Returns
Returns & Refunds Policy
The following Terms & Conditions apply to all returns:
Return Notification Requirement
Before returning any order, customers must contact us first by email at info@patchygoose.co.uk to notify us of their intention to return an item.
Your email must include:
Order number
Full delivery address used for the order
Reason for return
Returns sent without prior notification may be delayed or refused.
Packaging Requirements
All returned items must be securely packaged to ensure safe transit. This is especially important for powdered, liquid, paste, or fragile materials such as fillers, paints, plaster products, or repair compounds.
Please note:
Original shipping packaging may no longer be suitable for return use
Customers are responsible for ensuring all return packaging meets the standards of their chosen courier
Appropriate internal protection, leak prevention, and impact resistance must be used
If returned goods arrive damaged due to insufficient packaging, the return will be rejected and no refund will be issued.
Opened / Used Products
Due to the nature of our products, including repackaged renovation and repair materials, we cannot accept returns of:
Opened items
Unsealed products
Used products
Tampered packaging
Any product unsuitable for resale
This is for hygiene, safety, and resale compliance reasons.
Change of Mind Returns
If a customer changes their mind after purchase, return shipping costs are the customer’s responsibility once the order has been processed for dispatch, including warehouse handling and outbound shipping costs, even if the parcel is still in transit.
Original shipping charges are non-refundable unless the return is due to our error.
Incorrect or Faulty Orders
If the return is due to our mistake (incorrect item, damaged on arrival, or order error), we will cover reasonable return costs.
Customers may be required to:
Use Royal Mail return services
Drop the parcel at a designated Royal Mail location
Provide proof of postage
Damaged Returns
If a customer inadequately packages a return and it arrives damaged, leaked, contaminated, or otherwise unsellable:
Refund will be refused
Product may be disposed of responsibly by us
No disposal fee will be charged
Refund Processing
Approved refunds will typically be processed after inspection of returned goods. Refunds may be reduced if:
Items are incomplete
Packaging is damaged
Products are partially used
Return conditions are not met
Non-Returnable Items May Include:
Custom-packed materials
Opened fillers, plaster, paints, sealers, primers
Liquid products with broken seals
Bulk materials divided into smaller quantities for resale
Clearance or special-order items unless faulty
Customer Responsibility
Customers are responsible for:
Correctly selecting products before purchase
Checking compatibility for intended use
Ensuring safe and compliant return shipping
By purchasing from Patchy Goose, customers agree to these return conditions.
