1. Cancelling before dispatch

If you contact us before your order has been dispatched or entered production, we will make reasonable efforts to cancel it and issue a full refund. Orders move through processing quickly, so cancellation before dispatch cannot be guaranteed.

If the order has already been dispatched, we may be unable to stop the parcel. However, this does not remove your applicable right to cancel an online purchase after delivery, as explained below.

2. Your 14-day right to cancel

For most goods bought online, UK consumers may tell us that they wish to cancel within 14 days after the day the goods are received, without giving a reason. After notifying us, you normally have a further 14 days to send the goods back.

To exercise this right, email info@goodsales-service.com before the cancellation period expires. Include your full name, order number, the item or items concerned and a clear statement that you wish to cancel.

3. Return eligibility and handling

You may inspect and handle an item as you reasonably would in a shop. Please return it complete, with its accessories, labels and original packaging where reasonably possible.

We may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. The absence of original packaging does not automatically remove your statutory rights, but any avoidable damage may affect the refund where permitted by law.

A receipt, order confirmation or other reasonable proof of purchase may be required so that we can identify the transaction.

4. Items that cannot normally be returned for change of mind

The statutory cancellation right may not apply to certain goods, including:

• personalised, customised or made-to-order goods;
• goods liable to deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for health or hygiene reasons once unsealed; and
• other items excluded by applicable consumer law.

These exclusions do not affect your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

5. How to start a return

1. Email info@goodsales-service.com with your order number and reason for return.
2. Wait for our customer service team to provide the correct return instructions and return address.
3. Pack the goods securely and include the return information requested by our team.
4. Use a tracked postal service and retain proof of postage until the return is complete.

6. Return postage and fees

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise. You will not be charged a restocking fee.

If goods are faulty, damaged, misdescribed, incorrect or otherwise non-conforming, we will cover reasonable return costs or provide an appropriate return method. Please contact us before paying for return postage so that we can provide instructions.

7. Faulty, damaged or incorrect goods

Please contact us as soon as reasonably possible if an item arrives damaged, is faulty, does not match its description or is not what you ordered. Include your order number and clear photographs of the item, packaging and shipping label where possible. Photographs help us investigate but do not limit your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair or replacement. Your rights under the Consumer Rights Act 2015 remain unaffected.

8. Refunds

Once a return is received, we will inspect it and notify you by email. For a valid cancellation return, we will issue the refund without undue delay and no later than 14 days after receiving the goods back or receiving acceptable evidence that they were sent back, whichever occurs first.

The refund will be made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may require additional time to display the funds after we have issued them.

Where required by law, the refund will include the original standard delivery charge. If you chose a more expensive delivery option, the additional amount above our least expensive standard delivery method is not normally refundable. Return postage is treated as described in section 6.

9. Late or missing refunds

If we have confirmed that a refund was issued but it has not appeared:

• check the original payment account again;
• contact your card issuer or payment provider, as posting times vary;
• contact your bank to ask whether the refund is pending; and
• if the funds are still missing, email us at info@goodsales-service.com.

10. Exchanges

Exchange availability depends on stock. The quickest option may be to return the original item and place a new order. If an item is faulty or incorrect, contact us before taking any action so that we can offer an appropriate remedy.

11. Contact us

Last updated: 31 August 2026