Refund Policy – G-Merchant
Last updated: 21/01/2026
At G-Merchant, we want you to be happy with your purchase. If you are not satisfied with your order, this Refund Policy explains your rights and how to return items in line with UK consumer law.
1. Your Right to Cancel (Change of Mind)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items without giving a reason.
To exercise your right to cancel:
- You must notify us within 14 days of delivery
- You then have a further 14 days to return the item(s)
Returned items must be:
- Unused
- In original packaging
- In resaleable condition
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Personal care items
- Items that have been opened or used
- Sealed items where the seal has been broken
This does not affect your rights if the item is faulty or not as described.
3. Faulty or Incorrect Items
If your item is:
- Faulty
- Damaged
- Not as described
- Incorrectly supplied
Please contact us within 48 hours of delivery with:
- Your order number
- Description of the issue
- Photos where possible
We will arrange a replacement or refund in accordance with your legal rights.
4. How to Request a Return
To start a return, please contact us at:
? admin@g-merchant.com
Include:
- Your full name
- Order number
- Reason for return
Do not return items without contacting us first, as this may delay your refund.
5. Return Shipping Costs
- If you are returning an item due to change of mind, you are responsible for return postage costs.
- If the item is faulty or incorrect, we will cover the return shipping or provide a prepaid return method.
We recommend using a tracked service for returns, as we cannot be responsible for items lost in transit.
6. Refund Processing
Once we receive and inspect the returned item(s):
- Refunds will be processed within 5–10 working days
- Refunds will be issued to the original payment method
- Delivery charges are non-refundable unless the return is due to our error or a faulty product
You will receive confirmation once your refund has been processed.
7. Exchanges
We currently do not offer direct exchanges.
If you would like a different item, please return the original item for a refund and place a new order.
8. Late or Missing Refunds
If you have not received your refund after 10 working days:
- Check your bank or payment provider first
- Then contact us at admin@g-merchant.com with your order details
9. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law, including your rights regarding faulty or misdescribed goods.
10. Contact Us
For any questions about returns or refunds, please contact:
G-Merchant
? admin@g-merchant.com
? https://g-merchant.com