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128 Bit Security

Delivery & Returns Policy

Delivery Policy

Delivery costs.

The costs of delivery will be as displayed to you on our website. We deliver throughout the United Kingdom, the European Union, the USA and Australia, although delivery to remote areas may incur a surcharge. Areas such as parts of Scotland, the Scottish Highlands, Ireland, Northern Ireland, remote areas of Wales and Lands End Cornwall and other areas of Europe, the USA or Australia, as defined by the courier company may incur an additional delivery surcharge. Contact us for further information on courier rates to your address.

When we will provide the products.

During the order process we will let you know when we will provide the products to you. We will send you an email before or on the morning of your delivery date with delivery details so you are able to track your order.

Please notify us in advance of any delivery difficulties, which may be expected. This includes narrow road access or helpful hints and tips of how to find you. Failure to do so may result in an additional delivery charge liable to the customer. Please Note: Delivery vehicles can be very large and adequate space and access is required.

We are not responsible for delays outside our control.

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

If you are not at home when the product is delivered.

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. Please note that a re-delivery charge may apply.

If you do not re-arrange delivery.

If after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.

Guarantee against damage in transit

The products are insured against damage in transit.

Upon arrival, if there is any present or visible damage to the products, refuse delivery by refusing signature and returning the product with the delivery driver.

You must inform the delivery driver of the reason for refusal and the delivery driver must co-sign the delivery note.

Please DO NOT sign for delivery if the product is damaged and DO NOT accept goods as ‘damaged in transit’ as the transit insurance will be void.

Contact us on +44 (0)1425 204999 immediately to report damages and ensure fast replacement of the products.

When you become responsible for the product.

The product will be your responsibility from the time we deliver the product to the address.

When you own goods.

You own a product which is goods once we have received payment in full.

Reasons we may suspend the supply of products to you.

We may have to suspend the supply of a product to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements.

Your rights if we suspend the supply of products.

We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 30 days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

We may also suspend supply of the products if you do not pay.

If you do not pay us for the products when you are supposed to (see clause 4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 10.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 10.5)

Returns Policy

You can always end your contract with us.

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  •  If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back).
  •  If you want to end the contract because of something we have done or have told you we are going to do.
  • If you have just changed your mind about the product.
  • You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.

In all other cases (if we are not at fault and there is no right to change your mind), see clause 6.

Ending the contract because of something we have done or are going to do.

If you are ending a contract for a reason below, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

  •  we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
  • you have a legal right to end the contract because of something we have done wrong.

Exercising your right to change your mind (Consumer Contracts Regulations 2013).

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

Our goodwill guarantee.

Please note, these terms reflect the goodwill guarantee offered by Gozney Group Limited of Units 18/19 Christchurch Business Park, Radar Way , Christchurch BH23 4FL to its UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 2):

Right under the Consumer Contracts Regulations 2013 How our goodwill guarantee is more generous
14 day period to change your mind. 30 day period to change your mind.
Roccbox to pay costs of return. Consumer to pay costs of return.

Please note that to take advantage of our goodwill guarantee, the products must be in their original, unused condition, returned in their original packaging with a copy of the original delivery note provided.

This does not affect your statutory rights.

How long do I have to change my mind?

You have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

Ending the contract where we are not at fault and there is no right to change your mind.

Even if we are not at fault and you do not have a right to change your mind (see clause 1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

Tell us you want to end the contract.

To end the contract with us, please let us know by doing one of the following:

Phone or email

Call customer services on +44 (0) 1425 204999 or email us at enquiries@gozney.com Please provide your name, home address, details of the order and, where available, your phone number and email address.

Returning products after ending the contract.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.  You must either return the goods in person to where you bought them, arrange for them to be returned to our registered address at Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL or allow us to collect them from you. Please call customer services on +44 (0) 1425 204999 or email us at enquiries@gozney.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 30 days of telling us you wish to end the contract.

When we will pay the costs of return.

  • – if the products are faulty or misdescribed;
  • – if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
  • – In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

What we charge for collection

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery, see our delivery policy.

How we will refund you.

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds.

If you are exercising your right to change your mind:

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

When your refund will be made.

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

We may end the contract if you break it.

We may end the contract for a product at any time by writing to you if:

  • you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
  • you do not, within a reasonable time, allow us to deliver the products to you;

You must compensate us if you break the contract.

If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

How to tell us about problems.

If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +44 (0) 1425 204999 or write to us at our registered office at Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL or email enquiries@gozney.com.

Summary of your legal rights.

We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights.

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call +44 (0) 3454 04 05 06.  The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following: up to 30 days: if your item is faulty, then you can get a refund.up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn’t work, some of your money back.

Your obligation to return rejected products.

If you wish to exercise your legal rights to reject products you must, arrange delivery of the products back to us. We will pay the costs of collection. Please call customer services on +44 (0) 1425 204999 or email us at enquiries@gozney.com for a return label or to arrange collection.

For full details, please visit our Terms & Conditions page.

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