Refund policy

Gondi Caboni — Refund & Returns Policy

Effective Date: 24 July 2026

Store Name: Gondi Caboni

Website: gondicaboni.store

Contact Email: support@gondicaboni.store

1. Overview

At Gondi Caboni, we are committed to upholding the highest standards of British tailoring and customer care. If you are not entirely satisfied with your purchase, we offer a transparent and straightforward return and refund process in full compliance with United Kingdom consumer law.

2. Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your contract and return your order without providing any reason.

Cancellation Window: You have 14 calendar days from the day after you (or a third party designated by you) receive physical possession of the goods to notify us of your intention to cancel.
How to Exercise Your Right: To cancel your order, you must inform us via a clear, written statement sent to support@gondicaboni.store before the 14-day period expires. Please state your full name, order number, and the items you wish to return.
Return Window: Once you have notified us of your decision to cancel, you have a further 14 calendar days to send the items back to our return facility.

3. Conditions for Return

To qualify for a full refund under the statutory cooling-off period, all returned items must meet the following criteria:

The items must be unworn, unwashed, unaltered, and undamaged.
All original tags, security seals, designer labels, and luxury packaging (including dust bags, branded boxes, and suit covers) must be returned intact.
Footwear must be tried on soft, carpeted surfaces only to prevent marking on outsoles.

We reserve the right to reduce the amount of your refund to reflect any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items (equivalent to the handling permitted in a high-end retail boutique).

4. Faulty, Defective, or Incorrect Goods

Under the Consumer Rights Act 2015, all goods supplied by Gondi Caboni must be as described, fit for purpose, and of satisfactory quality.

Short-Term Right to Reject (Within 30 Days): If an item develops a manufacturing defect or arrives damaged, you are entitled to an immediate full refund within 30 days from the date of delivery.
Repair or Replacement (After 30 Days): If a defect manifests after 30 days but within 6 months of delivery, you are entitled to a repair or replacement. If a repair or replacement is unavailable or unsuccessful, you are entitled to a full or partial refund depending on usage.
Reporting Faults: Please contact our support team immediately at support@gondicaboni.store with your order reference and clear photographs detailing the flaw. If an item is verified as faulty, Gondi Caboni will cover all reasonable return postage costs.

5. Refund Processing & Timelines

Amount Refunded: In the event of a valid statutory return, we will refund the full purchase price of the items along with our standard delivery charge (if applicable). If you selected an expedited or premium delivery service, only the cost of standard delivery will be reimbursed.
Payment Method: All refunds will be credited using the original payment method used to place the order, unless expressly agreed otherwise. No fees will be charged as a result of the reimbursement.
Timeframe: We will process your refund without undue delay and no later than 14 calendar days from:
1. The day we receive the returned goods back at our warehouse; or
2. The day you provide verifiable proof of postage demonstrating that the goods have been returned (whichever is earlier).

6. Return Postage Costs

Standard Returns: Unless the item is faulty or delivered incorrectly, the customer is responsible for paying the direct costs of returning the goods to us.
Recommended Service: We strongly recommend using a tracked and insured postal or courier service (such as Royal Mail Special Delivery or DHL Express) for luxury garments. Gondi Caboni remains unliable for items lost or damaged in transit back to our facility prior to physical receipt.

7. Non-Returnable & Excluded Items

In accordance with UK statutory exceptions, the right to cancel does not apply to:

Bespoke, custom-made, or personalized garments tailored specifically to customer specifications.
Sealed goods that have been unsealed after delivery and are unsuited for return due to health protection or hygiene reasons (e.g., underwear, socks, or swimwear where the hygiene seal has been broken).