1. 14-day No Quibbles Returns.
You may cancel your contract and Gordons Direct will provide a full refund on any item for any reason (except as outlined below), up to a maximum of 14 days from the customer's receipt of goods.
Return of Goods must take place according to our Return of Goods procedure (see below). Any refund will be made via the same payment method used in the original transaction, and will usually be made within 7 days, up to a maximum period of 30 days.
You cannot cancel your contract and return any goods purchased under the contract if the goods you have ordered are perishable, or where the goods are affected by matters of hygiene. For avoidance of doubt we advise that perfume/fragrance, balm, lotion and all other body products, and any medicines/herbal remedies or vitamins/supplements are perishable and that for Health & Safety reasons an order cannot be cancelled once the product packaging has been opened. This also applies to any electrical product which may be affected for reasons of hygiene. Our Returns Policy is not affected by your Statutory Right to cancel.
Should you wish to cancel the contract and return the goods within 14 days from the date you receive said goods, then please note that you have a statutory duty to take reasonable care of the goods. Please also note that if you fail to take reasonable care of said goods then Gordons Direct may commence an action against you for inter alia any loss in value caused by your failure to take reasonable care.
2. Faulty Items & Warranty
Additionally, Gordons Direct offer a full refund on any faulty product. This includes all costs associated with delivery and return of the faulty product. Goods should be returned as per our Return of Goods Procedure (below). Any refund will be made via the same payment method used in the original transaction, and will usually be made within 7 days, up to a maximum period of 30 days. Failure to return goods within a reasonable period of time will result in a refund being delayed.
Gordons Direct provide a one year warranty on all electrical products we supply to the customer, unless otherwise stated.
Within this period we will offer replacement of the product, or a full refund, in cases of manufacturer fault or defect. Due to reasons of stock it may not always be possible to offer a direct replacement. If appropriate we may offer replacement with an alternative product, or instead offer a full refund.
Please note that in cases where a warranty period of greater than one year is provided by the manufacturer, Gordons Direct are responsible for the product's warranty only for a period of one year from your date of purchase. For any extended period beyond this, the manufacturer will be responsible for the product's warranty and they should be contacted in all instances regarding warranty. Gordons Direct recommend that, if relevant, the customer registers their purchase/product with the manufacturer immediately upon receiving their product from Gordons Direct, if this is required by the manufacturer to activate your extended warranty period.
3. Damaged in Delivery
In the unlikely event that an item is damaged upon delivery, please notify us within 7 days at email@example.com. In this instance replacement will be issued as soon as possible following Gordons Direct's receipt of the damaged item. If a replacement is unavailable, a full refund (to include all costs of delivery and return) will be given to the customer. The damaged item should be returned as per our Return of Goods Procedure (below).
In the unlikely event that a product has been delivered incorrectly or is different in any way to the order placed by the customer, we ask that you notify firstname.lastname@example.org within 7 days, in order for Gordons Direct to issue a replacement as soon as possible. Should you wish to keep the item you have received incorrectly, we would still ask that you notify Gordons Direct in order for us to refund/charge you accordingly, and to adjust our stock levels.
Return of Goods Procedure
Goods can only be returned to Gordons Direct according to the following procedure:
1. You must notify Gordons Direct of your intent to return cancelled goods before you do so, by sending a notice of cancellation. Please email email@example.com, and quote your order number in all correspondence. Goods should not be returned until Gordons Direct authorise you to do so.
2. After receiving a reply, you must then post the goods to:
74 Scarva Road
Please note that responsibility for returning goods to Gordons Direct rests with the customer. For this reason we recommend using a guaranteed postal service, and if necessary an appropriate level of insurance/compensation for damage or loss should be obtained. If your reason for returning an item is due to any fault on our part, we will refund you the cost of postage.
Parcels should be carefully packaged, so as not to cause breakage in transit, should have the address clearly printed, and should contain a copy of your delivery documentation (you will have received this with the original delivery).
This is the only means by which an item can be returned to Gordons Direct. For the avoidance of doubt, please note that any item purchased online from Gordons Direct may not be returned to any Gordons Chemists pharmacy or Health & Beauty store.
Please also note that if you fail to return cancelled goods within a period of 30 days from your notice of cancellation then we will charge you the cost of recovering said cancelled goods.