Refund policy

At Gentry Morris, we want you to be satisfied with your purchase. If a product doesn't meet your needs, you can request a return by following the guidelines below.

1. Return Period

You have 30 days from delivery to request a return. Requests made after this period will generally not be accepted.

2. Conditions for Return Eligibility

For a return to be accepted, you must meet the following requirements: the item must be unused and in its original condition, it must be sent back in its original packaging, all accessories, components and extras must be included, and you must provide valid proof of purchase (order confirmation or receipt).

Gift cards cannot be returned or refunded.

We may refuse returns if the item shows signs of use, damage unrelated to shipping, missing parts, or is unfit for resale.

3. Return Shipping Costs & International Returns

1. Our products are shipped from international fulfilment centres, and returns are sent to our returns warehouse in China.
2. The direct cost of returning an unwanted item is the responsibility of the customer, unless the item is faulty, incorrect or we are otherwise required by law to cover the return costs.
3. As returns are international, return postage may cost more than a domestic UK return. Depending on the courier, parcel size and service selected, tracked return postage typically costs around £15–£30 per parcel. This is an estimate only, and actual costs may vary.
4. We strongly recommend using a tracked shipping service. Please keep your proof of postage and tracking information until your return and refund have been completed.
5. Gentry Morris cannot be held responsible for return parcels lost in transit without valid proof of postage. Where you can provide valid proof that the item has been sent back, this will be taken into account in line with your statutory rights.
6. We do not charge any restocking fees or administrative charges for returns.
   
   

4. How to Request a Return

Step 1 – Contact Us

• Check that your item meets the eligibility rules above.
• Email us at support@gentrymorris.com to request a return form.
• Please tell us whether you would prefer a refund, a replacement or store credit.

Step 2 – Prepare Your Package

• Pack the item securely to protect it during international transport.
• Include all tags, labels and original packaging where reasonably possible.
• Place the completed return form inside the parcel. If you are unable to print it, write your order number, name and email address on a sheet of paper instead.

Step 3 – Ship Your Package

• Send the parcel to the return address provided by our customer service team.
• Returns are sent to our warehouse in China.
• Unless the item is faulty, incorrect or otherwise covered by your statutory rights, the cost of returning it is your responsibility.
• We strongly recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

5. Return Inspection and Processing

Once we receive your return, we will inspect it to confirm it meets our return standards.

If approved, Gentry Morris will issue your refund through the original payment method, dispatch a replacement item (subject to availability), or provide store credit if you requested it.

Please allow up to 10 business days for us to review and process returns, plus any extra time your bank may require.

Gentry Morris may decline returns that fail to meet our conditions or fall outside the return window.

6. Damaged or Defective Items on Arrival

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos as evidence.

The item must not have been used, altered or tampered with.

After verification, Gentry Morris can offer: a replacement, a refund, or store credit.

In these cases, we may cover return postage and provide a prepaid return label where possible.

7. Refunds

Once your return has been approved and processed: the refund is returned to your original payment method, and you will receive a confirmation email.

If you have not received your refund within 10 days of approval, please contact support@gentrymorris.com.

8. Model Withdrawal Form

You may use this template to exercise your right of withdrawal:

I hereby give notice of my withdrawal from the contract for the sale of the following item:

Product: ______________________________________
Received on: ___________________________________
Name: __________________________________________
Address: ________________________________________
Date: __________________________________________
Signature (if submitted on paper): ____________________

9. Important Information

Please note: returns sent cash on delivery (COD) will not be accepted, and refunds can only be made to the original payment method used at checkout.

10. Contact Details

Website: Gentry Morris — gentrymorris.com
Address: 4 Upton Rd, Bexleyheath DA6 8LQ, United Kingdom

Please note: this is our registered business address, not our returns address. Approved returns are processed at our returns facility in China.

Email: support@gentrymorris.com
Phone: +44 7488 863557

Customer support is available by email from Monday to Friday, 9:00 am to 5:00 pm (GMT). Most enquiries are answered within 48 business hours