Refund policy

Return and Refunds Policy

Updated 1st Nov 2025

If you are not satisfied with a product that you have purchased, you may return the product within 30 days of delivery for a full refund of the purchase price. If 30 days have gone since your delivery, unfortunately we cannot offer you a refund or exchange.

Return Eligibility:

  • Your Product(s) must be unused and in the same condition that you received it.
  • It must also be in the original packaging (whenever possible) which does not interfere with your right to take any reasonable steps to examine the Product(s) and make sure they conform to your order.
  • Your Product(s) must have the swing tag attached.
  • Personalized or bespoke products cannot be returned unless they were damaged, faulty, or incorrectly delivered.

You have a legal obligation to take reasonable care of the Product(s) while in your possession. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration (due, for example, to your having used the Product(s)), up to the price of the Product(s), from the refund to which you are otherwise entitled.

 

Return Process:

  • Request a return from the Customers accounts platform, accessible via our website. Which you can also find on the top right corner of our website or on the navigation bar if using mobile.
  • To approve your return, we may ask you for a receipt or proof of purchase.
  • Once approved, securely mail your Product(s) including a note of the order number, your name, and address, and any returns slip provided.
  • Your return form will show the return address to use.
  • Do not send your purchase back to the manufacturer or our registration address—most returns must be sent to our servicing warehouse.

 

Refund Process:

  • Once your return is received and inspected, we will send you an email notification.
  • Approved refunds will be processed within 1 to 6 working days to your original method of payment.
  • Refunds are issued using the same method of payment unless agreed otherwise.

Partial Refunds:

  • If an item is returned in a damaged condition or missing parts for reasons not due to our error.
  • If the return is received more than 15 days after the return approval.

Defective or Incorrect Items:

  • If you receive a defective or incorrect item, please notify us within 7 days of delivery.
  • We will cover return shipping and provide a prepaid return label.
  • You may opt for an exchange or full refund.

 

The Return Shipping

UK Orders:

  • Free returns for all orders over £100.
  • A £4 return fee for orders under £100 (deducted from the refund amount).
  • Returns must be shipped using the provided Royal Mail return label, which can be dropped off at any Post Office, Royal Mail office, or Royal Mail Parcel Box.

International Orders:

  • We do not offer free returns outside the UK, except in cases of faulty or incorrect items.
  • You will need to arrange your return to the UK, however and for convenience, we offer an optional hurdle free DHL return label with door pickup for a fixed fee of $35-$50 (depending on your location).
  • If you prefer to arrange your own return, please follow the the instructions on the return form and declare it as a return with your carrier and attach the return form to outside the package. Failure to do so may result in customs fees and delays or delivery rejection.
  • Please mail your Product(s) securely making sure you include a note of order number, your name and address and enclosing any returns slip, if we have provided one, inside the parcel.
  • Please do not send your purchase back to the manufacturer or to our registration address, in most cases you have to return the Product(s) to the warehouse where we served you from.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@groundtruth.global.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you received a faulty item and you need to exchange it, please send us an email at contact@groundtruth.global to confirm. We will cover the return cost and sent you a new item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver who can enquire in regards to the return. 

* Nothing in this section affects your legal rights.