6. Refund timing and method
For a valid change-of-mind cancellation, we will refund the goods and any basic outbound delivery charge you paid. If you chose a more expensive delivery service, we do not have to refund the amount above our least expensive standard option. We may wait until the goods are returned or you provide evidence that they were sent, whichever happens first.
We will make the refund without undue delay and normally within 14 days after the relevant return evidence is received. Refunds are made to the original payment method unless we expressly agree otherwise.
7. Faulty, damaged or incorrect goods
Contact us as soon as reasonably possible with the order number and a description of the issue. Photographs can help us investigate transit damage or manufacturing issues, but providing a photograph does not remove your legal rights. Depending on the circumstances and the Consumer Rights Act 2015, you may be entitled to reject the goods, or to a repair, replacement, price reduction or refund.
8. Cancelling before dispatch
Contact us immediately. We will try to stop a standard order before dispatch. For a custom-made order, cancellation may no longer be possible after we have accepted the specification and production has begun.
9. Cancellation notice template
You do not have to use this wording, but you may copy it into an email:
To G-Stores Limited, support@g-stores.co.uk: I give notice that I cancel my contract for the sale of the following standard goods: [describe goods]. Ordered on: [date]. Received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].
10. Contact
Email support@g-stores.co.uk. We may ask for information reasonably needed to identify the order and process the request.