Returns & Refunds Policy

Returns & Refunds

At GreatWhip.uk, we want you to be completely satisfied with your purchase. If you are not happy with any item purchased from our website, you may return it within 14 days from the date of delivery, provided the item meets our return conditions.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused and in the same condition as when you received it (including original packaging).
  • For helium canisters and related accessories, we require proof that the product remains sealed and unused. This typically means providing clear photos of the valve area showing the original plastic seal (tamper-evident film) is intact and has not been removed.
  • We do not accept returns of opened, used, partially used, or depressurized helium products due to safety and regulatory reasons (compressed gases are classified as hazardous for transport and handling).

How to Return an Item

  • Contact our support team via email (shenzhenboze@gmail.com) or through your account to request a return. Provide your order number and photos as proof of condition.
  • Once approved, we will provide return instructions and a returns address (UK returns go to our UK facility; EU returns go to our German warehouse).
  • Pack the item securely in its original packaging (or equivalent) and ship it back using a tracked service. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent or faulty product).
  • We recommend insuring high-value returns, as we cannot be held responsible for lost or damaged items during transit back to us.

Refunds

  • Once we receive and inspect the returned item (and confirm it meets our conditions), we will process your refund within 7–10 business days.
  • Your refund will include the full price of the returned item(s), including any applicable VAT/tax.
  • Original shipping fees (outbound) and any payment processing fees will be deducted from the refund unless the return is due to our mistake (e.g., incorrect item, damaged on arrival, or non-conforming product).
  • Refunds are issued to the original payment method.

Exceptions & Important Notes

  • Statutory Rights: This policy does not affect your legal rights under UK Consumer Rights Act 2015 or EU Consumer Rights Directive (including the 14-day right of withdrawal for most distance sales). If an item is faulty, not as described, or damaged on arrival, you may be entitled to a full refund (including original shipping) or repair/replacement — contact us immediately.
  • Non-Returnable Items: Opened helium canisters, used products, or items that cannot be resold safely for hygiene/safety reasons are non-returnable (beyond statutory fault claims).
  • Delivery times and return processing may vary during peak periods or holidays.
  • For any questions, please reach out to our support team — we’re here to help.