Returns & Refunds Policy
Last updated: 24 September 2026
At Gissah, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and the process for cancelling an order, returning products, and requesting a refund.
This policy applies to purchases made through the Gissah online store operated by:
GISSAH LIMITED
Company Registration Number: 850915
VAT Registration Number: GB514193312
Email: [email protected]
Nothing in this policy limits or excludes your statutory consumer rights.
1. UK Online Returns
If you are a UK consumer purchasing online, you generally have the right to cancel an eligible order within 14 days of receiving the goods, without having to provide a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
To request a return, contact:
Please provide your:
- Order number
- Full name
- Product(s) you wish to return
- Reason for return, if you wish to provide one
We will provide the appropriate return instructions.
2. Return Condition
Unless the product is faulty, damaged, incorrect or otherwise covered by your statutory rights, returned products should be:
- Unused
- In their original condition
- In their original packaging where reasonably possible
- Complete with any accessories, gifts or promotional items supplied with the product
You may inspect goods as you reasonably would in a physical store. If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be permitted by law to make an appropriate deduction for diminished value.
3. Fragrances & Sealed Products
Because we sell fragrances, special care should be taken before opening or using a product if you may wish to return it.
Certain goods supplied with a seal for genuine health protection or hygiene reasons may lose the statutory cancellation right once that seal has been broken, where the legal conditions for that exception are satisfied.
We will assess this exception according to the product and applicable law rather than treating every opened fragrance automatically as non-returnable.
This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
4. Faulty or Damaged Products
If your product is faulty, damaged, not as described or otherwise does not meet applicable legal requirements, please contact us at:
Please provide:
- Your order number
- Description of the issue
- Photographs of the product where appropriate
- Photographs of damaged packaging where appropriate
Under UK consumer law, customers have statutory remedies for faulty or non-conforming goods. The Consumer Rights Act provides a short-term right to reject qualifying faulty goods within 30 days, subject to the applicable legal requirements.
5. Incorrect or Missing Products
If you receive the wrong product or an item is missing from your order, contact us as soon as reasonably possible at:
Please provide your order number and details of the incorrect or missing product.
We will investigate and arrange an appropriate resolution.
6. How to Start a Return
Before sending a return, please contact:
Once your return request has been reviewed, we will provide the applicable return instructions.
Please do not send products to an office or other Gissah location unless specifically instructed to do so.
7. Return Shipping Costs
For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where this has been properly communicated and applicable law permits.
If the product is faulty, damaged, incorrect or otherwise non-conforming, return costs will be handled in accordance with your statutory rights.
8. Original Delivery Charges
For qualifying UK distance-sale cancellations, we will refund the applicable standard outbound delivery charge where required by law.
If you selected a more expensive delivery method than our standard delivery option, we are generally not required to refund the additional amount above the standard delivery cost.
9. Refund Processing
Once we receive your return, we will inspect it and determine the appropriate refund in accordance with this policy and applicable law.
Where a refund is due, it will normally be issued to the original payment method.
For qualifying distance-sale cancellations, refunds must generally be processed within the applicable statutory period. For returned goods, this is normally within 14 days after receiving the goods back or receiving appropriate evidence that they have been returned, subject to the applicable rules.
Your bank, card issuer or payment provider may require additional time to display the refund in your account.
10. Refund Payment Method
Refunds will normally be issued using the same payment method used for the original purchase unless otherwise agreed where legally permitted.
We do not charge a fee simply for issuing a statutory refund.
11. Promotional & Sale Products
Products purchased during a promotion or sale are subject to the same statutory consumer rights as full-price products.
Where a promotional discount was applied, any refund will normally reflect the amount actually paid for the returned product.
Where returning part of an order causes the remaining purchase to no longer qualify for a promotion, bundle or other offer, the refund may be adjusted where permitted by law and clearly provided for in the applicable promotional terms.
12. Free Gifts & Promotional Items
If a free gift or promotional product was provided because your order met specific qualifying conditions, we may require the promotional item to be returned when the qualifying products are returned, where permitted by law.
If the promotional item is not returned, any adjustment to the refund will only be made where legally permitted and appropriately disclosed.
13. Exchanges
We may not always be able to offer direct exchanges through our online returns process.
Where an exchange is unavailable, you may return an eligible product in accordance with this policy and place a new order for the preferred product.
Your statutory rights regarding faulty products remain unaffected.
14. International & EU Returns
Customers outside the UK should contact us before returning products.
International returns may be subject to additional shipping and customs procedures.
Please contact:
We will provide instructions appropriate to your destination.
Customers in the European Economic Area may also have mandatory cancellation and consumer rights under applicable EU and national consumer-protection laws. The EU framework generally provides a 14-day withdrawal period for distance purchases, subject to statutory exceptions.
15. Customs Duties & Import Taxes
For international orders, the treatment of previously paid customs duties, import VAT and other government charges depends on how those amounts were collected and the rules of the relevant customs authority.
Amounts collected directly by customs authorities or third parties may need to be reclaimed from the relevant authority or provider rather than Gissah.
Where Gissah collected an amount directly and is legally responsible for refunding it, we will process it according to applicable law.
16. Orders Returned to Sender
If an order is returned to us because of:
- An incorrect address
- Failed delivery attempts
- Failure to collect the shipment
- Refusal to accept delivery
we will review the circumstances before determining the appropriate refund.
Reasonable costs may be deducted where legally permitted.
This does not affect your statutory rights where Gissah or the carrier is responsible for the delivery issue.
17. Cancel Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as quickly as possible:
We will try to cancel the order before fulfilment.
If the order has already entered fulfilment or been dispatched, you may need to follow the normal returns procedure.
18. Proof of Purchase
We may request reasonable proof of purchase when processing a return or refund.
This could include your:
- Order confirmation
- Order number
- Email confirmation
- Other evidence showing that the product was purchased from Gissah
UK guidance permits retailers to request proof that an item was purchased from them.
19. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights provided to consumers by applicable law.
In the UK, this includes rights under relevant consumer legislation concerning goods that are faulty, not as described or otherwise fail to meet statutory requirements. Businesses cannot use their terms to remove mandatory rights relating to faulty or misdescribed goods.
20. Contact Us
For return, refund, cancellation or damaged-product enquiries, contact:
GISSAH LIMITED
Company Registration Number: 850915
VAT Registration Number: GB514193312
Email: [email protected]