Refund policy
Self-Service Returns:
To start your return, login to your account here: https://gopoxy.co.uk/a/returns
We have a 14-day return policy, which means you have 14 days after placing your order to request a return. Customer pays return shipping, returns labels are not provided. Please send your returns using ‘tracked’ delivery, and include your order number inside your parcel so that it can be identified at the depot.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in sellable condition and in its original packaging. You’ll also need the receipt or proof of purchase.
Exchanges may be possible after 14 days depending on stock availability and other factors. Please email support@gopoxy.co.uk with your exchange request.
Partial Returns of Multi-Pack / Box Quantity Products
Where products are purchased as a box quantity, bundle, carton, or other multi-unit SKU at a discounted bulk rate, partial returns may affect the pricing applied to the retained items.
If a customer returns only part of a box quantity order, any units retained by the customer may be recalculated at the standard individual unit Recommended Retail Price (“RRP”) before the refund is issued. The refund amount will therefore be based on the original order value less the full individual RRP value of the items retained.
Example:
A customer purchases a box of 30 units for £637.50 (£21.25 per unit discounted bulk rate). The standard individual unit RRP is £25.00. If the customer returns 10 units and retains 20 units, the retained units will be charged at the individual unit RRP:
- 20 units × £25.00 = £500.00
- Refund amount: £637.50 − £500.00 = £137.50
Free Gift & Promotional Threshold Adjustments
Where an order qualifies for a free gift, promotional item, or discount based on a minimum spend threshold, and a subsequent return reduces the net order value below the qualifying threshold, the Recommended Retail Price (“RRP”) of the promotional item or benefit may be deducted from the refund amount.
Customers may alternatively choose to return the free promotional item in unused condition to avoid this deduction, where applicable.
Example:
A customer receives a free toolkit valued at £55.00 on orders over £200.00. The customer later returns £100.00 worth of goods, reducing the net order value to £100.00 and therefore below the promotional threshold.
- Returned goods value: £100.00
- Less free gift RRP deduction: £55.00
- Refund amount: £45.00
We reserve the right to adjust refund amounts where promotional pricing, bundle discounts, or free gift offers would otherwise result in retained items being purchased below their standard retail value.
Return Shipping
If you are eligible for a refund and need to return the item, you may be responsible for the cost of return shipping, unless the item is defective or damaged upon receipt. Please contact our customer service team for further instructions on returning the item.
To start a return, you can contact us at Support@gopoxy.co.uk.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Support@gopoxy.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Items cannot be returned if they have been used or packaging seal broken. Items must be in a sellable condition if the purchaser wishes to receive a refund.
Unfortunately, we cannot accept returns on final sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@GoPoxy.co.uk.
Final Resolution and Limitation of Claims
Where a refund, replacement, store credit, or other form of goodwill compensation has been offered and accepted by the customer in response to a product concern or complaint, this shall constitute a full and final resolution of the matter.
By accepting such resolution, the customer agrees that no further claims, demands, or compensation (monetary or otherwise) will be pursued in relation to the same issue.
This clause does not affect your statutory rights under applicable UK consumer law.
Changes to Refund Policy
We reserve the right to update or modify this refund policy at any time. Any changes will be effective when posted on our website.