Last updated: 18 August 2026
We want you to be happy with your GotStuffUK purchase. This policy explains how cancellations, returns, replacements and refunds are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
Cancelling an online order
For eligible goods purchased online, you may cancel your order without giving a reason by contacting us within 14 days of receiving it.
After telling us that you wish to cancel, you have another 14 days to return the goods.
To request a cancellation or return, email gotstuffuk@gmail.com and include:
- Your name
- Your order number
- The product being returned
- The reason for contacting us, if the product is faulty or incorrect
Please wait for return instructions before sending anything back.
Personalised and custom-made products
The statutory change-of-mind cancellation right does not normally apply to goods that are:
- Made to your individual specifications
- Personalised with a name, image, wording or design
- Produced from artwork or files supplied by you
- Clearly customised specifically for you
Please check all names, wording, colours, dimensions and artwork carefully before approving a personalised order.
A product is not treated as personalised merely because it is produced after an order is placed. Standard catalogue products remain covered by the usual cancellation rules where applicable.
If you need to cancel a custom order, contact us as quickly as possible. We may be able to stop production, but cancellation cannot be guaranteed once custom production has begun.
Personalised and custom-made products can still be returned when they are faulty, damaged, incorrectly produced or not as described.
Return condition
Unless an item is faulty, damaged or incorrect, it should be returned:
- Unused and in resalable condition
- With its original packaging where reasonably possible
- With all included parts and accessories
- Securely packaged to prevent damage in transit
You may inspect an item as you would in a physical shop. We may reduce a refund if the item has been handled beyond what is reasonably necessary and this has reduced its value.
Return postage
For change-of-mind returns, you are responsible for the direct cost of returning the item.
We recommend using a tracked postal service and retaining proof of postage. You remain responsible for the returned parcel until it reaches us.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will provide appropriate return instructions and cover reasonable return costs where required.
Returns must be sent to:
GotStuffUK Returns7 Goyt Crescent
Stockport
SK1 2HA
Do not return goods to Towyn Market unless we have agreed this with you in advance.
Refunds
Once your return has been received and checked, we will confirm whether the refund has been approved.
Approved refunds will be made using the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned goods or acceptable evidence that they have been sent back.
For an eligible cancellation, we will also refund the cost of the least expensive standard delivery option offered when the order was placed. Additional costs for express or upgraded delivery are not refundable beyond the standard delivery amount.
Your bank or payment provider may take additional time to display the refund after it has been processed.
Faulty, damaged or incorrect goods
Goods must be of satisfactory quality, fit for purpose and as described.
If your order arrives damaged, faulty, incomplete or incorrect, email gotstuffuk@gmail.com as soon as reasonably possible. Ideally, include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging if it was damaged in transit
Reporting transit damage promptly helps us investigate it with the delivery company, but a delay in reporting does not remove your statutory rights.
Where applicable, we will offer an appropriate remedy such as:
- A full refund
- A repair
- A replacement
- A partial refund
Under UK consumer law, you may have a short-term right to reject faulty goods within 30 days of delivery. Other rights to repair, replacement or refund may continue after this period.
Colour and handmade variation
Many GotStuffUK products are 3D printed, hand finished or hand painted. Minor variations in colour, texture, layer lines, surface finish or painted detail can occur as part of the production process.
These natural variations are not normally considered faults unless the product is materially different from its description, damaged or unsuitable for its intended purpose.
Colours may also appear slightly different depending on screen and display settings.
Sale items
Sale and discounted products have the same statutory rights as full-price products.
Eligible online sale items may be returned under the change-of-mind rules described above unless they are personalised, custom-made or otherwise legally excluded.
Exchanges
If you would like a different standard product, contact us at gotstuffuk@gmail.com.
Where possible, we may arrange an exchange. Depending on the circumstances, you may instead be asked to return the original item for a refund and place a new order.
Purchases made at Towyn Market or another event
For products purchased in person, we are not legally required to accept a return simply because you have changed your mind.
Your statutory rights still apply if the product is faulty, not as described or not fit for purpose.
Please provide proof of purchase when contacting us about an in-person transaction.
Products that cannot be returned
Unless faulty, damaged, incorrect or not as described, returns may not be accepted for:
- Personalised goods
- Goods made to your individual specifications
- Products created using customer-supplied artwork
- Items damaged through misuse, neglect or unauthorised alteration
- Items returned after the applicable cancellation period without prior agreement
Contact us
For cancellations, returns or refund questions, contact:
GotStuffUK
Email: gotstuffuk@gmail.com
Returns address:
7 Goyt Crescent
Stockport
SK1 2HA
Please include your order number whenever possible.