Returns and Refunds Policy
If you are thinking of returning an item, this page explains the most important steps in making sure that we are able to issue a refund or send replacement.
Please note that this policy exists in addition to your existing
statutory rights, which remain unaffected.
This policy does not apply to Business Customers.
100% Satisfaction
We are confident that you will be pleased with your purchase and are happy to have any items that do not meet your expectations returned to us for a refund.
Avoiding Returns
To avoid the hassle and cost of returns we kindly ask that you bear in mind the following:
- For technical reasons it is not possible to display 100% colour accurate pictures and some deviation may occur.
- Make sure you read the description and measurements as pictures can sometimes be misleading in terms of product size.
- If you spot a mistake or inconsistency in the description or colour naming, please tell us so that we can clarify and correct the error.
- Have you considered ordering just one of each item you are interested in as samples?
What items cannot normally be returned?
The following items/services are generally excluded from this policy or returns in general:
- Partially used gift vouchers
- Items that were sold as defective, sub-standard or damaged (usually at a vastly reduced price)
- Orders 'not as expected' where a sample was obtained beforehand
- Multi-item orders 'not as expected' where a smaller sample was not obtained beforehand to ensure suitability (in particular this means any item with a wholesale multibuy discount and/or order quantities of 4 or more)
- Optional delivery upgrades such as 'Next Working Day' delivery - i.e. only the 'Standard' or 'Bulk' fees will be refunded if you chose the 'Next Working Day' option (unless NWD is the only or cheapest option)
- Overseas delivery - Unfortunately we are unable to refund original delivery costs for returns from outside the United Kingdom
Your right to return
Ordered an item, but have no use for it?
Made a purchase, but the products turned out unsuitable?
Change of mind?
Not exactly what you expected?
We are pleased to offer our simple 7 days 100% Satisfaction returns policy for these situations.
Under the Distance Selling Regulations you have, as a consumer, an unconditional right to return within a 'cooling off' period of 7 working days. This period starts on the day after you receive your order. If you have had your order delivered to work please be sure to tell us that the order was made for personal use.
Please tell us about your wish to return the goods within the 'cooling off' period and take good care of the products by following these steps:
- Please do not use the products. If you have ordered several items of the same type and they come in sealed packaging then you should have opened at most one of them to check the product.
- Please keep the products out of adverse conditions. Smell (e.g. cigarettes or strong perfume), dust, steam, water and many others can seriously affect their resellability and thus our ability to provide a full refund for them and we reserve the right to make deductions up to the full value of the item if they are not 'as new' in any way.
-
Please do not open any free gifts that you may have received with your order.
These should also be returned to us in original condition with fully intact wrapping if applicable.
Alternatively you may keep them at their regular purchase price (please ask for advice if you would like to do so). -
Please wait for us to authorise your return. We will not issue refunds for unauthorised returns.
You should include identifying information such as your email address, order or transaction numbers, etc on a note inside the return parcel and post to:
GT Decorations
Merlin House
No.1 Langstone Business Park
Newport
NP18 2HJ
United Kingdom - Please ensure that you repack the goods sturdily and replace the old outer packaging if it is in bad shape or torn. Corners and edges should be completely sealed with packing or sealing tape to prevent leaks.
- You are responsible for the return postage costs.
- Please post items back as soon as possible for efficient processing (see below).
- Any carrier is acceptable, however we strongly suggest the use of an expedited courier or similar service that provides sufficient proof of dispatch, tracking and delivery as you deem appropriate, and a sufficient level of compensation to insure you against any loss or damage. Return packages are at your own risk until they are delivered to us.
- Please let us know when items have been sent and provide us with any available tracking information to avoid misunderstandings caused by reliability problems of the chosen delivery service.
Should you change your mind and decide to keep the items, please let us know immediately.
We would reasonably expect to hear from you within 7 days with confirmation
that the goods have been posted, or if you cannot make the return within this time.
If we do not hear from you within 7 days from authorising your return then
we may also consider this a change of mind.
Please note that your return may be rejected, or in rare cases
a handling/restocking fee charged, if goods are sent back later.
On receipt of the return goods, a full refund
(including delivery charges, see limitation on 'Next Working Day' service or
overseas delivery above) will be made by original means of payment.
If you are making a partial return, then please note that delivery charges will in
most cases not be refunded.
Discounts (multibuy, vouchers or delivery discounts)
A deduction will be made in respect of delivery that would otherwise have been payable
if you are making a partial return and the remaining part of
your order is now below the free/discounted delivery threshold
(£100 incl. VAT for UK delivery at time of writing)
or below another discount threshold.
Similarly if you are returning part of an item that received a multibuy discount
and the remaining quantity no longer qualifies for the discount,
then that multibuy discount will be deducted from your refund
as if you had originally ordered the lower quantity without discount.
Unwanted Gifts
If you are the receiver of a gift and don't like it, you may contact us for
a return directly. If you explain the situtation the refund will be
sent to you directly and we will not tell the sender about it.
Please be aware that delivery charges can unfortunately not be refunded in this case.
Please also see the above for general return instructions.
If on the other hand your gift is damaged or short-delivered then please ask the sender of the gift to contact us directly, following the instructions below.
What if it's our fault?
We may have sent an incorrect item, a product arrived damaged, or the quantity was incorrect. These are very regrettable situations which we will try to resolve with you.
You must notify us within 48 hours of delivery if this happens. Please retain all packaging and documentation as it may prove helpful to our investigation.
In these cases your reasonable return postage costs will be refunded if returns are required and replacements are of course also free of charge.
If you opt for a refund rather than replacement then we will refund the full amount paid including delivery charges (see restrictions above).
Incorrect Items
On rare occasion an incorrect item may be sent. If we don't notice ourselves later-on and you don't mind, then please feel free to keep the item(s).
On the other hand if you would like a replacement, please contact us as soon as possible. We will provide you with instructions on returning the wrong items and will post replacements on receipt thereof.
Damaged Items
All items are checked before they are packed and leave us in pristine condition. However, damage can occur during transit in which case we would ask you to contact us promptly with a description of the damages and, if available, digital pictures clearly showing any damages. Please retake blurred pictures as they cannot really prove or show anything.
We will assess whether you should return the damaged items and post replacements as soon as possible. We may sometimes need to wait for items to be returned to us before sending replacements or issuing a refund.
Please note that, if the damage cannot be proven by inspection, we may need to charge a handling fee on the return and/or replacements goods.
Short-delivered Goods
We try to ensure that all orders are carefully handled at all stages. It can however happen that due to a simple miscount an incorrect quantity is sent out.
If you discover short-delivery, please contact us within 48 hours from delivery and we will send the missing goods. Please note that we may need to consult with staff prior to despatch to try and validate the claim.
Business Customers
A 15% handling fee will be applied to all business returns,
except for individual items that have been bought as samples.
The timeframes and procedures are otherwise generally as above.
Returns Quick FAQ
Questions:
Answers:
- How long do I have to return the items?
- When you first tell us that you wish to return items, we will email you instructions, e.g. where to post. We think it should be reasonably expected that a return is made promptly and that you should be able to post the items back within 7 days. If you expect not to be able to do so, then please tell us.
- What if I don't contact you or return the items within that period?
- We would consider this to indicate a change of mind and that you no longer wish to make a return. Please note that a return may be rejected or a handling/restocking fee charged if goods are sent back later.
