Refund policy
This policy explains how Importadora Gran Mundo X handles cancellations, change-of-mind returns, faulty goods, incorrect or damaged deliveries and refunds for consumer purchases through importadoragranmundox.shop. It distinguishes the statutory cancellation right for distance contracts from rights that arise when goods do not conform to the Consumer Rights Act 2015.
1. Contacting us about a return
Email info@importadoragranmundox.shop and include the order number, the item concerned, the reason for contacting us and the preferred resolution. A reason is not required for a valid cancellation made within the statutory cancellation period, but it may help us improve. For a fault, wrong item, shortage or delivery damage, describe the issue and provide photographs where reasonably available. Photographs can assist an investigation but are not an automatic legal condition of a remedy.
2. Statutory right to cancel an online purchase
For most goods bought online, a consumer may cancel without giving a reason. The cancellation period ends 14 days after the day on which the consumer, or a person nominated by the consumer other than the carrier, receives the goods. If goods ordered together are delivered on different days, the period generally runs from the day after the last item is received. If one item is delivered in instalments or pieces, it generally runs from receipt of the final instalment or piece. For regular delivery during a defined period, it generally runs from receipt of the first delivery.
A cancellation is made by sending a clear statement of the decision to cancel. The model form at the end may be used but is not compulsory. The notice is effective within the period if it is sent before the deadline. If we make an online cancellation facility available and it is used, we will acknowledge receipt on a durable medium without delay.
If legally required cancellation information has not been provided, the cancellation period may be extended by up to 12 months. If the missing information is supplied within that extension, a fresh 14-day period ordinarily begins when the consumer receives it.
3. Returning goods after cancellation
After cancellation, the consumer must send the goods back without undue delay and no later than 14 days after communicating the decision. The deadline is met if the goods are sent before the 14 days expire. Contact us before dispatch for the correct return-routing instructions. The geographical return address must be added to this policy before the live shop is published.
The consumer bears the direct cost of returning change-of-mind goods where that responsibility was properly disclosed before the contract. We bear necessary return costs for faulty, incorrect or otherwise non-conforming goods. Large or non-postable items may require a collection method. A customer should not send a parcel to an address taken from a shipping label or unrelated listing unless we confirm that it accepts returns.
4. Care of goods and deductions for handling
A consumer may handle goods to the extent reasonably permitted in a physical shop to establish their nature, characteristics and functioning. Examples can include examining an item, checking dimensions, inspecting components or trying on clothing carefully. Handling that goes further may reduce value. Where the law permits, we may deduct the proven loss in value caused by excessive handling, but not an administrative fee or arbitrary restocking charge.
Customers should return all components, accessories, instructions and promotional items supplied as part of the cancelled product. Original packaging is helpful and may be needed to protect a return, but absence of packaging does not by itself eliminate statutory rights. The customer is responsible for avoidable damage caused by inadequate return packaging.
5. Cancellation refund amount and deadline
Following a valid cancellation, we refund payments received for the cancelled goods and the price of the least expensive common and generally acceptable delivery method offered. Standard delivery is free, so there is ordinarily no outbound delivery payment to refund. If a customer paid for an upgraded delivery method, the additional amount above standard delivery is not refundable unless required for another reason.
For goods, reimbursement is made no later than 14 days after the earliest of: the day we receive the goods back, the day the consumer supplies evidence that the goods were sent back, or, where no goods were supplied, 14 days after cancellation. We may withhold reimbursement until the goods or evidence of return is received. The refund uses the original payment method unless another method is expressly agreed without cost to the consumer.
6. Exceptions to the cancellation right
The 14-day change-of-mind cancellation right does not apply where a statutory exception applies. Relevant examples include:
- goods made to the consumer’s specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
- goods that become inseparably mixed with other items after delivery;
- sealed audio recordings, video recordings or computer software once unsealed;
- digital content not supplied on a tangible medium after performance begins with the required express consent and acknowledgement;
- other contracts expressly excluded by the Consumer Contracts Regulations where their legal conditions are met.
An exception to change-of-mind cancellation does not remove remedies for goods that are faulty, unsafe, misdescribed, counterfeit or otherwise non-conforming.
7. Standards applying to goods
Goods supplied to consumers must be of satisfactory quality, fit for a particular purpose made known before purchase, match their description and any relevant sample or model, and meet other contractual requirements. Quality assessment can include appearance and finish, freedom from minor defects, safety and durability, taking account of description, price and other relevant circumstances.
8. Thirty-day short-term right to reject
Where goods breach an applicable statutory term, a consumer generally has a 30-day short-term right to reject them and receive a refund. The period normally begins after ownership or possession has transferred, delivery has occurred and any trader-required installation or enabling action has been completed. For goods reasonably expected to perish sooner, the period may be shorter.
If the consumer agrees to repair or replacement during the 30-day period, the clock pauses during the waiting period. If the repaired or replacement goods still do not conform, the consumer has at least the remainder of the original period or seven days after the waiting period, whichever is longer, subject to the Act.
9. Repair or replacement
Where the statutory conditions are met, the consumer may require repair or replacement. The selected remedy must be provided within a reasonable time, without significant inconvenience and at our necessary cost, including appropriate postage, labour and materials. A remedy may be refused if impossible or disproportionate compared with the alternative, assessed using the value of conforming goods, the significance of the fault and whether the alternative could be provided without significant inconvenience.
10. Price reduction or final right to reject
If repair or replacement is impossible, unavailable, unsuccessful after the statutory opportunity, or not completed within a reasonable time and without significant inconvenience, the consumer may be entitled to an appropriate price reduction or the final right to reject. A refund after final rejection is normally made without undue delay and within the statutory period. A deduction for use is generally not made where final rejection occurs within the first six months, except where legislation permits it, including certain motor-vehicle cases.
11. Faults appearing within six months
If goods fail to conform within six months of delivery, the fault is generally presumed to have been present at delivery unless we prove otherwise or the presumption is incompatible with the nature of the goods or fault. After six months, the customer may need to show that the goods failed to meet the applicable standard when supplied. These evidential rules do not replace the substantive rights or the longer limitation periods within which a legal claim may be brought.
12. Delivery damage
If a parcel arrives visibly damaged, the customer should photograph the outer packaging, shipping label, internal protection and product where reasonably possible and contact us promptly. The item should not be used if safety may be affected. A customer is not required to pursue the carrier instead of us. Delay in reporting does not automatically extinguish consumer rights, although prompt evidence can materially improve the investigation.
13. Incorrect, incomplete or substituted orders
If the wrong product, wrong variant, incomplete quantity or unauthorised substitute is delivered, contact us before use. We will arrange the legally appropriate correction at no necessary cost. An accidental extra item should be reported so that collection or return can be arranged; the customer will not be charged return postage for our fulfilment error.
14. Missing parcels
A tracking status is evidence but is not conclusive proof that the customer received the parcel. Where tracking shows delivery but the parcel cannot be found, check the delivery location, household members and any nominated safe place, then notify us. We will investigate with the delivery provider and provide the remedy required by the contract and law.
15. Bundles, sets and promotional purchases
If goods were sold as a single bundle or set, cancellation may require return of the complete bundle. Where individual items have separate prices and contracts, a partial cancellation may be possible. If a free gift was conditional on keeping qualifying goods, it should be returned with a cancelled qualifying order or its disclosed value may be considered where legally permitted. Statutory remedies for one faulty item are assessed according to the contract and the relationship between the items.
16. Gifts and purchases made by another person
Refunds are ordinarily returned to the original purchaser’s payment method. A gift recipient may contact us about a fault, but we may need proof of purchase and authorisation where payment or personal information belonging to the purchaser is involved. This protects privacy and does not improperly limit transferable statutory rights.
17. Refused and uncollected deliveries
Refusing a parcel or failing to collect it does not always amount to a clear statutory cancellation. Customers should send an express cancellation notice. If a parcel is returned after failed delivery, we will contact the customer and apply the contract, cancellation rules and any reasonable, lawfully disclosed costs according to the circumstances.
18. Refund administration
Once issued, a refund may take additional time to appear because of banking or payment-network processing. We do not substitute store credit for a refund unless the customer freely chooses it. We may offset only sums that the law and contract allow; we do not impose blanket handling fees on statutory refunds.
19. Chargebacks and duplicate recovery
Customers should contact us first where practical so we can resolve an issue quickly. A lawful card or payment-provider dispute remains available. A customer may not recover the same payment twice through both a refund and chargeback. If a parallel dispute is opened, relevant transaction and fulfilment information may be provided to the payment provider to respond accurately.
20. Complaints
If a return or remedy is disputed, email info@importadoragranmundox.shop with the chronology and desired outcome. We will review the contract, evidence and applicable consumer law. Any ADR arrangement in which we are required to participate will be identified at the appropriate complaint stage. Court and regulatory rights remain unaffected.
21. Model cancellation form
Use this form only if you wish to cancel an eligible contract:
To: Importadora Gran Mundo X, importadoragranmundox.shop, info@importadoragranmundox.shop
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ________
Ordered on/received on: ________
Name of consumer(s): ________
Address of consumer(s): ________
Signature of consumer(s), only if submitted on paper: ________
Date: ________
- Choosing a selection results in a full page refresh.