Returns & Refunds Policy

This Returns & Refunds Policy applies to goods and services purchased through the online store operated by Goosnargh Removals Ltd.

1. Change of Mind Returns

If you are a consumer purchasing online, you generally have the right under the Consumer Contracts Regulations to cancel your order within 14 days of receiving your goods, without giving a reason.

If you decide to cancel your purchase, please contact us within the applicable cancellation period. You must then return the goods to us within the required timeframe.

Goods being returned because you have changed your mind should be unused, in their original condition and, where reasonably possible, in their original packaging.

You are responsible for the reasonable cost of returning goods to us unless the goods are faulty, incorrectly supplied or we have agreed otherwise.

Where a valid cancellation applies, we will refund the purchase price together with the cost of our standard delivery service. We will not refund any additional delivery charge you paid for an enhanced or express delivery option.

2. Items That Cannot Be Returned

Certain goods and services may be excluded from the statutory right to cancel or may be subject to specific conditions. These can include:

• Goods that are liable to deteriorate or expire quickly.
• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.
• Goods that have been personalised or made to your specifications.
• Goods that are inseparably mixed with other items after delivery.
• Certain services that have been fully performed with your prior express consent and acknowledgement that your cancellation right would end once the service was fully performed.
• Digital content supplied immediately with your agreement and where you have acknowledged that your cancellation right would be lost.
• Gift cards and other products or services where specific terms apply.

Where an item is subject to an exemption, we will make this clear where applicable before you complete your purchase.

3. Faulty, Damaged or Incorrect Goods

If your item is faulty, damaged, does not work as intended, or is not as described, please contact us as soon as possible before returning it.

We will assess the issue and, where appropriate, provide a repair, replacement, refund or other remedy in accordance with your statutory consumer rights.

Your statutory rights are not affected by this returns policy.

4. How to Request a Return

If you wish to return a physical product, please contact us before sending the item back. We will provide you with the relevant return instructions.

For services or non-physical products, please contact us as soon as possible so that we can advise you of the applicable cancellation or refund process.

5. Inspection and Refunds

Once returned goods have been received, we will inspect them and confirm whether the return is eligible for a refund.

Where a refund is due, it will normally be made using the original payment method.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from the refund to reflect any resulting reduction in value.

Refunds will be processed within the applicable legal timeframe.

6. Refunds Not Yet Received

If we have confirmed that your refund has been processed but you have not yet received it, please first check your bank account or card statement.

If the refund is still not showing, please contact your bank or card provider, as processing times can vary.

If you have completed these checks and still cannot locate the refund, please contact us and we will investigate the matter for you.

7. Discount Codes and Vouchers

Where a purchase has been made using a discount code, voucher or promotional offer, any refund will be based on the amount actually paid for the returned goods or services.

Any applicable promotional terms will continue to apply.

8. Sale Items

Sale or promotional items remain subject to your statutory consumer rights.

A reduction in price does not remove your legal rights if an item is faulty, incorrectly described or otherwise does not conform to the contract.

Where you are seeking to return a sale item solely because you have changed your mind, the applicable terms will depend on the nature of the goods and any specific terms clearly provided at the time of purchase.

9. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to restrict or exclude any rights you have under UK consumer protection legislation.

If you have any questions about returning an item or requesting a refund, please contact Goosnargh Removals Ltd before sending the item back.