Refund policy

Effective date: 1st August, 2025
Last updated: 12th July, 2026


OVERVIEW

All garae products purchased directly from the official garae website are covered by a 30-day satisfaction guarantee. If you are not satisfied with your purchase for any reason, you may return the product within 30 days from the purchase date for a full refund. If you purchased your garae product from an authorized reseller other than the official website, please contact that reseller directly for information regarding their return and refund policies.


1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for products purchased directly from GARAE LIMITED.

This 30-day guarantee is a voluntary commercial policy provided by GARAE LIMITED and does not affect your statutory rights, including your right of withdrawal if you are located in the European Union or European Economic Area (EU/EEA).

Return requests must be made within 30 days of delivery. Returns sent without prior approval will not be refunded. However, for EU/EEA consumers exercising their statutory right of withdrawal, contacting customer support in advance is recommended but not a mandatory condition for exercising the right of withdrawal.

You may handle and inspect the goods as you would in a physical store. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

EU/EEA Consumers – Statutory Right of Withdrawal

If you are a consumer located in the European Union or European Economic Area (EU/EEA), you have the right to withdraw from your purchase without giving any reason within 14 days after the day on which you receive the goods.

To exercise the right of withdrawal, you must inform GARAE LIMITED of your decision by a clear statement (for example, by email to support@garae.co.uk).

After notifying us of your withdrawal, you must send back the goods within 14 days.
We will reimburse all payments received from you, including the cost of the least expensive standard delivery offered by us, without undue delay and no later than 14 days from the day we receive your withdrawal notice.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. The amount of any deduction will be assessed on a case-by-case basis, depending on the actual loss in value of the returned product.


2. How to Request a Return & Refund

If you are not satisfied with your purchase, you may request a return for a refund within 30 days of the delivery date. To be eligible, the product must be returned in resalable condition, including all original packaging and accessories.

Please contact our customer service team to initiate a return request. We will respond with detailed return instructions within 2 business days. Once your request is approved, you will receive a return label to send back the order without any return fee. The product must be returned to our designated address within 7 days after your request is approved.

After our warehouse receives and inspects the returned parcel, your refund will be processed within an additional 2–5 business days.

To initiate a formal return application, please contact us at support@garae.co.uk. Once your request is approved, our support team will provide the official return address and guidance. Please ship the item within the specified time limit and send us the tracking number via email for verification.

For EU/EEA consumers exercising the statutory right of withdrawal, the goods must be sent back within 14 days after notifying GARAE LIMITED of the withdrawal decision.


3. Product Exchange Policy

If you wish to exchange the product, please contact our customer service team at support@garae.co.uk within 30 days from the purchase date to arrange an exchange service.


4. Return Conditions

A full refund is available for eligible returns submitted within the 30-day guarantee period. However, if the value of the returned product has been diminished due to improper handling beyond what is necessary to inspect its nature, characteristics, and functioning, a depreciation deduction may be applied based on the actual loss in product value.

Product value diminishment that may result in partial refunds includes but is not limited to:
  • Unauthorized activation or account registration
  • Unnecessary installation, mounting or assembly
  • Artificial physical damage, scratch or wear
  • Missing original parts, accessories or attachments
  • Damaged original packaging that affects resale value
For EU/EEA consumers exercising the statutory right of withdrawal, the product may only be opened, activated, or installed to the extent necessary for routine inspection. If the product is used or installed excessively and causes value loss or prevents resale as a new item, GARAE LIMITED will apply a reasonable depreciation deduction accordingly.

Return shipping costs are borne by the customer unless the return is caused by product errors, quality defects or other responsibilities attributable to GARAE LIMITED.


5. Refund Amounts & Processing Rules

All refunds will be issued to the original payment method used for the purchase. Refund processing will be initiated after our warehouse receives and completes inspection of the returned item, typically within 3–10 business days.


6. Shipping Fees, Customs & Duties

If the customer has received the package, all return shipping costs shall be borne by the customer.

For valid statutory withdrawal applications submitted by EU/EEA consumers within the legal period, we will refund the full purchase amount including the original standard delivery fees in compliance with applicable laws.

For all cross-border orders, relevant customs duties and import taxes may apply, which shall be the sole responsibility of the customer.

If the package is undelivered, lost in transit or you refuse delivery, please contact our support team to initiate a return and processing request. No return shipping fees will be charged in such eligible scenarios.


7. Wrong, Faulty or Missing Items

Please carefully inspect your package and products upon delivery. If you receive incorrect, faulty, defective or missing items, please contact our customer service team immediately. Kindly provide your order number, product SKU, and clear photos or short videos of the package, labels and problematic products for verification.

Once the issue is fully verified by our team, we will arrange collection of the incorrect or faulty items and deliver qualified replacement products to you promptly without extra charge.


8. Contact Information

For all return, refund, exchange and after-sales enquiries, please contact our official support team at support@garae.co.uk.

Company Name: GARAE LIMITED
Effective Date: 1st August, 2025
Last Updated Date: 12th July, 2026