Return/Refund Policy

Cancellation and Return

Damaged Goods

8.1 The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller Email: sales@gustodirect.co.uk or telephone: 0845 1250 000 (Geographic 01636 894916) within 7 Working Days of delivery if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods.

Returns Policy

9.2 Where a claim of defect or damage is made it is the responsibility of the Buyer to return the goods to the Seller. The cost of returning the goods shall be refunded along with the costs of the product or alternatively the Buyer will be entitled to a replacement product and a refund of the cost of returning the goods.

9.3 Goods to be returned must clearly show the order number obtained from the Seller within the packaging.

9.4 Where the returned goods are found to be damaged due to the Buyer’s fault the Buyer will be liable for the cost of remedying such damage.

Cancellation if the Buyer is a Consumer

9.5 If the Buyer is a Consumer, the Buyer has a legal right to cancel the Contract under the Consumer Protection (Distance Selling) Regulations 2000) during the period set out below in clause 9.7. This means that during the relevant period if the Buyer changes their mind or for any other reason decides they do not want to keep the Goods, the Buyer can notify the Seller of its decision to cancel the Contract and receive a refund. Advice about the Buyer’s legal right to cancel the Contract under these regulations is available from local Citizens' Advice Bureaux or Trading Standards offices.

9.6 However, this cancellation right does not apply in the case of any made-to-measure or custom-made Goods; A restocking charge may be debited against any credit.  The level of this would depend on the type of product and the stage of cancellation.

9.7 The Buyer’s legal right to cancel a Contract starts from the date the Contract is formed which is when the Seller sends a confirmation email. The right to cancel the Contract ends 7 (seven) working days from the day after the day the Buyer receives the Goods. Working days means that Saturdays, Sundays or public holidays are not included in this period.

9.8 To cancel a Contract, the Buyer must contact the Seller in writing by sending an e-mail to sales@gustodirect.co.uk The Buyer may wish to keep a copy of the cancellation notification for their records.

9.9 The Buyer will receive a full refund of the price paid for the STANDARD GOODS (including delivery charges). THE BUYER IS RESPONSIBLE FOR ANY DELIVERY CHARGES PAID TO RETURN THE GOODS TO THE SELLER AND THE SELLER WILL NOT BE LIABLE TO REFUND THESE TO THE BUYER. The Seller will process the refund due to the Buyer as soon as possible and, in any case, within 30 calendar days of the day on which the Buyer gave the Seller notice of cancellation.

9.10 If the Buyer requires cancellation of the order this will only be accepted at the sole discretion of the Seller. Acceptance by the Seller of any cancellation by the Buyer will only be binding upon the Seller if it is made in writing.

9.11 For business customers and Public Sector Bodies, if the order is cancelled (for any reason) the Buyer will be liable for any costs (both direct and consequential) incurred or committed to by the Seller up to the date of cancellation.

9.12 If the Buyer cancels the Contract they must return the Goods as soon as possible and must maintain the Goods in the state and condition as when delivered to them.