This policy explains your right to cancel an order, how to return goods, and your rights if goods arrive faulty, damaged or incorrect. It reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here affects your statutory rights.
1. Your right to cancel — consumers
1.1 If you are buying as a consumer, you may cancel your order within 14 days of the day you receive the goods, without giving a reason.
1.2 Where an order is delivered in several instalments, the 14-day period runs from the day you receive the last item.
1.3 This right does not apply to bespoke, personalised, embroidered or printed-to-order goods (see section 5), except where they are faulty.
2. How to cancel
2.1 Tell us clearly that you wish to cancel — by email to sales@gctrade68.com or by post to the return address in section 8 — within the 14-day period. Quoting your order number helps us deal with it quickly.
2.2 You may use the following wording: “I hereby give notice that I cancel my contract of sale of the following goods [order number, description, date of order and your name and address].” You do not have to use these words.
3. Returning the goods
3.1 After cancelling, please return the goods to us within 14 days.
3.2 The goods should be unused and in a resaleable condition, with any tags and packaging. You may inspect them as you would in a shop, but you are responsible for any reduction in their value caused by handling beyond that.
3.3 Unless the goods are faulty or not as described, you are responsible for the cost of returning them. We recommend using a tracked service and keeping proof of postage, as the goods remain your responsibility until they reach us.
4. Refunds
4.1 We will refund you within 14 days of receiving the goods back, or of your showing proof that you have returned them, whichever is sooner.
4.2 We refund to the original payment method.
4.3 Your refund includes the standard delivery cost you paid. If you chose a more expensive delivery option, we refund only the standard cost.
4.4 We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods.
5. Bespoke and personalised goods
5.1 Goods that are made, embroidered, printed or otherwise personalised to your specification cannot be cancelled or returned under section 1, because they are made to order and cannot be resold.
5.2 This does not affect your rights if such goods are faulty, damaged or not what you approved (see section 6).
6. Faulty, damaged or incorrect goods
6.1 Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
6.2 If goods are faulty, damaged in transit or not what you ordered, you have the short-term right to reject them within 30 days for a full refund. After that, you are entitled to a repair or replacement and, if that is unsuccessful, a price reduction or the final right to reject.
6.3 Where goods are faulty or not as described, we will cover the cost of return and of any replacement.
6.4 Please tell us as soon as you notice the problem, with your order number and, if you can, a photograph, so we can put it right quickly.
7. Business customers and credit accounts
7.1 The consumer cancellation right in section 1 does not apply to business customers, including companies, partnerships and sole traders buying for business purposes.
7.2 We accept returns from business customers at our discretion. Returns must be authorised by us in advance, made within 14 days of delivery, and cover unused goods in their original condition and packaging. A restocking charge may apply, and bespoke goods are non-returnable.
7.3 Business customers should inspect goods on delivery and report any shortage, damage or defect within 3 working days, in line with our Terms & Conditions.
8. How to return goods — the details
8.1 Send returns to: GC Trade 68 Ltd, Unit 3 Meadow Business Park, Piperell Way, Haverhill, Suffolk, CB9 8QX.
8.2 Include your order number and your name inside the parcel so we can identify your return.
8.3 For any question about a return, contact us at sales@gctrade68.com or on +44 7359 827569.