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Returns & Refunds Policy
This Returns & Refunds Policy (“Policy”) sets out the terms under which customers may return products purchased from Gulrang (“we”, “us”, or “our”). By placing an order with us, you agree to be bound by the terms stated below, unless otherwise required by applicable consumer law.
1. Eligibility for Returns
1.1 Items That Can Be Returned
Customers may request to return products that meet all of the following conditions:
The product is unopened, unused, and remains in its original, undamaged packaging.
The item is in clean, saleable condition.
The return request is submitted within five (5) calendar days from the date of purchase or delivery (as applicable).
The customer provides valid proof of purchase, such as an order number, receipt, or invoice.
We reserve the right to inspect all returned goods to verify compliance with this Policy.
1.2 Items That Cannot Be Returned
The following items are not eligible for return unless otherwise required by law:
Items that have been opened, used, or damaged after receipt.
Products that are not in saleable condition or are missing their original packaging.
Perishable, short-dated, or consumable goods (including food items) once opened, unless the item is proven to be faulty.
Items explicitly marked as “final sale”, “non-returnable”, or similar.
Any product that has deteriorated due to improper storage, misuse, or negligence after delivery.
2. Faulty, Defective, or Damaged Items
If an item arrives faulty, damaged, or not as described, you must notify us within five (5) calendar days of delivery.
To report an issue, email us at info@gulrang.co.uk and include:
Your order number,
A description of the issue, and
Photographic evidence of the damage or defect.
Once verified, we will arrange either:
A replacement at no additional cost, or
A refund, issued to your original method of payment.
We may request that the faulty item be returned before a replacement/refund is processed. In such cases, return postage will be covered by us.
3. Return Process
To start a return for eligible items, please follow these steps:
Email us at info@gulrang.co.uk or gulrang.uk@gmail.com, or contact us via WhatsApp.
Provide your order number, full name, and details of the item(s) you wish to return.
We will review your request and, if approved, issue a Return Merchandise Authorization (RMA) along with return instructions.
Pack the item securely and return it using a tracked and insured postal service.
The customer is responsible for the condition of the goods during transit.
Unless the return is due to a verified fault, all return shipping costs are the customer’s responsibility, including any collection fees.
We recommend retaining all tracking information until your return is confirmed as received.
4. Refunds
4.1 Refund Method
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, refunds will be issued to your original method of payment within 5–10 working days, depending on your bank or payment provider.
4.2 When Refunds May Be Declined
We may refuse or reduce the refund amount if:
The item is not returned in a saleable condition,
The packaging is missing or damaged,
The product shows signs of use, tampering, or wear,
The return was made without prior RMA authorization,
The item returned does not match the original order.
Approved refunds will exclude any original shipping costs unless the return is due to our error or a faulty product.
5. Customer Responsibilities
Customers are responsible for:
Ensuring the return request is submitted within the allowed timeframe,
Returning goods in secure, protective packaging,
Paying return shipping and collection charges (unless returning due to a verified fault),
Complying with all instructions provided by our customer support team.
6. Contact Information
For questions or assistance regarding returns, refunds, or faulty items, please contact us:
Email: info@gulrang.co.uk
Email (alternative): gulrang.uk@gmail.com
WhatsApp: [Add phone number]
We aim to respond to all enquiries promptly.
7. Statutory Rights
Nothing in this Policy affects your statutory rights under applicable consumer protection laws, including rights relating to faulty or misdescribed goods.