If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Please note: it is your responsibility to advise us of any changes to your PayPal email address. Refunds can take up to 10 working days to process.
All products supplied by Ginko have a 6 month manufacturer’s warranty period from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.
Please note, the warranty does not cover you for any defects in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with its intended use.
If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item in writing (by e-mail or by using the Contact us page
on the website).
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
The goods should be returned to us in line with our Returns Procedure (see below).
We will check products returned as faulty. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.
For items over 15€ sale price before VAT, please contact us via email at firstname.lastname@example.org describing the type and extent of the fault and we will advise you how to proceed.
Please do not place duplicate orders for replacement of damaged/faulty goods.
For heavy, courier delivered items of the value of over €17 sale price before VAT with visible fault (s) that we wish returned to us we can, upon request, dispatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier).
In the event the faulty goods are to be returned to us by the recipient, please see our Returns Procedure (see below). If the goods you have returned are found not to be faulty, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify us in writing (either by e-mail email@example.com or by using the Contact us page on the website) within 48 hours of receipt of the goods. For items to the value of €17, excluding silver jewellery items, we request photographic evidence of any visible damage instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter.
If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Wrong Item(s) Delivered
Depending on the value of the item the customer is free to keep the item if they are happy with it, and any refund for a difference in value will be issued, conversely if the item is of higher value than the original item paid for a PayPal request will be sent for the difference.
If the projected reasonable carriage costs for an item to be returned exceeds the value of the item, we will ask for photographic evidence that the item is incorrect, the end customer is then free to dispose of the incorrect item in the manner most convenient to themselves.
The goods should be returned to us in line with our Returns Procedure. Once we have received the incorrect items at our Despatch Depot or received proof of postage, the correct items will be shipped within 2 working days and you will be reimbursed for any reasonable carriage charge incurred by the return.
In the event of an item of over 2kg in weight we can arrange a courier collection at the same time as the correct item is delivered (this service is only available if there will be somebody present at the delivery address to accept the delivery and pass back the incorrect goods).
Item(s) Not Required
If you wish to return an unwanted item, you must notify us in writing (by e-mail or by using the Contact Us page on the website) within 14 days of receipt of the item. A refund will be credited back to your original method of payment for the item within 30 days of cancellation. Providing we have received the item back.
Extra Item(s) Delivered
If, by mistake we supply you with extra items, you must notify us immediately, (by e-mail or by using the Contact us page on the website).
If you do not inform us of receipt of extra items and you are found in possession of goods that you have not paid for, you will be charged for the goods in full.
Non-Delivery of Item(s)
We class an order as non-delivery if it has not arrived within 2 weeks. You have 21 days from when you made you payment to notify us of any missing, damaged or faulty items. Orders over this time period will not refunded or replaced. Please contact Ginko via email firstname.lastname@example.org or the ‘contact us’ form on the website.
We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods within the required 21 days.
Please note, as stated above, in the event of an item arriving damaged contact must be made to ourselves in writing and we will advise whether a return is necessary. We request photographic evidence of all damages wherever possible (excluding silver jewellery), rather than a return. Items should be returned in their original packaging and ‘as new’ .