30-day returns
Send most items back within 30 days, for any reason.
Please read this policy alongside our Terms & Conditions.
01 Your Right to Return
Voluntary 30-day returns. You may return most products within 30 days of delivery, for any reason. This is our own goodwill policy, offered in addition to your legal rights.
Statutory right of withdrawal (EU / EEA & UK consumers). If you are a consumer, you also have a legal right to cancel your order within 14 days of receiving the goods, without giving any reason. This right comes from the EU Consumer Rights Directive (2011/83/EU) for customers in the EU and EEA, and from the Consumer Contracts Regulations 2013 for customers in the UK.
Where you exercise this statutory right of withdrawal for your order, we will also refund the original standard delivery charge (up to the cost of our least expensive standard delivery option). Nothing in this policy reduces or replaces your statutory rights.
How to start a return or cancellation
Use our Return Portal: [Return Portal Link] • complete the model withdrawal form at the end of this page • or contact us directly (see Section 12).
If you are cancelling under your statutory right of withdrawal, please send your goods back without undue delay and within 14 days of telling us you wish to cancel.
02 Before You Return — A Note for DIY Projects
DIY and garden products are often fitted, cut, or built into a project, which can affect whether they can be returned. To avoid disappointment:
Quick checks before you fit anything
- Check measurements, fit, and suitability before you install. Once a product has been installed, fitted, cut, mixed, or permanently modified, it can no longer be returned, as it cannot be resold as new.
- Order surplus carefully. If you've ordered more than you need — extra paving, timber, fixings, or tiles — unused full packs in original condition can usually be returned (see partial returns).
- Keep the packaging until you're sure you're keeping the product. It protects the item in transit if you do need to send it back.
03 Condition of Returned Goods
Please return products in their original condition and packaging wherever reasonably possible.
You are welcome to inspect and handle a product as you would in a physical store. However, we may reduce the refund amount if returned goods:
- Have been handled or used beyond what is necessary to inspect the product;
- Show signs of damage, wear, modification, installation, fitting, or misuse;
- Are incomplete or missing parts, accessories, fixings, manuals, or packaging;
- Can no longer be sold as new because of their condition.
Any reduction in value will be assessed fairly, based on the actual condition of the returned goods, and may be deducted from your refund.
04 Return Shipping Costs
If the return is the result of an error on our part — for example, incorrect products supplied, defective or faulty products, or products damaged in transit — then GeZu Impex will cover all reasonable return shipping costs.
For all other returns, you are responsible for the cost of return shipping.
- Where available, you may use our Return Portal to generate a return label. The cost of that label will be deducted from your refund.
- Heavy, bulky, or palletised items: many DIY and garden products ship by freight or on pallets. For these, return collection may need to be arranged separately, and the actual transport cost can be higher than a standard parcel return.
No surprise freight bills
For anything that needs a pallet or freight collection, we'll always confirm the return method and any costs with you before collection is arranged.
05 Damaged, Defective, or Incorrect Deliveries
If you receive a product that is damaged, defective, or incorrect, please contact us as soon as possible — ideally within 48 hours of delivery.
To help us resolve things quickly, we may ask for photographs of:
- The product;
- The packaging;
- The shipping label;
- Any visible damage.
Once we've reviewed the issue, we'll provide an appropriate solution, which may include a replacement, repair, refund, or collection of the goods. Reporting promptly helps us support any claim with the carrier, but it does not affect your statutory rights regarding faulty goods.
06 Partial Returns
You may return part or all of your order within the applicable return period — useful when a project leaves you with surplus materials.
Refunds are issued only for the products that are returned and approved in line with this policy. Returning part of an order does not affect the items you keep.
07 Refunds
Once your returned goods have been received and inspected, any applicable refund will be processed using your original payment method.
- Refunds are generally processed within 14 days of us receiving the returned goods (or, for statutory cancellations, within 14 days of receiving the goods back or proof that you've sent them).
- Any applicable deductions — for loss of value, return labels, freight charges, or missing components — will be applied before payment is made.
- Where you have exercised your statutory right of withdrawal, your refund will include the original standard delivery charge as described in Section 1.
08 Exchanges
We do not offer direct exchanges. If you need a different product, please place a new order and return the original item in line with this policy. This keeps stock moving and gets your replacement to you faster.
09 Non-Returnable Products
Because of the nature of DIY and garden supplies, some products may not be eligible for return:
- Custom-made, bespoke, or specially manufactured products;
- Products cut, mixed, or produced to your requested size or specification — for example, timber, sheet materials, or worktops cut to size, or paint mixed to a custom colour;
- Loose or bulk materials (such as aggregates, sand, cement, or soil) once opened, where they can no longer be resold as new;
- Sealed products that have been unsealed, where return is not appropriate for safety or hygiene reasons (for example, certain chemicals, sealants, adhesives, or personal protective equipment);
- Hazardous goods where return transport is restricted by law;
- Products specifically identified as non-returnable at the time of purchase.
Good to know
Any such exclusions will be clearly communicated before you complete your purchase. This does not affect your statutory rights in respect of faulty or misdescribed goods.
10 Business & Trade Customers
This voluntary return policy applies to both consumers and business customers, unless otherwise agreed in writing.
Please note that the statutory right of withdrawal described in Section 1 generally applies to consumers only. Nothing in this policy limits any rights or obligations set out in a separate contractual agreement between GeZu Impex and its business or trade customers.
11 Your Statutory Rights
For consumers in the EU and EEA, your statutory consumer rights — including your right of withdrawal and your rights regarding faulty goods — remain fully unaffected by this policy.
For consumers in the UK, your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 remain fully unaffected.
This voluntary returns policy is provided in addition to any rights granted under applicable consumer protection law, never as a replacement for them.
12 Contact Us
If you have any questions about returns, refunds, or your order, we're happy to help and will always do our best to resolve any issue quickly and fairly.
- Email: support@gezu-impex.nl
- Phone: [Phone Number]
- WhatsApp: [WhatsApp Number]
