Refund policy
Last updated: 27th November 2025
This policy applies to consumer purchases made online at Gongster’s Paradise. It does not affect your statutory rights under UK law.
1. Our 14-day returns policy (change of mind)
We have a 14-day returns policy for most items, which means you have 14 days from the date you receive your item to request a return if you’ve changed your mind.
To be eligible for a change-of-mind return:
-
Your item should be in the same condition that you received it, ideally unused, with tags, and in its original packaging.
-
You may handle and inspect the item to decide if you want to keep it, but if it has been used more than would be reasonable in a shop, we may reduce your refund to reflect any loss in value.
-
You’ll need the receipt or proof of purchase.
To start a return, contact us at info@gongstersparadise.com
Please return items to our returns address as confirmed in our email.
Items sent back to us without first requesting a return may not be accepted.
This store policy sits alongside your statutory right to cancel certain online purchases within 14 days (see section 5).
2. Return shipping costs
-
For change-of-mind returns, you are responsible for the cost of return postage. We can provide you with a prepaid return label and deduct the cost from your refund, or you can arrange your own tracked service.
-
For faulty, damaged or incorrect items, we will cover the cost of return postage (see section 3).
3. Faulty, damaged or incorrect items
Please inspect your order on arrival and contact us as soon as possible at info@gongstersparadise.com if:
-
your item is faulty or defective,
-
your item is damaged on arrival, or
-
you received the wrong item.
We’ll evaluate the issue and put it right in line with your legal rights, which may include a repair, replacement or refund.
Where items are faulty, damaged or misdescribed:
-
You are entitled to a refund, repair or replacement in accordance with the Consumer Rights Act 2015.
-
We will cover the reasonable cost of returning the item to us or provide a prepaid return label.
-
These rights apply to all items, including sale or discounted items.
4. Items that cannot be returned (change-of-mind)
We cannot accept change-of-mind returns for the following:
-
Custom or personalised products (for example, made-to-order or engraved items).
-
Digital downloads (where applicable).
-
Perishable items (e.g. food, flowers, plants).
-
Personal care goods (such as certain beauty or hygiene products), where the seal has been broken.
-
Hazardous materials, flammable liquids or gases.
-
Gift cards and vouchers.
-
Sale items, where stated at the time of purchase.
This section relates to change-of-mind returns only and does not affect your rights to a refund or replacement for faulty, damaged or misdescribed items, or your statutory cooling-off rights for eligible online purchases.
If you’re unsure whether your item can be returned, please contact us at info@gongstersparadise.com before purchasing or returning.
5. UK & EU cooling-off period for online orders
If you are a consumer in the United Kingdom or the European Union and your merchandise is being shipped to the UK or an EU country, you have a legal right to cancel most online orders under consumer protection laws.
You may cancel your order within 14 days of receiving it, for any reason and without justification. You then have a further 14 days from the date you notify us of cancellation to return the goods.
To exercise this right:
• Email us at info@gongstersparadise.com within 14 days of receiving your order, stating that you wish to cancel all or part of your order.
• Return the items to our returns address within 14 days of telling us you wish to cancel.
The items should be returned in reasonable condition. You may handle goods to inspect them as you would in a shop, but if they have been used more than this, we may reduce your refund to reflect any loss in value.
Unless the item is faulty, you will usually be responsible for the cost of returning it (see section 2).
6. Exchanges
The quickest way to get the item you want is to:
-
Return the item you have (following the process above).
-
Once the return is accepted and your refund processed, place a new order for the replacement item.
Where possible, we may also be able to arrange a direct exchange – please contact us to discuss options.
7. Refunds
We’ll notify you once we’ve received and inspected your return and let you know whether the refund is approved.
If approved:
-
We’ll issue the refund to your original payment method.
-
We aim to process refunds within 10 business days of approving the return. Your bank or card issuer may take additional time to show the refund on your statement.
If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at info@gongstersparadise.com.
8. Your statutory rights
Nothing in this policy affects your statutory rights under UK law, including your rights in relation to faulty or misdescribed goods and your rights to cancel certain online purchases.