• Return deadline: Send your request within 30 days after delivery
• Refund timing: Refunds are issued within 10 business days once the return is received and checked
• Return postage: Usually paid by the customer, except for faulty items or incorrect deliveries
• Return request: Email support@gentbury.co.uk with your order number and why you would like to return

Policy review

We accept returns for eligible items when you contact us within 30 days of the delivery date. After your parcel is delivered back to us and we have inspected the contents, any approved refund is processed within 10 business days. Unless we sent the wrong item or the item is faulty, return shipping costs are covered by the customer.

Return policy

Please return items in the same state as received. This means unworn and unused, with tags intact, and packed in the original packaging. Proof of purchase is required so we can confirm the order. Some items cannot be returned due to their nature, including personalised products and hygiene items such as underwear, unless they are unopened and unused.

Return instructions

To request a return, email support@gentbury.co.uk and include your order number, a brief explanation and photos if they help show the issue. We will reply with return authorisation and the return address or shipping instructions. Please pack the item carefully with all tags and original packaging, and include any paperwork we send you. We strongly recommend using a tracked service, as the parcel remains your responsibility until it reaches us. Return postage is paid by the customer unless the item is faulty or you received an incorrect product. Returns sent without authorisation may be refused.

Refund policy

When your return arrives, we will review it and email you to confirm whether the refund has been approved. Approved refunds are sent back to the original payment method within 10 business days. Your bank or card provider may require additional time to show the credit on your account.

Exchange policy

Exchanges are available when an item is faulty or the wrong product was delivered. Please contact us within 30 days of delivery and we will arrange the next steps, including return shipping where the exchange is eligible. If you ordered the wrong size, please return the item and place a new order for the size you need.

Lost or damaged items

If your parcel arrives with visible damage, please let us know within 48 hours of delivery so we can review it and advise you on the resolution. If your order appears to be lost, contact us and we will help investigate with the courier.

Order cancellations

If you would like to cancel an order, contact us immediately at support@gentbury.co.uk. We will do what we can, but we cannot promise a cancellation. Once an order has been processed or dispatched, it is no longer possible to cancel it.

This policy is subject to our Terms of Service.

Contact Information

Opening Hours: Monday to Friday, 09:00 AM – 05:00 PM

Email: support@gentbury.co.uk
Phone: +447448620304

Address:
71-75 Shelton Street,
Covent Garden,
London, WC2H 9JQ,
United Kingdom

Company Name: JB ECOMMERCE LIMITED
Company Reg No: 16807785