Returns Guidelines

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IMPORTANT: We cannot accept returns for refund or replacement without a correctly filled-out RETURNS FORM (see below to select the right form)

PLEASE NOTE: We can accept returns for items ordered provided that they are sent within 14 days of receipt of your order and we can only accept returns for unopened and unused items (unless the items were faulty when received).

Returns Guidelines - PLEASE READ BEFORE SENDING YOUR RETURN

  • - Please do not return items in unprotected letter envelopes - we recommend using the same parcel (re-sealed) that you received your order in, or another equivalent padded parcel such as a Mail Lite or Jiffy Bag. Please do not send items in standard envelopes.
  • - PLEASE NOTE: It could take up to 28 days for your returns parcel to reach us
  • - We cannot issue refunds for items after 90 days of purchase date

To return your an item/items(s) you have ordered, please follow your reason for return from the options below:


1. Faulty Items

REPLACEMENT WANTED: If you are sure that the item you received was faulty when delivered and you would like a replacement sent out to you, please return it to our returns department, together with a Faulty Items Return Form (1a) (right-click and 'save as'). Please be aware that all returned items are checked using our equipment to verify that they are genuinely faulty.

REFUND WANTED: If you are sure that the item you received was faulty when delivered and you would like a full refund for the item(s) in question, please return it to our returns department, together with a Faulty Items Return Form (1b) (right-click and 'save as'). Please be aware that all returned items are checked using our equipment to verify that they are genuinely faulty.


2. Incorrect Item(s) Received

REPLACEMENT WANTED: If you have received an item that you have not ordered that was sent to you in error and would like the correct replacement sent, please return it to our returns department together with the an Incorrect Item Return Form (2a) (right-click and 'save as')

REFUND WATNED: If you have received an item that you have not ordered that was sent to you in error and would like a refund, please return it to our returns department together with the an Incorrect Item Return Form (2b) (right-click and 'save as')


3. Authorised Return

If you would like to return your parcel for any reason other than above, please first contact Customer Support quoting your GoMemory order number (e.g. GMUK101103AM896). When Customer Support has athorised your return by replying to your message, please then download the Authorised Returns Form (3) (right-click and 'save as') and send it with your returning item(s)



What happens after I have sent my return?

As soon as we receive your parcel, we will dispatch the correct item(s) to you or issue a refund, as per your request.


Postal Methods for returning items

For all items or orders under £40 in value, please return by Royal Mail First Class Post (not Special Delivery) and make sure to obtain a 'proof-of-postage' slip from your Post Office counter when you send the item(s).

Any items from £40 to £100 in value, please send by Royal Mail Recorded Delivery only (not Special Delivery).

Any items above £100 in value, please send by Royal Mail Special Delivery only.


Refunds for return postage costs

Postage can be refunded only for returned products that are faulty or had been delivered incorrectly. A maximum of £1 for items under £40 in value will be refunded to your account in these cases, £2 for items between £40 to £100 value and £6 for items over £100 in value.

The cost for returning correctly-ordered items is the responsibility of the customer, except for cases where the item you are returning we sent it in error or the item was received faulty when delivered.