Returns, refunds and your right to cancel
This page covers everything to do with sending goods back and getting your money back: how long you have to change your mind, how you tell us, where you send the parcel, who pays for the return postage, and how and when the refund reaches you.
It applies to orders agreed by email following an enquiry through gadgerz-shoppy.com or by email. If anything here is unclear, email us at info@gadgerz-shoppy.com or call +44 7311115482. A person on our team will answer you, in English.
In short
- You have 14 days to change your mind, and you do not have to tell us why.
- The 14 days run from the day your parcel arrives, not from the day you ordered.
- You tell us by emailing info@gadgerz-shoppy.com. You can use the form further down this page, or simply write in your own words.
- We reply within 24 business hours with the exact address to send the parcel to and your return number.
- If you have simply changed your mind, return postage is at your expense. If the item is faulty, wrong or arrived damaged, we pay for the return.
- We refund you by the same method you used to pay, or by bank transfer if that is not possible, within 14 days, subject to the cancellation rules below.
You have 14 days to change your mind, and you do not have to give a reason
If you buy as a consumer, that is for your own use rather than for a business, the law gives you a right to cancel: you can cancel the purchase within 14 days, send the goods back and get your money back.
You do not owe us an explanation. You do not have to show that anything is wrong with the product. We will not ask for a reason and we will not try to talk you out of it. The colour is not what you hoped, the vacuum cleaner is bulkier than you expected, you have found something you like better: those are all perfectly good reasons, even if you keep them to yourself.
This right comes from regulations 27 to 38 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing written on this page can take those rights away from you or cut them down.
When the 14 days start and how you cancel
When the countdown starts
The 14 days start on the day you, or someone you have nominated, physically take delivery of the goods. What the courier’s system says is not the point: what counts is the moment the parcel is in your hands.
| How your order arrived | When the 14 days start |
|---|---|
| One product, one parcel | The day the parcel is delivered |
| Several products in one order, delivered separately | The day you receive the last product |
| One product split across several parcels (a bulky item, for example) | The day you receive the last parcel |
A worked example: your parcel arrives on Thursday the 5th. The first day of the period is Friday the 6th, and the last day to tell us you are cancelling is Thursday the 19th. If the fourteenth day falls on a Sunday or a bank holiday, you have until the next business day. All that matters is that your message is sent by that day. The parcel does not need to be on its way yet.
How you tell us you are cancelling
Your message has to be clear, in the sense that it has to say plainly that you want to cancel the purchase. There are three ways to do it:
- By email to info@gadgerz-shoppy.com. This is the quickest and simplest route, and our written reply doubles as your proof.
- With the model cancellation form set out below: copy it, fill it in and send it to us by email to info@gadgerz-shoppy.com.
- By phone on +44 7311115482. If you call, we send you a confirmation email straight away, so the date is on record in writing.
Keep our reply. If there is ever a dispute, it is for you to show that you cancelled within the 14 days, and our email with its date and time is the easiest evidence to produce.
You do not need recorded delivery. You do not need a solicitor. You do not need to work your way through a complicated online form.
Model cancellation form, already filled in with our details
This is the model cancellation form set out in Schedule 3, Part B, of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We have already filled in our side of it, so all that is left is yours. Using it is entirely optional: an email in your own words carries exactly the same weight.
Complete and return this form only if you wish to withdraw from the contract.
To: Scalefuel Ads Ltd
Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Email: info@gadgerz-shoppy.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:
_______________________________________________
Order number: _______________________________
Ordered on: ___________________________________
Received on: __________________________________
Name of consumer(s): _________________________
Address of consumer(s): _______________________
Telephone: ____________________________________
Email: ________________________________________
IBAN or account details (only if we need to refund you by bank transfer): _______
Name of the account holder: ___________________
Signature of consumer(s) (not required when this form is sent by email): _______________________
Date: _________________________________________
[*] Delete as appropriate.
How to get hold of the form
- Copy it: select the text above with your mouse, copy it and paste it into your email.
- Print it or save it as a PDF: press Ctrl+P on Windows or Cmd+P on a Mac, then choose your printer or “Save as PDF”.
- Ask us to send it: email info@gadgerz-shoppy.com and we will reply with the form attached, within 24 business hours.
How a return works, step by step
- You write to us. Send an email to info@gadgerz-shoppy.com giving us: your order number, the name the order was placed in, the name of the product you want to send back, the date the parcel arrived and, if you can, a photo or two of the product and the box.
- We reply within 24 business hours. Our reply contains the return number to write on the parcel, the full address of the warehouse to send it to (our stock is held in Italy) and instructions on how to pack it.
- Wait for our reply before you post anything. The return address is not the same as the company’s registered office. A parcel sent to the wrong address can come back to you and hold up your refund.
- Pack the product. Put everything back in the original box if you still have it, together with accessories, manuals and cables. Protect the outside with a second box or with wrapping, so the carton does not arrive battered.
- Post it within 14 days of the day you told us you were cancelling. Use whichever courier or post office you prefer and ask for a receipt or a tracking number: it is your proof of postage, and it also lets us start your refund sooner.
- Send us the tracking number by email. When the parcel reaches the warehouse we check it and write to confirm that the return has been accepted.
- We refund you by the same method you used to pay, or by bank transfer if that is not possible, within 14 days, subject to the cancellation rules below.
You do not need to be at home at a set time, and we will not send a courier to collect without warning you. You post the return yourself, whenever suits you, within the 14 days.
Who pays for the return postage, and what it costs
It depends on why the item is going back. The rule is simple: if the problem is ours, we pay; if you have changed your mind, you pay. That is how regulation 35 of the 2013 Regulations works.
| Situation | Who pays the return postage | What we refund |
|---|---|---|
| You changed your mind (cancellation within 14 days) | You | The price of the goods plus the standard delivery charge you paid |
| The product is faulty or is not as described | Us | Everything, at no cost to you |
| We sent you a different product from the one you ordered | Us | Everything, at no cost to you |
| The parcel arrived damaged in transit | Us | Everything, at no cost to you |
When the return is at your expense, you pay only what your chosen courier or post office charges you. We add no commission, no handling fee and no penalty of any kind. The cost depends on the weight and size of the parcel and on the carrier, so we cannot print one figure here that would be true for every product: a small kitchen appliance and a bulky robot vacuum are not going to cost the same. Write to us before you post it and we will give you a realistic estimate for that item, based on its size and your address.
When the return is at our expense, you are not out of pocket at any point: either we send you the shipping instructions, or we reimburse your courier receipt along with everything else.
What condition the product has to be in
You are allowed to open the box and try the product. That is entirely legitimate: you have the right to handle it as you would in a shop, to see how it is made, what it does and whether it works.
So yes, you can take off the packaging, fit a brush or an accessory, plug it in, switch it on and run it for a few minutes.
What does affect your refund is genuine use. If the product comes back showing signs of sustained use, scratches, dirt, or with parts missing or broken, the law allows us to deduct an amount equal to the loss in value (regulation 34(9) of the 2013 Regulations). We do not refuse the return: we refund less, and we tell you in writing how much less and why, with photographs of what we received.
Some practical examples, drawn from the products we sell:
- Full refund: a vacuum cleaner tried for a few minutes and put back in the box with all its accessories.
- Reduced refund: a robot vacuum used for days, with a dirty dust bin, worn brushes and scratches on the casing.
- Reduced refund: a garden tool used outdoors, with a blade that is caked in soil or marked.
- Reduced refund: a pot or pan that has already been used on the hob.
The original box helps, but it is not compulsory: if you have thrown it out, your return is still valid. Do pack the product well in another carton, though, because damage done on the way back counts as loss in value.
When you cannot cancel
The law sets out a few exceptions. In our catalogue they apply to very few items, and where they do we tell you before you order, on the product page itself:
- Goods made to your specification or clearly personalised, for instance an item engraved with a name or made to a size you have given us.
- Sealed goods which are not suitable for return for health protection or hygiene reasons, once you have opened the seal after delivery. Filters, brushes and direct-contact accessories sold sealed are examples.
- Goods which, after delivery, are inseparably mixed with other items, for instance a cleaning liquid poured into another container.
- Goods which deteriorate or expire quickly.
If a sealed item is still sealed, you can always cancel. And in any case these exceptions take nothing away from your rights if the product is faulty: that is a separate matter, explained further down.
When and how your refund reaches you
The law requires us to refund you within 14 days of the day you tell us you are cancelling (regulation 34(3) of the 2013 Regulations).
The same rule lets us wait before paying: we may hold the refund until the goods reach us, or until you send us proof that you have posted them, whichever happens first. That is why it pays to send us the tracking number straight away, as your refund then starts sooner.
In practice, here is how we work:
| Stage | What happens |
|---|---|
| Within 24 business hours of your email | We confirm the cancellation and send you the address and your return number |
| When the parcel reaches the warehouse | We check the product and write to tell you the outcome |
| Within 14 days of your cancellation notice, subject to the withholding rule above | We refund you by the same method you used to pay, or by bank transfer if that is not possible, and email you confirmation |
| After we issue the refund | Your payment provider processes the refund; processing times depend on the provider |
How the refund is paid
We refund you by the same method you used to pay, or by bank transfer if that is not possible, within 14 days, subject to the cancellation rules above.
If a refund by the same method you used to pay is not possible, and only with your agreement, we refund you by bank transfer to the account details you give us. The transfer costs you nothing: you receive the full amount owed, with nothing held back for bank charges.
We do not refund in vouchers or store credit instead of money. If you would rather have a voucher you are welcome to ask, but that is your free choice and we will never put it to you as the only option.
What we need only if a bank transfer is necessary
- The full IBAN or account details of the account you want the money paid into.
- The name of the account holder.
- If the account holder is not the person who placed the order, one line from you authorising us to pay into that account.
We will never ask you for a PIN, your online banking login, codes from your banking app, or the codes your bank texts you. If you get a message claiming to be from gadgerz-shoppy.com and asking for any of that, do not reply to it and report it to us at info@gadgerz-shoppy.com.
Refunding the standard delivery charge
On top of the price of the goods, we also refund the standard delivery charge, meaning the delivery amount you paid along with the price, if you paid one. It is your right, and it does not depend on why you are cancelling. The delivery charge is stated in our confirmation email before you accept it. The standard delivery charge you paid is refunded in full.
Three points, so that nothing is left vague:
- If at the time of ordering you chose a faster or more expensive delivery than our standard option, we refund the cost of the standard delivery. The difference you chose to pay stays with you.
- If you send back only part of an order and keep the rest, the delivery charge is not refunded, because the delivery still took place and still served the goods you are keeping.
- Payment instructions are agreed by email before the order is confirmed; keep that email with your payment receipt.
The cost of sending the goods back, on the other hand, follows the table in the section “Who pays for the return postage”.
If you refuse the parcel on delivery
You can refuse the parcel without opening it and the goods come back to us. Where a refund is due, we refund you by the same method you used to pay, or by bank transfer if that is not possible, within 14 days, subject to the cancellation rules above. If you have paid nothing, there is no refund to make.
We would still ask you, as a courtesy, to let us know by email if you decide to refuse delivery or simply not to collect the parcel. That way we close the file straight away, confirm to you in writing that nothing is owed, and no automatic reminders go out to you.
Faulty or misdescribed goods: that is not a return
If the product does not work, breaks, arrives incomplete or is different from the way the site describes it, you are not making a change-of-mind return. You are relying on your statutory rights, which are a separate matter from cancelling and last far longer.
Under the Consumer Rights Act 2015, goods have to be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them within the first 30 days and get your money back; after that you can ask for a repair or a replacement, and if that does not put it right, for a price reduction or a refund. In England, Wales and Northern Ireland you generally have up to six years to bring a claim, and five years in Scotland.
Whichever country we ship to, we honour a minimum of two years from delivery on faults of this kind. Some of the countries we ship to give consumers a longer period or different conditions under their own national law, and where that is the case those rules apply to you as well. The country-by-country detail is on the Warranty and product safety page, and whichever terms are better for you are the ones that count.
The practical difference matters to you:
- Cancelling gives you 14 days. Your statutory rights over faulty goods run for at least 2 years.
- When you cancel because you changed your mind, you pay the return postage. When goods are faulty you pay nothing: not the postage, not the repair, not the replacement.
- With faulty goods you can ask for a repair or a replacement and, in the circumstances the law sets out, for a price reduction or a refund.
The full detail, the timescales and the procedure are on the Warranty and product safety page.
If the product arrived broken or visibly damaged, write to us as soon as you notice and attach photographs of the product and the packaging. The sooner we have the images, the easier it is to settle the matter with the courier.
How to make a complaint
If something is not working the way this page describes, whether that is no reply, a refund that is late, or an amount that does not add up, you can make a formal complaint.
- Email info@gadgerz-shoppy.com with “Complaint” in the subject line, along with your order number.
- In the message, tell us what you asked for, on what date, what answer you got (or that you got none) and what you are asking for now.
- Attach whatever you have: your payment receipt, the tracking number of the return, photographs, our earlier emails.
We acknowledge your complaint within 2 business days and give you a reasoned answer within 14 days of receiving it. If looking into it takes longer than that, we still write to you within the 14 days to tell you where we have got to and when you will have our final answer.
Send written complaints by email to info@gadgerz-shoppy.com. Making a complaint to us does not limit your legal rights as a consumer in any way, and it does not stop you taking the matter further.
Contact details and company information
- Seller: Scalefuel Ads Ltd, a private company limited by shares registered in England and Wales
- Company number: 15697275
- Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
- VAT: not VAT registered. Prices include VAT where applicable
- Support email: info@gadgerz-shoppy.com
- Support phone: +44 7311115482, Monday to Friday, 9:00 to 18:00 UK time
Gadgerz-Shoppy is a British brand, and Scalefuel Ads Ltd is registered in England and Wales. The fact that the company is British takes nothing away from the protections set out on this page. If you are buying from a country in the European Union, the mandatory consumer protection rules of the country where you live apply to you as well, and wherever they give you more than this page does, they are what counts.
Please contact us by email at info@gadgerz-shoppy.com. Returns go to the address we give in our return instructions.
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Last updated: 26 September 2026