Refund policy
Last updated: June 19, 2026
We want every order under the GAINS brand to feel deliberate and considered.
YOUR RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)
If you are a consumer ordering from the European Union, you have the right to withdraw from your order within 14 days, for any reason, without needing to give an explanation.
This period runs for 14 days from the day you (or someone you've nominated) receive the goods. If your order contains multiple items delivered separately, the period runs from receipt of the last item.
To withdraw, use the withdrawal button, or send us a clear written statement — for example, by email to support@gains.plus — stating your decision to withdraw. You're welcome to use this model statement:
"I hereby give notice that I withdraw from my contract for the purchase of [item], ordered on [date] and received on [date]. Order number: []. Name: []."
Once you've notified us, you have 14 days to send the goods back to us.
Returning the item: You're responsible for the direct cost of returning the goods, unless we've agreed otherwise. We recommend using a tracked shipping method.
Condition of returned goods: You're welcome to unwrap, inspect, and try out the goods to the extent necessary to establish their nature and characteristics — much as you would in a physical shop. If a journal or other written material is returned with writing, marks, or use beyond this kind of inspection, this reduces its resale value, and we'll deduct an amount reflecting that diminished value from your refund. Depending on how much an item has been used, this deduction may be equal to the full price paid.
Exceptions: this 14-day withdrawal right doesn't apply to goods made or personalized to your specifications, or to sealed goods that aren't suitable for return for health or hygiene reasons once unsealed. We'll note clearly on the product page if a specific item falls into one of these categories.
RETURNS FOR DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Separately from your right of withdrawal above, you're also covered by your statutory legal guarantee rights for goods that don't conform to their description, arrive damaged, are defective, or are simply the wrong item. If you believe this applies to your order, contact us within 14 days of receiving it, and we'll arrange a replacement, repair, or refund as appropriate.
These rights exist regardless of, and in addition to, the 14-day withdrawal right above, and nothing in this policy limits them.
PRE-ORDERS
For products offered on a pre-order basis:
- You may cancel your pre-order for a full refund at any time before the product is dispatched.
- Once your pre-order has been delivered, the standard 14-day right of withdrawal described above applies, running from the date of delivery (not the date you placed the order).
Estimated shipping timelines are provided in good faith but are not guaranteed.
REFUNDS
Once we've received your returned goods (or you've supplied evidence that you've sent them back, whichever is earlier), we'll process your refund within 14 days, to your original payment method.
If you withdraw from your entire order, we'll also refund the standard delivery cost you paid. If you chose a faster or more expensive delivery option than our standard option, we'll only refund the cost of standard delivery.
For damaged, defective, or incorrect items confirmed under the section above, we'll refund both the product price and any delivery costs you paid.
CONTACT
For return, refund, or withdrawal requests, contact: