Return and Refund Policy

Your Right to Return

We want you to be genuinely happy with your order. If you're not, returning it is straightforward.

Your legal right to cancel (within 14 days)

Under UK law, you have the right to cancel most online purchases within 14 days of receiving them. You don't need a reason. You can examine the bag like you would in a shop, and you can still cancel. There's no catch.

To cancel, just email us at support@gexo.co.uk within 14 days of delivery.

If you've handled the bag more than necessary just to look at it, we might reduce your refund a bit to reflect that, but we're reasonable about it. Normal checking-it-out doesn't count.

Our 30-day goodwill policy

On top of your legal right, we give you an extra 30 days to change your mind. So if it's been 3 weeks and you've decided the bag's not for you, you can still send it back. That's what we mean by goodwill, it's our way of making sure you feel confident buying from us.

When you can return something

You can return a bag if:

You've changed your mind and want something else instead
It doesn't fit your needs the way you hoped
You just don't like it anymore
Or your 30-day legal cancellation window is still open

For a goodwill return (after 14 days), we ask that the bag is unused and in its original packaging. But during your legal cancellation period, normal use is fine.

When we cover return postage

We pay for returns if:

The bag arrived damaged
It's the wrong item
It's faulty (zip broken, seam split, that kind of thing)
The parcel was damaged in transit

In those cases, email us photos and your order number, and we'll arrange it all. No cost to you.

You pay for returns if:

You've changed your mind (it's the right item, just not for you)
You ordered the wrong thing by mistake
You've decided you don't like it

That's fair, we didn't mess up, so you cover the postage cost.

How to return something

Email support@gexo.co.uk with your order number
Tell us why you're returning it
We'll send you instructions and the address to send it to
Pop it in the post (use Royal Mail Special Delivery or a tracked service so you've got proof)
Keep your receipt, you'll need it

What happens when it arrives back

We inspect your return within 1 to 3 business days and email you to confirm it's approved. Then we process your refund.

Getting your money back

Refunds go back to your original payment method. If you paid by card, it goes back to that card. We don't do transfers to different accounts, it's your original method or nothing.

You'll usually see the money back within 5 to 14 business days. Your bank or card company might take a bit longer to process it their end, but we process our end fast.

If your bag is faulty

Under UK consumer law, if something's genuinely wrong with your bag, the zip fails, the seam splits, the material is damaged, you've got rights.

Tell us within 30 days of delivery and we'll either repair it, replace it, or refund you. We cover all the costs. It's fair, if we sent you something broken, we fix it.

After 30 days, you can still claim, you've got longer rights under law, but let us know sooner so we can sort it quickly.

No returns accepted if...

For safety and hygiene reasons, we can't accept returns of items that have been heavily used, damaged through misuse, or where the original packaging is missing, except where the bag is faulty or incorrect. Your legal cancellation right still applies regardless.