Returns & Refunds Policy

We want you to be happy with your purchase from GoutShop. This policy explains how returns, cancellations and refunds are handled.

Change-of-Mind Returns

If you purchase an eligible item online, you have the right to cancel your order within 14 days of receiving the goods, in accordance with applicable UK consumer law.

After notifying us that you wish to cancel, you must return the goods within 14 days.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Inspecting Your Item

You are welcome to open the packaging and inspect an item to establish its nature, characteristics and functioning, in the same way that you would reasonably be able to inspect an item in a shop.

Please take care when inspecting products.

If an item has been handled or used beyond what is reasonably necessary to inspect it, and this has reduced its value, we may make an appropriate deduction from the refund to reflect that reduction in value, as permitted by law.

For example, signs of extended use, wear, damage, staining, contamination, missing parts or damaged packaging may affect the amount that can be refunded where they result from handling beyond what is reasonably necessary to inspect the product.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

Hygiene and Sealed Products

Certain sealed products may not be eligible for a change-of-mind return once their seal has been broken where an applicable legal exemption applies, including certain goods that are not suitable for return for health protection or hygiene reasons.

Any such restriction will be made clear where applicable.

Your statutory rights in relation to faulty, damaged or incorrectly supplied goods are not affected.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible.

Where you have a statutory right to a remedy, we will deal with the matter in accordance with UK consumer law. Depending on the circumstances, this may include a refund, repair or replacement.

Please provide your order details and, where helpful, photographs showing the issue so that we can resolve the matter as quickly as possible.

Returning an Item

Unless the item is faulty, damaged, incorrectly supplied or we agree otherwise, you are responsible for the direct cost of returning a change-of-mind return.

Products should be returned securely packaged and, where reasonably possible, with the original packaging, accessories, instructions and other items supplied with the product.

We recommend using an appropriate tracked delivery service and retaining proof of postage.

Refunds

Once your return has been received, we will inspect it and process any refund due.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

Where applicable, refunds will be made within the time required by UK consumer law.

For eligible cancellations, the standard outbound delivery charge will be refunded where required by law. Any additional cost resulting from choosing a more expensive delivery service than our standard delivery option does not have to be refunded.

Products That Cannot Normally Be Returned for Change of Mind

Some products may be excluded from the statutory cancellation right where an exemption under UK consumer law applies. Depending on the products sold by GoutShop, this may include certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and certain goods that deteriorate or expire rapidly.

Where an exemption applies, we will make this clear to customers where required.

These exclusions do not remove your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under applicable UK consumer law.

Contact Us

If you would like to request a return or have a question about a refund, please contact GoutShop using the contact details provided on our website.