Return & refund policy

At Gary & Tracey Londen, trading as Needstuff, we strive for your complete satisfaction. However, we understand that you may need to return a product. Please read our Return & Refund Policy carefully, as it contains important information regarding our dropshipping operations and international returns.

 

1. Conditions for Return

To be eligible for a return, please ensure all the following conditions are strictly met:

  • Timeframe: You must initiate the return process within 30 calendar days of the physical receipt of your order.

  • Item Condition: Items must be returned unused, unwashed, undamaged, and in their original, resalable condition, with all original tags, labels, and packaging still attached.

    • Fitting is allowed, but wearing the item (other than trying it on) is strictly prohibited.

  • 'Wardrobing' Policy: The practice of ordering products in multiple sizes with the express intention to return a portion of the order is not permitted and may result in the rejection of your return or a restocking fee.

 

2. Customer Responsibility (International Shipping Costs)

The customer is fully and solely responsible for all costs associated with the return, without exception.

This includes:

  • All international shipping charges required to send the item back to our supplier in China.

  • Any customs duties, import taxes, or handling fees incurred during the return transit.

  • We cannot accept 'Cash on Delivery' (COD) returns.

 

3. The Return Process

Since we operate on a dropshipping model, all returns must be sent back to our international supplier.

  1. Initiation: Initiate your return by sending an email to info@garytraceylondon.com within the 30-day window mentioned above, stating your order number and the reason for the return.

  2. Return Address: Upon approval of your return request, you will receive the designated return address of our international supplier, which is located in China.

  3. Shipping: You must ship the item back entirely at your own expense. We strongly advise using a tracked and insured shipping method. The tracking number must be provided to us via email within 5 days of receiving the return instructions to validate your return.

 

4. Refunds

Once the returned item is received by our supplier at the designated international return address, and its condition is inspected and approved, the purchase price will be refunded.

  • Processing Time: Please note that due to the international shipping time back to our supplier in China, this process may take up to 14 business days after the item has been verified as received and inspected.

  • Refund Method: The refund will be processed back to the original method of payment used during the initial transaction.

 

5. Shipping and Address Liability

Needstuff / Gary & Tracey Londen holds limited liability regarding shipping:

  • Delivered Items: We are not responsible for lost or stolen packages once the tracking status officially indicates that the item has been successfully delivered to the address provided by the customer.

  • Incorrect Address: If an incorrect or incomplete shipping address is provided by the customer, this is solely the customer's responsibility.

  • Address Corrections: Any errors in the shipping address must be reported to us via info@garytraceylondon.com within 24 hours of placing the order. After this timeframe, we cannot guarantee corrections and hold no liability for delivery issues.

 

6. Contact Information

For any further questions regarding our return process or policy, please contact our customer service team:

  • Email: info@garytraceylondon.com