Shipping & Returns
About This Policy
This Shipping & Returns Policy explains how Great Gadget Store handles delivery, cancellations, returns, refunds and faulty goods for purchases made through our website.
We sell second-hand, used and refurbished electronic products. The condition of each product will be described in the relevant product listing.
Nothing in this policy affects or limits your statutory rights under UK consumer law.
Where a provision of this policy conflicts with a mandatory consumer right, the applicable consumer right will take precedence.
SHIPPING
Delivery Areas
We currently deliver to:
- United Kingdom mainland
- [SCOTLAND / NORTHERN IRELAND / CHANNEL ISLANDS, IF APPLICABLE]
- [OTHER AREAS, IF APPLICABLE]
Certain products may be subject to delivery restrictions because of their size, value, battery type or other transport requirements.
Any delivery restrictions will be stated on the relevant product listing or communicated to you before dispatch.
Delivery Charges
Delivery charges will be clearly displayed before you complete your purchase.
The available delivery options and applicable charges may vary depending on:
- the size and weight of the product
- your delivery address
- the delivery service selected
- any special handling requirements
There will be no unexpected delivery charges added after you have completed your order.
Dispatch Times
Orders will normally be dispatched within 1–2 working days after payment has been received.
Orders placed on weekends or UK public holidays will normally be processed on the next working day.
If there is likely to be a significant delay in dispatching your order, we will contact you where appropriate.
Delivery Times
Estimated delivery times will be provided at checkout or on the relevant product listing.
Delivery times are estimates rather than guaranteed delivery dates unless we have specifically agreed otherwise with you.
If your order does not arrive within the expected delivery period, please contact us at:
[CUSTOMER SERVICE EMAIL]
We will investigate the delivery with the relevant carrier.
Delivery Responsibility
We remain responsible for the goods until they are delivered to you or to a person you have authorised to receive them.
If you have specifically arranged for a carrier that was not offered by us, we may not be responsible for loss or damage occurring after the goods have been handed to that carrier, where permitted by law.
Damaged Packaging or Goods
Please inspect your order when it arrives.
If the packaging appears damaged, you should, where reasonably possible:
- photograph the packaging before opening it
- photograph any visible damage
- retain the packaging
- contact us as soon as possible
You should not attempt to repair a product that has arrived damaged before contacting us.
Reporting damage promptly helps us investigate the issue with the delivery provider, but failure to report damage immediately does not automatically remove your statutory rights.
Incorrect or Missing Items
If you receive:
- the wrong product
- an incorrect model
- missing accessories that were included in the listing
- an item that does not match the description
please contact us as soon as possible.
We will investigate the issue and provide an appropriate remedy in accordance with your statutory rights.
RETURNS & CANCELLATIONS
Your 14-Day Cancellation Right
If you are a consumer purchasing goods from us online, you generally have the right to cancel your order under the Consumer Contracts Regulations 2013.
You normally have 14 days from the day after you receive the goods to notify us that you wish to cancel.
You then normally have a further 14 days to return the goods to us.
You do not have to provide a reason for cancelling during this statutory cancellation period.
This cancellation right is separate from your rights concerning faulty, damaged, misdescribed or otherwise non-conforming goods.
How to Cancel an Order
To exercise your cancellation right, contact us before the cancellation period expires:
Email: [CUSTOMER SERVICE EMAIL]
You may use the following wording:
"I hereby give notice that I wish to cancel my order."
Please include your:
- name
- order number
- product(s) being returned
- delivery address
You may also use our cancellation form if one is provided on our website.
Returning an Item After Cancellation
After notifying us that you wish to cancel, you must return the goods to us without undue delay and normally within 14 days of notifying us of your cancellation.
Unless the goods are faulty, damaged, incorrectly supplied or otherwise covered by a statutory remedy requiring us to bear the return cost, you will normally be responsible for the direct cost of returning goods cancelled under the 14-day cooling-off right.
Return address:
[RETURNS ADDRESS]
We recommend obtaining proof of postage and using an appropriately insured delivery service, particularly for high-value electronics.
Condition of Returned Goods
You have the right to handle and inspect goods to the extent necessary to establish their nature, characteristics and functionality.
However, if you handle the goods beyond what would reasonably be permitted in a shop and this handling causes a reduction in their value, we may be entitled to make a deduction from the refund to reflect that reduction in value, where permitted by law.
For example, you should take reasonable care when handling second-hand electronics and should not:
- deliberately damage the product
- remove serial numbers or identification labels
- carry out unauthorised repairs
- permanently alter the product
- use the product extensively beyond what is reasonably necessary to assess it
This does not affect your rights where the product is faulty or does not conform to the contract.
Personal Data and Account Locks
Before returning an electronic device, you should, where possible:
- back up your personal data
- remove personal accounts
- remove passwords and security locks
- remove SIM cards and memory cards
- perform a factory reset
Please ensure that devices such as phones, tablets, laptops, smartwatches, games consoles and other account-linked products are removed from your personal accounts before returning them.
We cannot guarantee the preservation or recovery of personal data left on a returned device.
Refunds Following Cancellation
When you validly cancel an online purchase under the statutory cancellation provisions, we will refund the payments we are required to refund under applicable law.
This will normally include the original standard delivery charge paid by you.
If you selected a more expensive delivery service than our cheapest standard delivery option, we are generally not required to refund the additional premium.
We may withhold the refund until:
- we have received the returned goods
- you have provided evidence that the goods have been returned
whichever occurs first.
Method of Refund
Refunds will normally be made using the same payment method that you used for the original transaction, unless we agree otherwise with you.
We will not normally charge you a fee for processing a refund.
Faulty, Damaged or Misdescribed Goods
The 14-day cancellation right is not the only protection available to you.
If a product is:
- faulty
- not of satisfactory quality
- not fit for its intended purpose
- not as described
- significantly different from the product advertised
- otherwise does not conform to the contract
you may have additional rights under the Consumer Rights Act 2015.
These rights apply independently of our voluntary warranty.
Depending on the circumstances, you may be entitled to:
- reject the goods
- have the goods repaired
- have the goods replaced
- receive a price reduction
- receive a refund
The remedy available will depend on the circumstances and the applicable legal requirements.
Faults Within 30 Days
Where goods do not conform to the contract, consumers may have a short-term right to reject them within 30 days, subject to the applicable legal requirements.
If you believe your product is faulty, please contact us as soon as possible so that we can help determine the appropriate remedy.
You do not need to rely on our voluntary warranty instead of exercising a statutory right.
Faults After 30 Days
After the applicable short-term rejection period has passed, other statutory remedies may be available.
Depending on the circumstances, we may first offer repair or replacement.
If repair or replacement is not possible, is unsuccessful, or cannot be provided within a reasonable time without significant inconvenience, you may have a right to a price reduction or final rejection/refund as provided by law.
The exact remedy will depend on the circumstances of the individual case.
Return Costs for Faulty Goods
If goods are returned because they are faulty, misdescribed or otherwise do not conform to the contract, we will deal with reasonable return costs in accordance with applicable consumer law.
We will not require you to pay unreasonable costs to exercise your statutory rights.
Where appropriate, we may provide a prepaid return label or reimburse reasonable return postage.
Second-Hand Goods
Our products are second-hand unless specifically described otherwise.
Signs of previous use, including scratches, marks, dents and other cosmetic wear, may be present.
The condition of each product will be described in its individual listing.
A characteristic or defect that was clearly disclosed to you before purchase will be taken into account when determining whether the goods conform to the contract.
However, describing an item as "second-hand", "used" or "sold as seen" does not remove statutory consumer rights.
Products Sold as "Spare or Repair"
Some products may be sold specifically as:
- spares or repairs
- faulty
- non-working
- for parts
- otherwise unsuitable for normal use
The product listing will clearly explain the known condition and relevant defects.
These products may not be expected to function normally.
However, the fact that a product is sold as "spares or repairs" does not allow us to exclude statutory rights that cannot legally be excluded.
Please read the individual product description carefully before purchasing.
Accessories and Missing Items
If an accessory is specifically included in the product listing, such as a charger, cable, controller, adapter, case or power supply, it will be supplied with the product unless the listing states otherwise.
If an included item is missing from your order, please contact us and we will investigate.
Batteries
Rechargeable batteries naturally lose capacity through age and use.
Where a used electronic product contains a rechargeable battery, the expected battery condition may be stated in the product listing.
Normal deterioration associated with the age and previous use of a battery will be taken into account when assessing a second-hand product.
However, a battery that is defective, swollen, leaking, overheating or otherwise presents a safety concern should not be used.
Please contact us immediately if you experience such a problem.
Exchanges
We may offer exchanges where appropriate, but an exchange is not intended to replace any statutory remedy you may have.
If the goods are faulty, misdescribed or otherwise do not conform to the contract, your statutory rights will apply regardless of whether an exchange is offered.
Refund Deductions
We will not make deductions from refunds simply because you have exercised your statutory cancellation right.
Where permitted by law, a deduction may be made if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality and that handling has resulted in a reduction in value.
No deduction will be made where prohibited by law.
Non-Collection or Incorrect Delivery Information
Please ensure that the delivery address and contact information provided at checkout are correct.
If an order is returned to us because:
- an incorrect address was supplied
- the customer failed to collect the parcel
- the delivery was otherwise unsuccessful for reasons attributable to the customer
we will contact you to arrange the next steps.
This does not affect any cancellation or statutory rights you may have.
Our Separate Warranty
Some products are also covered by our separate 3 -month Warranty Policy.
Our warranty provides additional protection but does not replace or restrict your statutory consumer rights.
Please see our Warranty Policy for further information.
Business Customers
The consumer rights described in this policy apply to purchases made by consumers.
Different terms may apply to purchases made wholly or primarily for business purposes.
If you are purchasing on behalf of a business, please contact us if you require clarification of the terms applicable to your purchase.
Contact Us
For questions about delivery, cancellations, returns, refunds or faulty goods, please contact:
[BUSINESS NAME]
Email: [CUSTOMER SERVICE EMAIL]
Telephone: [TELEPHONE NUMBER]
Returns Address: [RETURNS ADDRESS]
Registered Address: [BUSINESS ADDRESS]
We aim to respond to customer enquiries within [1–2] working days.
Your Legal Rights
Nothing in this policy affects your statutory rights.
In particular, this policy does not seek to exclude or restrict rights provided to consumers by the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other applicable UK consumer protection legislation.
Where the law provides you with a greater right or protection than this policy, the legal requirement will apply.
