Refund Policy

Refunds & Returns

1. Returning Unwanted Items

You have 30 days from the date your order is delivered to return it.

Before sending anything back, please contact our support team at contact@gowcommerce.com to get approval and instructions for your return or exchange.

Items must come back unused, unworn, unwashed and in their original packaging. Please put your full name, address and order number inside the parcel.

Hold on to your proof of postage or tracking number, as we can't take responsibility for parcels lost on the way back.

Return shipping for unwanted items is paid by the customer and is non-refundable, including the cost of sending items to our UK returns address.

2. Cancelling an Order

Orders can be cancelled within 6 hours of purchase, as long as they haven't shipped yet.

To cancel, send your order number to contact@gowcommerce.com.

Once an order is in the shipping system it can no longer be cancelled. In that case, please let the delivery go ahead and then request a return.

If a parcel is refused on delivery, the courier will dispose of it and we won't be able to issue a refund.

Approved cancellations are refunded within 3–5 working days, although some banks take longer to show the refund.

3. Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives and let us know right away if anything is damaged, faulty or not what you ordered.

We may ask for photos or a video so we can assess the problem.

After approval, faulty or incorrect items should be sent back to our UK HQ for inspection.

If the item is confirmed as defective, you'll receive a full refund or a replacement, and we'll cover the return postage.

4. Exchanges

To request an exchange, email contact@gowcommerce.com with "EXCHANGE" in the subject line.

Our team will check stock availability and send you the next steps.

Exchanges must be requested within 30 days of receiving your order.

If the item you want isn't available, we'll suggest an alternative or refund you instead.

5. Refunds

When your return arrives, we inspect it, confirm approval and refund you to your original payment method.

Refunds are usually completed within 3–5 working days of approval, though your bank or payment provider may take a little longer to show the funds.

6. Parcels Returned to Sender or Not Collected

If a parcel comes back because the address given was wrong, or because the courier couldn't deliver it and it wasn't collected within 7 days, the courier will destroy it. In that case we can't issue a refund or send the order again.

Please check your shipping address carefully at checkout and pick up any parcel promptly once you're notified.

7. Lost or Stolen Parcels

If you think your parcel has been lost or stolen, write to contact@gowcommerce.com.

We'll confirm your shipping details and work with our logistics partner to investigate.

8. Refused Deliveries (RTS)

If you refuse your order or don't accept the parcel from the courier, it may be marked as Return to Sender (RTS).

Unfortunately, RTS parcels don't come back to us. Once a parcel is marked RTS, the courier may destroy or dispose of it, so the goods never reach us.

Because we can't recover the original goods, we're unable to refund in this situation. We can, however, send the order to you again.

Before ordering, please make sure your shipping details are correct and that you'll be available to accept the delivery.

9. Shipping Delays and Priority Processing

If your parcel hasn't arrived within 30 working days of dispatch, you're entitled to a full refund.

Priority Processing orders are handled first in our warehouse, then follow standard delivery times once dispatched.

Need Help?

For any question, or to start a return, exchange or claim, email contact@gowcommerce.com. Our support team aims to reply within 1–2 working days.