Cancellations and Returns

Placing Your Order

After following a set of simple instructions on our website, you can place the order for your product(s) by pressing the 'Place Your Order' button at the end of the check-out process.

There will be an on-screen acknowledgement of your order. Shortly after your order has been placed we will send you an e-mail confirming your order, the delivery option chosen and the total order cost. Please note that this is an acknowledgement of your offer to purchase the product(s) and is not an acceptance of your order.

Once we accept your order, a contract is made and we will dispatch the product(s) from our warehouse. If your order has not been accepted - see Refusal of Order or if you have cancelled your order – refer to Order Cancellation, Returns & Refunds.

Order confirmation

Shortly after your order has been accepted you will receive an order confirmation email. Please keep it in a safe place, as we may ask you for information relating to this confirmation in any correspondence. If you have not received this email, please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Where is my order confirmation?” We can then investigate and confirm that your order has been placed successfully.

 

Product Availability

We will only accept orders for products that are available in stock. Please note that multiple orders will be dispatched when all items are available. In the unlikely event that any of the items you have order are out of stock or become out of stock, a member of our team will contact you using the contact details you have provided.

Order Refusal

We may decline your order for any reasons. If we do decline your order, you will receive a notification email notifying you that your “Order has been refused and cannot be processed”. If your order has been refused because we are unable to obtain authorisation of your payment, then we may invite you to pay via an alternative payment method.

Prices & Payment

All prices quoted on our website are inclusive of VAT at the current rate. Prior to placing your order you will be notified of the total order cost inclusive of delivery charges.

We accept payment by MasterCard, Visa, Switch, Solo, Delta and PayPal.

Subject to payment authorisation, payment will be taken from your card once you confirm to “Place my order”. In the event that we are unable to supply the product, we will notify you and provide a full refund if payment has already been taken.

Although we try very hard to ensure that all the information on our website is correct, occasionally errors may occur. If we discover an error in sales price or product description, we will let you know and confirm if you wish to proceed or cancel your order.


Cancellations, returns & refunds


Order Cancellation

If you change your mind, you can cancel your order at any time before goods are dispatched from our warehouse.

Should you wish to cancel your order, you should inform our Support Team immediately at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Cancel my order”. Once the order cancellation has been authorised, you will be required to follow the necessary Returns & Refunds procedure – please see the Refusal of Order section for more information.

Amending Your Order

In most circumstances, it is not possible to make changes to your order once the order has been confirmed.

If you would like to change delivery address details, remove items or cancel your order entirely, please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Amend my order”. Please ensure that you have your order number and order date to hand.

The limited changes that can be made to your order must be authorised by our Support Team and will be dependent on the goods not having already been picked at our warehouse and dispatched for delivery.

Non-Faulty Products - Refunds Only

If you are dissatisfied with your products and wish to request a return and refund, this must be made within 14 working days of receipt of the goods. To request a return and full refund, please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Non Faulty Refund”.

Goods must be returned to and received into our warehouse within 21 days of return and refund authorisation. Goods returned to warehouse without prior authorisation will be returned back to you, and the delivery cost will be charged to your account.

All product(s) and accessories must be returned and received into our warehouse in an unused and re-sellable condition. For the return of products purchased within a promotion bundle or special offer, all products within the bundle must be returned in an unused and re-sellable condition. All products and accessories returned must be in their original packaging.

You must take reasonable care of the goods whilst in your possession; you will be liable for any damages caused during transit. If goods are not returned to us in the condition referred to above, we are unable to accept products and process a refund, therefore products will be returned back to you and the cost of delivery will be charged to your account. Should you fail to return the goods, we reserve the right to charge you the full cost of recovering the goods.

Once goods have been received by our third party contractor, we will issue a refund for the full cost of the goods returned inclusive of any initial delivery charge paid to your original payment method.

If you have any queries in relation to our returns process please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Goodmans Shop Returns”.

Faulty Products - Replacements

In the event that a fault to your product(s) should develop, please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Goodmans Shop Faulty Returns”.

We offer a replacement service on all goods during the relevant warranty period, should you wish to return or exchange a faulty item we will require proof of your original purchase.

Any claims for faulty products must be advised within 12 months of delivery and within 3 months for reconditioned or graded products. Any claims made outside of the advised warranty period will not be authorised and replacements will not be issued.

The return of goods will not be accepted without prior authorisation and a valid returns authorisation number. Goods sent to our third party contractor without prior authorisation will not be accepted and you will be requested to arrange collection of these goods at your cost.

We will arrange collection of “faulty goods” at our cost, once goods have been received they will be photographed, checked and tested for the advised fault. If goods do not match the suggested criteria or are found to be in working order we have the right to request collection of goods at your cost and no replacements will be issued. No replacements will be issued for any incorrect items received.

To assist in the smooth running of replacement goods, it is important that goods are packaged and returned together with all accessories and adequate packaging. Any goods received damaged at our Third Party contractor will be held for collection at your cost and no replacement will be issued.

If you have any queries in relation to our returns process please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Returns Help”.

Damaged Goods

Although care is taken to deliver all goods in perfect condition, unfortunately issues can sometimes occur. Any goods that have been damaged in transit must be reported to Goodmans within 7 days of the delivery date, please contact our please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Damaged in Transit”.

If goods are visibly damaged upon receipt, please sign the delivery note accordingly. After we have been notified of any damages caused in transit, we will arrange collection from you and once goods have been received into our warehouse, we will issue a full refund to you via your original payment method.

If you have any queries in relation to our returns process please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Damaged Goods”.

Incorrect Goods

In the rare case that we supply you with a product other than that which was ordered, we request that you report the issue to Goodmans within 7 days of the delivery date. Please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Incorrect Delivery.

Once the issue has been reported to us, we will arrange collection of the goods from you. Upon return to our warehouse products will be inspected and reviewed - all products must be returned in an unused and re-sellable condition in their original packaging and include all accessories. Goods must not have been used or installed and must be returned in their original condition.

If you have opened the packaging to examine the goods, you must not have damaged or marked the goods or packaging. Any products collected and received that are not in their original condition will be returned back to you and the cost of delivery will be charged to your account.

If you have any queries in relation to our returns process please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Incorrect Goods”.

Risk

Once goods have been delivered and delivery has been accepted we are no longer responsible for the items, any loss or damage to the goods will be at your own risk.

We will only ever make deliveries to the delivery address stated on the order form and goods will not be left without a signature. Any transit damage, shortages or incorrect deliveries must be noted at the time of delivery.

Time Limitation for Notification of Claims

It is your responsibility to report and note on the carriers delivery note any damaged goods, shortages or incorrect deliveries and to report any claims to Goodmans within 7 days of the delivery date.

Unless we are notified within 10 days from the expected delivery date, Goodmans will not accept liability for any goods lost in transit.

For all notification of claims please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Returns”.

Customer complaints

If you would like to report a complaint, please contact our Support Team at www.goodmans.co.uk/support and select the orange support banner in the bottom left corner of your screen. Type “Help” and we will do our best to resolve the problem.