Refund Policy
Goodwin & Goodwin is committed to offering its customers the highest level of service and customer satisfaction possible.
We understand that occasionally customers wish to return products to us and we are happy to meet our obligations to refund or exchange according to our policy below.
General
Before returning any goods, please e-mail sales@goodwinandgoodwin.com, quoting your order number and reason for returning the goods and wait for a returns authorisation code and returns delivery address details by e-mail. When you send your item back with your returns code, we will process the returned item then notify you via e-mail of your refund or exchange. For refunds, you can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return.
If you change your mind and want to return the goods
If the goods have been delivered and you decide you do not want to keep them, you must inform us of your intention to return them to us within 7 days of receipt of the goods by e-mail to sales@goodwinandgoodwin.com, quoting your order number, for us to issue an authorisation code and return delivery address. The cost and method of returning the goods to us must be borne/arranged by you and the item must be back to the specified return address within 28 days of purchase, unused, undamaged, in its original condition and packaging. Any items returned which fail to comply with the above may affect our ability to issue a full refund. Please see "Exceptions" below.
We will refund the cost of the item (less our delivery charges) in the same form of payment originally used for purchase within 5-7 days of our receiving your return.
Returning Incorrect Goods
If we've somehow sent you an incorrect item, e-mail sales@goodwinandgoodwin.com, quoting your order number for a returns authorisation code and returns delivery address. Then send the incorrect item back to that address and we will refund the price you paid for the item and your carriage cost (if you insert proof of this cost inside the package). Please see "Exceptions" below.
Returning Damaged or Defective Goods
- If the goods were damaged in transit
If you take delivery of a package and the contents have been damaged in transit, you can return the item(s) within 28 days of receipt for exchange, providing you notify us of such damage within 24 hours of receipt of the goods. Please e-mail sales@goodwinandgoodwin.com, quoting your order number.
- If the item is defective
If you take delivery of a package and discover the item(s) to be defective in any way, you can return the item(s) to us within 7 days of receipt for exchange, providing you notify us of any defect within 24 hours of receipt of the goods. Please e-mail sales@goodwinandgoodwin.com, quoting your order number.
Any item customised to your own specification. Spelling errors will be the responsibility of the customer and will not warrant replacement.
Your Statutory Rights
Your rights to return goods are protected by The Consumer Protection (Distance Selling) Regulations 2000, which can be found at https://www.legislation.gov.uk/uksi/2000/2334/contents/made