Refund policy

Refund & Returns Policy

Last updated: 16 October 2026

At Wright & Gather, we aim to provide quality products that arrive in the condition described.

We maintain a limited voluntary returns policy. While we do not generally accept change-of-mind returns where permitted by law, we take genuine product defects, shipping damage and incorrect orders seriously.

Nothing in this policy excludes or restricts consumer rights that cannot legally be excluded.

1. Change-of-Mind Returns

For customers in the United States, Canada and Australia, we do not generally accept voluntary returns or exchanges for:

Changing your mind after purchasing.
Ordering an incorrect size, colour or quantity.
No longer wanting or needing an item.
Personal preference or dissatisfaction where the product is not defective or misrepresented.

This applies to full-price, discounted, sale and bundle products, except where applicable law provides a right to cancel or return.

United Kingdom customers: Most qualifying online purchases have a statutory 14-day cancellation period after delivery, even where the item is not faulty. UK customers may notify us within this period and generally have another 14 days to return the goods.

For eligible UK change-of-mind returns, customers are responsible for direct return shipping costs unless otherwise required by law. Eligible refunds include the product price and any original standard delivery charge required to be refunded by law. Refunds are processed within the legally required period, generally no later than 14 days after we receive the goods back or evidence that they have been returned, if earlier.

Legal exclusions may apply to certain products, including qualifying customised or sealed hygiene-sensitive goods, where the law permits.

Other statutory cancellation rights, including applicable Canadian provincial rights, are also respected.

2. Damaged, Faulty or Incorrect Products

If your order arrives broken, damaged, defective, incomplete or different from the product ordered, contact us promptly.

We encourage customers to notify us within 7 days of delivery where reasonably possible, allowing us to investigate with our shipping and fulfilment partners.

This is a recommended reporting period, not a limitation on statutory rights for defective or nonconforming goods.

3. Evidence Required for Claims

To investigate a claim, we may reasonably request:

Your order number or another acceptable proof of purchase.
A clear description of the reported issue.
Photographs showing the product's damage or defect.
Photographs of the original packaging and shipping label, where available.
Additional photographs, a short video or other information where reasonably necessary.

We review claims individually and may request further details or arrange an appropriate product inspection before deciding how to resolve the matter.

Claims are not automatically approved simply because a customer requests a refund. However, we will not deny a valid statutory claim merely because a particular photograph, video or original packaging cannot reasonably be supplied.

4. Refund or Replacement Eligibility

Where a product is confirmed to be faulty, damaged, misdescribed or otherwise fails to meet an applicable consumer guarantee, we will provide the remedy required by law.

Depending on the circumstances, this may include:

Replacing the affected item.
Repairing the product where appropriate.
Refunding the affected product or order.
Providing another remedy agreed with the customer where legally permitted.

The available remedy may depend on the nature of the problem and the consumer laws applicable to the transaction.

5. Situations Generally Not Covered

Where no statutory remedy applies, we do not provide voluntary refunds or replacements for:

Damage caused by misuse, accidents, improper handling or neglect.
Damage resulting from using a product contrary to reasonable instructions.
Unauthorised alterations or modifications.
Normal wear and tear consistent with reasonable use.
Minor variations that were accurately disclosed in the product description and do not make the product defective.

These exclusions do not override statutory guarantees concerning acceptable quality, durability, safety or product descriptions.

6. Return Instructions

Please contact us before returning any product.

If a return is necessary, we will provide the appropriate return instructions and destination.

Do not send returns to the address on the original shipping label without authorisation, as this may belong to a third-party fulfilment provider.

Return shipping arrangements and responsibility for reasonable costs will be determined according to the reason for the return and applicable law. Reasonable return costs for confirmed defective goods will be reimbursed where required.

7. Missing or Undelivered Orders

If a shipment is reported as delivered but cannot be located, contact us with the order details.

We may investigate tracking records and available carrier delivery evidence before determining the appropriate resolution.

A delivery confirmation does not automatically remove any legal responsibility we may have for an undelivered order.

8. Refund Processing

Approved refunds will ordinarily be returned to the original payment method.

Processing times may vary depending on the payment provider and issuing bank.

We do not impose arbitrary refund deductions, restocking fees or penalties where prohibited by law.

9. Your Statutory Consumer Rights

Australia: Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Customers may be entitled to remedies for products that fail to meet those guarantees.

United Kingdom: Statutory online cancellation rights and rights relating to faulty, misdescribed or unsatisfactory goods remain unaffected.

Canada: Applicable federal and provincial consumer-protection rights, including mandatory cancellation or defective-goods remedies, remain unaffected.

United States: Applicable federal and state consumer-protection, delivery and refund requirements remain unaffected.

If any provision of this policy conflicts with applicable mandatory consumer law, that law will prevail.