Returns & Refund
According to the law, the consumer has the right to withdraw the contract within 14 days from receipt in case products are unused and packages are not broken/damaged.
The right of withdrawal is only for consumers, which means for a natural person who concludes a transaction not related to independent economic or professional activities. All other persons are not considered as consumers.
The precondition for the right of withdrawal is that products have not been handled in a way that differs from the way products would be handled in case of a physical store.
The consumer cannot use the right of withdrawal if she opens a sealed package of a cosmetic product which makes it impossible for the seller to offer the product to the next customer.
NB: to preserve the right of withdrawal, open the boxes and other packing carefully, and do not open the packages that are sealed for protection and where the removal of such seal would damage the packaging.
In the situation where the products, by their nature, cannot be returned by normal post, the consumer bears the costs of returning the goods.
The consumer must return the products to the seller within 14 days of the application for withdrawal.
If you have withdrawn from the contract and sent back the ordered products, Goosly will reimburse you the amount paid for the products and the original delivery cost within 14 days of the receipt of the withdrawal application.
The consumer bears the costs of delivery when returning the products. The seller will not reimburse the costs of returning delivery.
What are the reasons for a return?
- If you wish to return the order within 14 days of its receipt.
- If the product is under warranty.
- If the product is defective.
- If the product received has damage caused by transportation.
Products are not refundable if:
- products are without their original packaging,
- products have been opened or that do not have their original seal,
- products are damaged or incomplete,
- products are not acquired from Goosly (all our products incorporate security mechanisms that let us know whether you acquired the product from our store).
Bear in mind that lingerie products may not be returned; we strictly follow health and safety regulations.
In some cases, the products include gift batteries. If the batteries do not work, it does not mean that the product is not working. If the gift batteries are discharged and the toy needs new batteries, in this case, the product is not applicable to return.
On some occasions, very much to our regret, a package suffers damage during transport, affecting the items inside. If you have found a damaged package or has signs of having been handled and the products inside are affected, we will take care of it.
Keep in mind that a cardboard box could have been bashed, but the products inside can be in perfect condition. The packaging is to protect the products, so you should open the box carefully and check if the contents are in the correct condition. If there is no physical damage, there is no reason to declare a transport incident.
The product warranty is 2 years for new items. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date.
The period for processing warranty claims is generally from 3 to 7 working days. However, we always do our best to accelerate the process.
Please note that the product must be sent back to us in original packaging to process the warranty. Store the product in its original packaging and place that into another box. In this way, it will be protected during transport. You also need to include all the accessories.
Returns Contact Information
IMPORTANT – Please contact us prior to returning the item(s) to receive detailed instructions with valid authorisation number.
You can do so by emailing us on firstname.lastname@example.org or by filling out the form below.
When returning your faulty product, please make sure you provide the following details:
- Your full name
- Your order number
- Original order confirmation or invoice you received with your product
- The reason why you are returning the product (we might ask for a video or photo of product damage; it can be sent only through email)
- Contact phone number if not provided previously