Returns Information

Before returning any products to us, please contact us first with your personal details and reasons for wanting to make a return. You will need to obtain a returns reference in order to complete your return. There are two options for contacting us to arrange your return:

OPTION A - contact customer services Contact our Customer Services department via phone or email to discuss your eligibility for a product return, the options available to you and how to proceed with completion of your return. Call us: 020 8908 4744  or  Email us: custserv@gaywaysltd.co.uk Mon-Fri: 8am - 5.30pm, Sat: 9am - 5pm

OPTION B - request your return online Use our Online Returns Form to request your product return. The information you provide will be used to contact you with instructions on how to proceed with the completion of your return.

When can I return a product?

Our returns policy is produced in accordance with and will always defer to the rights and remedies contained in our published terms and conditions, and in the event of any conflict between our terms and conditions and this policy the terms and conditions shall prevail.

For the avoidance of doubt, nothing in this policy shall affect or modify your statutory rights of cancellation in accordance with our published terms and conditions.

• If I change my mind...
• If the product is faulty...
• If the product has been damaged in transit...
• If I have received an incorrect item...
• If I am missing items from my order...

If I change my mind...

Should your purchases be unsuitable and you wish to return them to us for a refund or exchange then the following conditions will apply:

• You must inform us in writing giving notice of cancellation.
• Goods must be returned within 7 working days from the receipt of the Goods. If the Goods were received over 14 days ago and it has been less than 3 months since the Goods were purchased they can also be returned but a handling fee of between 15% and 25% will be charged.
• Our customer service department must be contacted before any return or fill in your returns form by logging in, and Customer Service team will respond back to you.
• All items should be returned in their original packaging and in a saleable condition to obtain a full refund. We reserve the right to charge for re-packaging where applicable.
• Carriage charges for unwanted returns will be at your expense.
• Transport packaging should be sufficient for the method of carriage. We cannot accept any responsibility for damage caused by your carrier.
• We cannot accept the return of any item that has been manufactured to your specification, or is clearly personalised, or liable to deteriorate or expire rapidly, or which by its very nature cannot be returned.
• Your return should be accompanied by a proof of purchase, your name, address and phone number, customer account number and order reference number (most of this information should be detailed on your invoice). To help us, to help you, we would appreciate you enclosing details of why you wish to return the product.

If the product is faulty...

If the goods are faulty or have become faulty and are within their warranty period (usually 1 year from purchase) please contact us with details of the fault. Our customer services team will get back to you and arrange for the goods to come back to us for repair - or offer a replacement if a repair will not be possible. However, Warranty only covers you if the item has a fault, and does not cover misuse of the item.


If the product has been damaged in transit...

Should you receive any parcel from us that contains damaged goods this should be notified to customer services, as soon as possible, but no later than 7 days from receipt, who will arrange for collection and replacement. Replacements will only be authorised once Gayways receive the product, and has been inspected by our workshop. If we feel the claim is acceptable, a replacement will be granted. If you have used a damaged item, it has been deemed as acceptable by yourself - you will only be entitled to a repair and not replacement. Please provide us with details of any damage. Our customer services team will get back to you and arrange for the goods to come back to Gayways for replacement.


If I have received an incorrect item...

If the contents of your delivery differ from what you were expecting/what appears on your invoice, please contact us stating the item you should have received and which item you actually received. Our customer services team will get back to you with a returns number and return address.


If I am missing items from my order...

Should any consignment be sent to you incomplete please contact our customer service department within 7 working days who will be pleased to investigate this for you and to arrange for the completion of your order. Please be aware that back-ordered items that are "to follow" do not constitute shortages.

If I have used the item, and decided it is not fit for purpose...

As a customer, you have the right to return your item. There will be a restocking charge to take the item back at a cost of 40% of the total value of the item. If the item is being returned with damage through use, then the item will need to go back to a nearest stockist or dealer for repairs. The repair cost will be the customers responsibility. The carriage cost will be the customers responsibilty to return back in appropraite packaging suited for that product. We will not be responsible for items being returned damaged in carriage, this will be the customers responsibility. Once the item has been booked in for repairs by your nearest stockist or dealer, the labour cost varies between stockist or dealer. We can support you in which stockist or dealer to go with. The cost of delivery back to manufacturer after repairs will also be the customers resposibility and costs will vary depending on the volumetric size of the product.