Return Policy
Welcome to https://gozoliving.co.uk. This page outlines our Returns Policy, which applies to purchases made via our website, stores, or exhibitions.
RETURNS POLICY | Azure Outdoor Living Limited Trading as Gozo Living
If, for any reason, you wish to return an item that has been delivered to you and no longer want it, you may return it to us.
To initiate a return, you should first contact our Sales Team on 01362 470771 or sales@gozoliving.co.uk
Our Returns Policy in Detail
We aim to make the returns process as clear and straightforward as possible. Please read the details below to understand your obligations and our procedures for handling returns.
- Notification of Return: You must notify us of your intention to return item(s) within 14 days of receiving them. This period starts the day after the items are delivered to you.
- Costs of Return: The cost of returning the items to us will be your responsibility. Ensure you choose a reliable method of return, as the items must be received in good condition.
- Timeframe for Return: Once you have informed us of your intention to return, the item(s) must reach us within 14 calendar days. This period starts from the day after you notify us of your intention.
- Refund Processing: After receiving the returned item(s), we will verify their condition and process a full refund to your original payment method.
The address for returns can be found below:
Returns Address:
C/O: Azure Outdoor Living Limited Trading as Gozo Living
Unit 6 Astra Court, Greens Road,
Dereham, Norfolk,
NR20 3TR
Email: sales@gozoliving.co.uk
Phone: 01362 470771
What Happens If My Items Arrive Damaged or Faulty?
We take great care to ensure your order arrives in excellent condition. However, if your purchase is damaged or faulty upon delivery, you have the right to a refund or replacement.
If You Are Present at Delivery:
- Inspect the item(s) upon arrival. If they are damaged or unsatisfactory, you can refuse the delivery.
- Contact our Sales Team immediately at 01362 470771 to discuss the next steps.
If You Are Not Present at Delivery:
- If you arranged for delivery at a time when you were unavailable, and you later discover a fault or damage:
- Notify us within 48 hours
- If you can, email photographic evidence of the issue to sales@gozoliving.co.uk.
Once we review and confirm the issue, we will guide you on how to proceed with returning the item(s). You should then follow the same returns process outlined above.
Refunds
- Once we receive your notification and evidence, we will assess the situation and decide on the appropriate action.
- Refunds will only be processed after the returned items have been received and inspected to ensure they meet the conditions stated above.
- If approved refunds will be issued via the original payment method or by bank transfer.
Refund Processing Times
Refunds are processed promptly once we have received and inspected the returned item(s). The refund should appear in your designated account within 7 days of completing the return process.
Contract Cancellation and Returns Policy
Under UK consumer law, we are committed to providing clear and fair policies for cancellations and returns. Below are the guidelines and your rights for different scenarios regarding returns or order cancellations.
Stocked Items and Your Consumer Rights
In accordance with the Consumer Rights Act 2015, you have the right to cancel your order, typically within 14 days of receiving the goods.
- Notification: You can notify us by email at sales@gozoliving.co.uk or by phone at 01362 470771 to arrange a return.
- Condition of Goods: Items must be in brand new condition, unused, and returned in their original, undamaged packaging. Products must not have been installed or altered in any way.
- Return Shipping Costs: Unless the goods are faulty or mis-described, the buyer is responsible for return shipping costs, and any damage incurred during the return process will also be at the buyer’s expense.
Cancelling Before Dispatch
- If you wish to cancel your order before dispatch, contact us as soon as possible.
- If the goods have already been dispatched, you will be responsible for the return shipping costs.
Faulty, Damaged, or Mis-described Goods
- Under the Consumer Rights Act 2015, if goods arrive faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund.
- Notification: Please notify us within 48 hours of delivery if the items are faulty, damaged, or mis-described. You will need to provide supporting evidence, such as photographs, to facilitate the process.
- Depending on the situation and at our discretion, we will arrange for a repair, replacement, or refund for either the entire order or the specific affected items.
Faulty Item on Delivery
If an item develops a fault within the first 10 days of delivery, please follow the steps below to ensure the issue is resolved promptly.
Reporting the Fault:
- Do Not Use the Goods:
- Stop using the item immediately to prevent further damage or issues.
- Contact Us:
- Notify us as soon as possible by calling 01362 470771 or emailing sales@gozoliving.co.uk to report the problem.
Made-to-Order or Customised Goods
- Items listed as “Made-to-order” or “Non-stocked” are considered customised goods under the UK and Wales Distance Selling Rules. These items are exempt from the standard 14-day cancellation rights that apply to off-the-shelf products.
- Similarly, items that are personalised or customised to meet specific customer preferences are also exempt from the 14-day cancellation rights.
Deliverys
Delivery will be considered successfully completed once the product arrives at the specified delivery address and is either signed for by an authorised recipient or accompanied by a signed note from the buyer permitting the goods to be left unattended. Where a signature is required, only an adult aged 18 or over may sign. Responsibility for the products transfers to you, your agent, or the intended recipient once they have been received or left as instructed. Any loss or damage thereafter will be at your own risk.
Restricted Access
If delivery access is restricted at the destination, please notify us at the time of placing your order or, at the latest, before the item is dispatched. Failure to do so may result in the delivery being classified as unsuccessful. In such cases, a re-delivery fee may apply. If the order is subsequently cancelled for a refund within the applicable time frame, the original delivery charge will be deducted from the refund.
Refused Deliveries
Should you refuse delivery for any reason, you must immediately notify us by email at sales@gozoliving.co.uk or call 01362 470771, stating the reason for refusal. If notification is not received, the original delivery charge may still be payable. If delivery is refused because you no longer require the goods, and a refund is issued, the original delivery charge will be deducted from the refunded amount.
Deliveries to Certain Locations
For deliveries to specific locations such as hospitals, airports, hotels, ships, or other business premises, the signature of any authorised individual at the organisation will be considered proof of delivery.
Responsibilities Upon Delivery
- Checking Packages:
- You must sign for the correct number of packages as listed on the carrier’s delivery consignment note.
- Any shortages must be noted on the delivery note and reported to us within 48 hours of delivery.
- Checking for Damage:
- Inspect the goods before signing for delivery. If the package is damaged, sign the delivery note as “damaged” and notify us within 48 hours by emailing sales@gozoliving.co.uk or calling 01362 470771.
- If you accept the delivery without noting the damage, or if you sign as “unchecked,” it will be deemed that the goods were delivered undamaged.
- Photographic Evidence:
- If damage is reported, you must provide photographic evidence of the issue. We will then arrange for collection and replacement of the item or offer an alternative remedy.
Damaged Items Beyond Acceptability
If the delivered parcel is visibly damaged to an unacceptable degree, refuse the delivery and contact us immediately at sales@gozoliving.co.uk or by phone at 01362 470771. We will take the necessary steps to address the issue promptly.
Missing Parcels
If any parcel is missing at the time of delivery, note the discrepancy on the delivery note and inform us within 48 hours. We cannot accept claims for missing parcels if all packages were signed for as delivered.
Responsibility of the Recipient
It is your responsibility to:
- Verify that all items were delivered as ordered.
- Report any discrepancies, damage, or issues within the specified time frames.
Change of Mind Returns for Online Orders (Cooling-Off Period)
You have the right to return any delivered product(s) purchased from Gozo Living within 14 working days of delivery for any reason, including if you simply change your mind. Please note that returns under this policy are subject to a minimum 10% administration fee for all cancelled orders.
How to Notify Us:
- Notify us in writing or via email at sales@gozoliving.co.uk, clearly stating your reason for the return.
- Ensure all returns are prearranged; unauthorised returns may not be accepted.
Return Requirements:
- Return Window:
- Items must be returned within 14 days of cancellation notification.
- Condition of Products:
- Items must be returned in their original, unused condition and packaging.
- If the packaging has been opened, ensure it is undamaged and unmarked.
- Responsibility for Costs:
- You are responsible for all return shipping charges unless the item is faulty or damaged.
- Inspection of Returns:
- All returned items will be inspected before any refund or replacement is processed.
Duty of Care:
You are responsible for ensuring that returned items are securely packaged to prevent damage during transit.
- If items are damaged during their return due to insufficient packaging, we may be unable to process a refund.
- If damage occurs, we will notify you and advise that you make a claim with your chosen carrier.
Exclusions:
- Bespoke Products:
- Items that are custom-made or individually designed cannot be returned under the change of mind policy.
- Assembled Products:
- Items that have been assembled cannot be refunded once assembly has commenced.
Important Notes:
- Pre-Assembly Checks:
- Inspect all parts before assembly to ensure they are complete and in good condition.
- Once assembly begins, the purchase price is non-refundable.
- Damaged Returns:
- If items arrive damaged at our location, we will notify you immediately. You may be required to file a claim with your carrier.
Damaged or Broken on Arrival (Cancelling the Order)
If you receive items that are damaged or broken upon delivery and wish to cancel the order and return the goods, please follow the steps below. Damage must be reported within 48 hours of delivery.
Reporting the Damage:
- Notify Us Promptly:
- Contact us within 48 hours of delivery to report the damage.
- Provide photographic evidence of the item’s condition.
- Send Evidence:
- Email electronic files to sales@gozoliving.co.uk for review.
- Printed media is also accepted via post at:
Azure Outdoor Living Limited Trading as Gozo Living
Unit 6 Astra Court, Greens Road, Dereham, Norfolk, NR20 3TR
Conditions for Return:
- Assembly Status:
- We cannot accept items back for a full refund if they have been:
- Assembled or incorrectly assembled, resulting in a fault.
- Used or accepted in their damaged state.
- Duty of Care:
- As the customer, you are legally required to take reasonable care of the goods while they are in your possession.
- Items must be securely packaged to avoid further damage during return transit.
- Responsibility for the goods remains with you until we receive them.
Damaged or Broken on Arrival (Replacement Parts or Items)
If an item arrives damaged or broken and you wish to receive a replacement or replacement parts, please follow the procedure outlined below. Any damage must be reported within 48 hours of delivery.
Reporting the Damage:
- Contact Us:
- Notify us within 48 hours of delivery.
- Provide photographic evidence of the item’s condition to help us process your claim.
- Submitting Evidence:
- Send photos electronically to sales@gozoliving.co.uk.
- Alternatively, you may send printed evidence via post to:
Azure Outdoor Living Limited Trading as Gozo Living
Unit 6 Astra Court, Greens Road, Dereham, Norfolk, NR20 3TR
Replacement Process:
- Evaluation:
- Once we receive your notification and evidence, we will evaluate the situation and decide the best course of action.
- If applicable, we will arrange for replacement parts or a full item replacement to be sent.
- Return and Replacement:
- If the damaged item must be returned, we will arrange collection of the goods.
- A replacement will be issued promptly within our standard delivery schedule once the item has been returned and inspected.
Claims Window:
- Claims for damage cannot be accepted if reported more than 48 hours after delivery.
Item Received is Not What You Ordered
If the product you receive does not match your order or does not fully correspond to its description, please let us know immediately so we can assist you.
Resolution Process:
- Assessment:
- We will arrange to collect the faulty item from you at no cost.
- Once the item has been returned to us, we will examine it to confirm the fault.
- Replacement or Refund:
- If the goods are confirmed to be faulty, we will arrange for a replacement to be sent or issue a refund for the purchase, depending on your preference.
Contact Us:
- Phone: Call us on 01362 470771 as soon as possible to report the fault.
- Email: Alternatively, you can email us at sales@gozoliving.co.uk with details of the issue.
Our team will work with you to find a suitable resolution to the problem.
Missing Packages or Parcels on Delivery
The delivery note you sign will clearly indicate the number of parcels included in your order. If any parcels are missing upon delivery, please follow these steps:
Reporting Missing Parcels:
- Check and Sign:
- When receiving your delivery, ensure you check the number of parcels against the delivery note.
- If parcels are missing, note the discrepancy on the delivery note and specify how many parcels were actually received.
- Notify Us:
- Contact us within 48 hours to report any missing parcels.
- You can reach us by calling 01362 470771 or by emailing sales@gozoliving.co.uk, providing details of the missing parcels.
Important Notice:
If the delivery note is signed to confirm that all parcels were received, we will not be able to accept claims for missing parcels after this.
Missing Parts After Delivery
If any parts are found to be missing upon inspecting your goods, please notify us promptly.
Reporting Missing Parts:
- Inspection:
- Carefully inspect all parts upon delivery to ensure they are complete before beginning assembly.
- Notification:
- Contact us within 7 days of delivery to report missing parts.
- You can reach us by calling 01362 470771 or emailing sales@gozoliving.co.uk.
- Please provide details of the missing parts, including part numbers if available. Photos or illustrations may also be sent to help us identify the missing items.
Resolution Process:
- Once we receive your notification and the necessary details, we will arrange for the missing part(s) to be sent to you as soon as possible.
Important Notes:
- Pre-Assembly Checks:
- Ensure all parts are present before starting assembly. Once assembly has commenced, the purchase price cannot be refunded.
- Packaging Reference Number:
- Quoting the original packaging reference number can help us process your request more efficiently.
Reporting After 7 Days:
We regret that we cannot accept responsibility for missing parts reported more than 7 days after delivery.
General Return Information
Returns or cancellations cannot be accepted if the product(s) have been modified, including the application of chemicals or paints, or customized in any way that constitutes treating the product as your own.
Condition of Products for Return:
- Good Condition:
- While in your possession, products must be kept in good condition if you intend to return them.
- Items must be returned in the same condition as they were delivered.
- Flat-Pack Products:
- If the products were delivered flat-packed, they must be returned in their disassembled state.
- Packing Requirements:
- Products must be carefully packed in their original packaging to prevent damage or the loss of parts during transit.
- Responsibility for the product remains with you until it is received by us in an undamaged condition.
Exclusions:
- Weather Covers:
- Refunds cannot be offered for weather covers once their packaging has been opened.
- Altered Items:
- Products that have been customized or altered in any way are non-returnable.
Refunds:
- Refunds, where applicable, will be processed within 5 working days of receiving the returned item(s) in satisfactory condition.
- This policy does not affect your statutory rights.
Notices
All communications with Azure Outdoor Living Limited Trading as Gozo Living should be directed as follows:
Email:
- Contact us via email at sales@gozoliving.co.uk.
- Please note that sending an email or receiving an automated acknowledgment does not guarantee we have received or read the email.
- If you do not receive a response within 5 working days, please reach out to us by post or phone.
Postal Address:
Customer Services
Azure Outdoor Living Limited Trading as Gozo Living
Unit 6 Astra Court, Greens Road, Dereham, Norfolk, NR20 3TR
Telephone:
- General Inquiries: Call us at 01362 470771.
- Reporting Damaged Parcels: Use the same contact number, 01362 470771, to report damaged items upon delivery.
Special Note Regarding Certain Products
- Parasols, Pavilions, and Sunshades:
- These items must be securely fixed and used correctly to ensure safe operation.
- They should not be left open in windy or adverse weather conditions.
- Damage resulting from improper installation or exposure to bad weather is not covered under our guarantee.
- Damage Assessment for Parasols:
- If a returned parasol’s damage is disputed, it will be sent to the manufacturer for an evaluation to determine the cause.
- Cushions:
- All cushions come with a one-year manufacturer’s guarantee as standard.
- We cannot be held responsible for damage to cushion fabrics or fillings caused by:
- Being left outdoors in wet or damp conditions.
- Improper storage.
For more information or to discuss product care, feel free to contact us:
- Email: sales@gozoliving.co.uk
- Phone: 01362 470771
- Address:
Azure Outdoor Living limited Trading as Gozo Living
Unit 6 Astra Court, Greens Road, Dereham, Norfolk, NR20 3TR
We encourage customers to follow these guidelines to maximise the longevity of their products.
