Refund policy
At Gantina, we want every customer to be satisfied with their purchase. If something isn't quite right, we're here to help.
This policy applies to our customers in the United Kingdom and fully complies with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your Statutory Rights Under UK Law
14-Day Right to Cancel (Unwanted Items)
You have 14 calendar days from the day you receive your order to cancel it for any reason. Once you notify us of your cancellation, you will receive written confirmation. You then have a further 14 days to return the goods to us.
30-Day Right to Reject (Faulty, Damaged, or Misdescribed Items)
If your item is faulty, damaged, or not as described, you have 30 calendar days from the date of delivery to return it for a full refund.
These statutory rights are in addition to our store policy and are not affected by anything in this document.
2. Faulty, Damaged, or Incorrectly Sent Items
If your item arrives faulty, damaged, or different from what you ordered, please contact us within 30 days of delivery. Please email us at contact@gantina.com
with:
- Your order number
- A clear photo or video showing the issue
Once reviewed and confirmed, we will offer:
- A full refund, or
- A replacement (where appropriate and available)
In most cases, you will not be required to return the item. If a return is necessary, we will provide you with a pre-paid return label at no cost to you.
3. Unwanted Items (Change of Mind)
If you have changed your mind, you may return your item within 30 days of delivery, provided it meets the following conditions:
- It must be unused
- It must be in its original packaging
- It must be in a resaleable condition
Once your return request is approved, you will have 14 additional days to send the item back to us.
Please note: For change-of-mind returns, the cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in return transit.
4. How to Start a Return
To begin any return, please contact our support team first:
We will acknowledge your request in writing and provide full return instructions. A pre-paid return label will be provided where applicable (faulty or incorrectly sent items).
Please do not send items back without contacting us first, as unauthorised returns may experience delays.
5. Return Address
Return Address: : 8 St George St, London W1S 2FE, UK
6. Refund Processing
Once we receive and inspect your returned item, we will process your refund within 14 calendar days in accordance with UK consumer law. Refunds are issued to your original payment method.
Please allow an additional 3–5 working days for your bank or payment provider to process the refund and for it to appear in your account.
If you have not received your refund after 14 calendar days from our confirmation of receipt, please contact us at contact@gantina.com
7. Sale Items
All sale and discounted items are eligible for return under the same conditions outlined in this policy. This does not affect your statutory rights regarding faulty or misdescribed goods.
8. Important Notes
- Items returned without prior authorisation may experience delays in processing
- Refunds may be declined if items are found to be damaged due to misuse, improper handling, or unauthorised repair attempts
- This policy does not affect your statutory rights under UK consumer law
Contact
Email: contact@gantina.com
Phone: +44 78 10 76 05 84
Address: 8 St George St, London W1S 2FE, UK
Business Hours: Monday – Friday: 9am – 6pm (GMT)