Can I get a refund for a product that hasn’t turned up?
If your order hasn’t arrived within seven days after your dispatch date or if you haven’t received a dispatch email please do get in touch with us so we can investigate where your items are.
It’s our goal to ensure that you receive your items in a timely fashion and we will do everything we can to make sure your items arrive.
We use standard Royal Mail 48 unless stated. Royal Mail aims to get your purchases to you within two working days from the time it leaves our warehouse.
However, it would help if you allowed 7 working days sales inside the UK and 14 days outside the UK for your products to reach you.
If you still haven’t received your items after this time please contact us so we can investigate the matter further.
I didn’t like my items can I get a refund?
If the items you ordered didn’t meet your expectations please let us know by opening a ticket or speaking to us via LIVE CHAT and we’ll gladly resend (if the items are broken or missing) or refund incorrect or faulty items.
How do I return an item?
Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
Please do not send it back to the manufacturer.
Replacement faulty items are sent back out free of charge. Please let us know the nature of the fault via a support ticket or LIVE CHAT.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused.
Postage costs will apply to return it to you.
There is a one-year warranty on everything, if the item develops a fault within three months we can offer a refund or exchange, after three months, it is an exchange only.
Any products that are returned back to us and are not faulty and do not meet the returns policy will be held for 30 days. After 30 days if we have not had a response from you, the item will be destroyed, no refund will be given.
We reserve the right to charge a 15% re-stocking fee unless the items is fault.
Refunds can take up to 7 days to process.
Refunds can only be given on regular-priced items. Sale items cannot be refunded. This does not affect your statutory rights.
The returns policy
Due to the obvious health and hygiene there are some implications with returning some types of goods. For the goods to be returned if they are not broken the following terms have to be met.
1. The goods must be unused.
2. The goods must be returned in original condition & packaging.
3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
5. The goods must be received back within 30 days from the day you received your order.
6. Underwear and items of clothing are non-refundable and non-exchangeable.
7. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.
Please open a ticket or use the LIVE CHAT to speak to us right now.
Do you allow exchanges?
We only replace items if they are defective or damaged. If you need to exchange it for the same item either open a support ticket or the LIVE CHAT.
What is the refund policy?
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Only regular priced items may be refunded. Sale items cannot be refunded.
Returning a gift item
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To talk to us about returns please open a ticket or use the LIVE CHAT.
I’ve still not received my refund
In the first instance please do check with your bank again. The funds may take some time to be credited back to your bank or credit card.
If you have tried this, please contact us via opening a support ticket or using the LIVE CHAT
How do I cancel an order?
Please contact THEGAYSHOP Customer Care immediately after placing your order if you wish to change or cancel it.
If your order has been shipped by the time you contact us, you are able to easily return the item. Simply open a support ticket or use the LIVE CHAT function.