30-Day Returns and Refund Policy
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of dispatch of the product to you. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full or exchange. Return time may be extended under some circumstances, such as in remote countries;
(b) The returned product is unused, untested in its original unopened or undamaged packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new. To be eligible for a return, your item must be unused and in the same condition that you received it.
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then place a covering note quoting that number on the product. Fill out this document, sign it and send it to us over the contact form or email.
– Download (.pdf) 30-Day Money-Back Guarantee Form
3.2 Under our return policy, we will provide you with the drop-off location for returning the product. We’ll let you know where you need to take the fully packed product. Typically, this location will be the nearest DPD or DHL facility to your address.
3.3 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable and go from 60 EUR to 120 EUR, depending on your geographical location. If you receive a refund, the cost of return shipping will be deducted from your refund.
4.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy. 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 period of 30 days.
4.2 We will not refund to you the original delivery charges relating to the returned product.
4.3 We will not refund to you any costs you incur in returning the product to us.
4.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
4.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
5. Late or missing refunds
5.1 If your return with the refund was approved by us, and you did not receive it in 30 days, do not open a payment dispute, as this may result in additional delay. Instead, follow the steps:
(a) First check your bank account or Paypal account again.;
(b) then contact your credit card company, it may take some time before your refund is officially posted,
(c) Next contact your bank. There is often some processing time before a refund is posted.
(d) If you’ve done all of this and you still have not received your refund yet, please contact us.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of the such an additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
7. Our details
Gtwo Group Limited
RM 7B One Capital Place 18
Luard Road Wanchai HK
Hong Kong 999077
7.3 You can contact us:
(a) by post, to the postal address given above;
(b) using our website contact form; or
(c) by email, using the email address published on our website.