Refund policy

1. Refund policy

We want you to be happy with what turns up. If you're not, here's exactly where you stand.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason — or no reason at all — within 14 days of the day after you receive your goods.

To cancel, email us at hello@swampgas.co.uk with your order number. You don't have to give a reason.

Once you've told us you're cancelling, you have a further 14 days to send the goods back to us.

Refunds

We'll refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof that you've sent them — whichever happens first. Refunds go back to your original payment method.

We refund the full price of the item plus the standard delivery cost you originally paid. If you chose a faster or upgraded delivery option, we refund the standard rate rather than the premium.

Return postage

You pay the cost of returning goods to us, unless the item is faulty, damaged or not what you ordered — in which case we cover it.

We recommend a tracked service. Until the parcel reaches us it's your responsibility, and we can't refund something we never received.

Condition of returned goods

You're entitled to handle the goods as you would in a shop — unbox them, look at them, try them. But if you use them beyond that and reduce their value, we may deduct a reasonable amount from your refund.

If something arrives faulty or damaged

Different rules, better ones. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: you have the short-term right to reject. Full refund, and we pay the return postage.
• Between 30 days and 6 months: we'll repair or replace it. If that isn't possible or doesn't fix it, you get a refund.

Email hello@swampgas.co.uk with your order number and a photograph of the problem. Photographs genuinely speed this up — often we'll just send a replacement and tell you to keep the original, because return shipping costs more than the item.

If it never arrives

Tell us. Our stated delivery windows are honest ones, but parcels do occasionally vanish. If your order is significantly past its estimated window, email us and we'll either chase it, replace it, or refund it. You will not be left arguing with a courier on our behalf.

Return address

Swampgas, 57 Hatton Drive, Belfast, BT6 9BB, Northern Ireland

Please email us first so we know it's coming and can match it to your order.

Exceptions

The 14-day cancellation right doesn't apply to goods made to your specification or clearly personalised, or to sealed goods unsuitable for return on health or hygiene grounds once unsealed. Nothing currently in our shop falls into these categories, but if that changes we'll say so on the product page.

None of this affects your statutory rights

Because it can't. Everything above sits on top of the law, not instead of it.