Refund policy

Last updated: 21 October 2026

At ShopGateHub, you can request a return for an eligible online purchase within 15 days of receiving your order. Contact support.shopgatehub@gmail.com with your order number and the item you would like to return.

How to start a return

Email support.shopgatehub@gmail.com within 15 days of delivery. Include your order number, the item, and whether it is unwanted, faulty, damaged, or incorrect.
We will provide return instructions and, for an accepted return, the prepaid return label described in our existing return process. Use the return address we provide; do not send goods to an unconfirmed address.
Pack the item securely and keep your proof of postage. For a cancellation covered by UK distance-selling rules, send the goods back within 14 days after telling us you wish to cancel.

Condition of change-of-mind returns

Please return items with their accessories, tags, and original packaging where possible. Items should not be worn beyond the handling reasonably needed to inspect them, or be damaged through use. Your right to inspect a product and your statutory rights are not removed by this policy. A deduction may apply where excessive handling reduces an item's value, where permitted by law.

Faulty, damaged, or incorrect items

Check your order when it arrives and contact us promptly if an item is damaged, faulty, not as described, or different from what you ordered. Include photographs where useful. These issues are handled under your statutory rights and are not limited to the 15-day change-of-mind window.

Exceptions

Some change-of-mind cancellation rights can have legal exceptions, such as genuinely personalized items, perishable goods, or sealed hygiene products after their seal is broken. Any applicable exception should be identified before purchase. Sale items retain the same statutory rights as full-price items. Gift cards are handled in accordance with their terms and applicable law. None of these exceptions removes rights relating to faulty or misdescribed goods.

Exchanges

If you need a different item or option, contact us about returning the original item, then place a separate order for the replacement you want. Availability and current prices apply to the new order.

Refunds

Refunds are made to the original payment method. For UK statutory cancellations, we refund within 14 days of receiving the returned goods or evidence they have been sent back, whichever is earlier. When a whole order is cancelled under those rules, the standard outbound delivery charge is refunded where applicable; an additional premium delivery charge need not be refunded. Your bank or payment provider may take further time to display the credit.

Your UK consumer rights

UK online shoppers normally have 14 days after delivery to notify a cancellation and a further 14 days to return the goods. Our 15-day notification period extends the initial period for eligible purchases. Other statutory rights, including those for faulty or misdescribed goods, continue to apply. Nothing in this policy restricts those rights. You can read the UK government's returns and refunds guidance.