Refund policy
Last updated: April 04, 2026
At GOTCHU Ltd, we want you to feel confident in the gear you purchase. If something is not quite right, we will work with you to resolve it fairly and efficiently.
Because we partner with a range of trusted suppliers who dispatch products directly to customers, some aspects of the returns process may vary slightly depending on the supplier involved. We will always guide you through the correct process.
RETURN WINDOW
We operate a 14-day return policy, which means you have 14 days from the date of delivery to request a return.
To start a return, you must contact us first. All returns must be approved by GOTCHU Ltd before being sent back.
Items sent back without prior return approval will not be accepted.
Once your return request has been approved, we will provide instructions on where and how to return your item, including the correct supplier return address where applicable.
RETURN CONDITIONS
To be eligible for a return, the item must:
- Be unused
- Be in the same condition you received it
- Be in its original packaging
- Include all accessories, manuals, and components
Returned items may be inspected before a refund is issued.
RESTOCKING FEE
Approved returns may be subject to a 20% restocking fee.
This fee helps cover supplier handling, inspection, and restocking costs associated with processing the return.
RETURN SHIPPING COSTS
If the item is faulty, damaged, or incorrect upon delivery, GOTCHU Ltd will cover the return shipping cost.
For all other approved returns, including change of mind or incorrect purchase, the customer is responsible for the return shipping cost.
For large or oversized items, such as rooftop tents, paddleboards, awnings, or large outdoor equipment, return shipping costs may be significantly higher due to size and weight.
NON-REFUNDABLE ITEMS
The following items cannot be returned or refunded unless they arrive faulty, damaged, or incorrect:
Items that have been installed, fitted, or used
Products showing signs of wear, misuse, or accidental damage
Items returned outside the 14-day return window
Gift cards
FINAL SALE ITEMS
Products purchased from the following collections are considered final sale items and cannot be returned or refunded unless they arrive faulty, damaged, or incorrect:
Clearance Deals
Final Reduction
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery.
We may request photos or videos of the issue so we can investigate and resolve the problem quickly.
If the issue is confirmed:
GOTCHU Ltd will cover return shipping
We will coordinate directly with the supplier
A full refund or replacement will be arranged once the issue has been verified
EXCHANGES
We currently do not offer direct exchanges.
The quickest way to receive a different item is to:
Return the original item - once approved - place a new order for the replacement product.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method, less any applicable restocking fee or return-related deductions where stated in this policy.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
If more than 15 business days have passed since your return was approved, please contact us at:
SEPARATE SHIPMENTS
Because we work with multiple fulfilment partners, items within the same order may be shipped separately and may also have different return addresses.
We will provide the correct return instructions once your return request has been approved.
NEED HELP?
If you are unsure about anything before or after making a purchase, feel free to get in touch.
We are always happy to help make sure you get the right gear for your adventure.
Email: info@gotchu.co.uk
Phone: 020 3051 0287