Refund policy

At The Gear Spa, we provide professional cleaning, sanitising and deodorising services for outdoor and specialist gear. As we offer a service rather than physical goods for sale, our returns and refunds policy differs from standard retail policies.

Please read the following carefully before placing an order.

1. Service Nature of Purchase

By placing an order with The Gear Spa, you are purchasing a cleaning and treatment service.

Once the service has been completed, the order is considered fulfilled and is non-returnable.

2. Cooling-Off Period (Consumer Contracts Regulations)

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of purchase, provided:

We have not yet begun the service.
Your items have not yet been processed.

If you request that we begin the service within the 14-day cancellation period (which most customers do to avoid delays), you acknowledge that:

Once the service has been fully completed, your right to cancel is lost.
If work has already begun, a partial refund may be issued to reflect work completed.

3. Cancelling an Order

You may cancel your order:

Before sending your items to us, or
After sending, but before processing has begun.

If items have already been received and booked in, an administration and return shipping fee may apply.

To cancel, please contact us as soon as possible at [your email address] quoting your order number.

4. Refunds

Refunds may be issued in the following circumstances:

Cancellation before service has begun.
If we determine that an item cannot be safely treated.
In the unlikely event we are unable to complete the service.

Refunds are processed to the original payment method within 5-10 working days.

Shipping costs are non-refundable unless the cancellation is due to our error.

5. Service Satisfaction

We take great care with every item entrusted to us. However, cleaning results may vary depending on:

Age and condition of the item
Previous wear, damage or staining
Manufacturer materials and construction

We do not guarantee the removal of all stains, marks, odours or signs of wear.

If you are dissatisfied with the outcome of your service:

Please contact us within 7 days of receiving your item.
We may offer re-treatment where appropriate.
Refunds will not be issued solely due to realistic wear or permanent staining that cannot be safely removed.