REFUNDS & RETURNS

Real fuel, real receipts. If something’s not right with your order, here’s how we sort it — and what your rights are under UK consumer law.

1. Your statutory rights

This policy sits alongside — and never reduces — your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under those laws, goods must be of satisfactory quality, fit for purpose, and as described.

2. Cooling-off period (change of mind)

If you order online and live in the UK, you generally have 14 days from the day you receive the goods to cancel without giving a reason, then a further 14 days to return them.

Merch (tees, hoodies, caps, cups)

• Return within 14 days of delivery for a full refund of the item price.
• Items must be unworn, unwashed, with all tags attached, and ideally in original packaging.
• You pay the return shipping unless the item was defective or we sent the wrong thing.
• Refund issued to your original payment method within 14 days of us receiving the goods (or proof of return), whichever is sooner.

Drinks (and other perishables)

Under UK law, the right to cancel does not apply to perishable goods (Regulation 28). That means once we’ve dispatched the drinks, we can’t accept “changed my mind” returns.

You are still fully covered if the drinks are defective, damaged in transit, expired on arrival, or not as described — see section 4.

3. Items that can’t be returned

• Drinks and other perishable items, unless defective.
• Sealed personal-care or hygiene items where the seal has been broken.
• Made-to-order or personalised items.
• Loyalty rewards redeemed using points (no cash refund — we may re-credit the points at our discretion).
• Gift cards (where issued).

4. Damaged, defective, or wrong items

If your order arrives damaged, missing items, or with the wrong product, get in touch within 14 days at hello@go-ju.online with:

• Your order number,
• Photos of the issue (and the outer packaging if damaged in transit),
• What you’d like us to do — replacement or refund.

We’ll resolve it within 5 working days. We cover return shipping for defective or incorrectly-shipped items.

5. How to return merch

1. Email hello@go-ju.online with your order number and what you’re returning. We’ll send a return address and reference.
2. Pack the item(s) securely with tags attached.
3. Send via a tracked service — we recommend keeping proof of postage. We’re not responsible for items lost in transit on the way back to us.
4. Once we receive and inspect the item, we’ll process the refund within 14 days. Refund timing on your statement depends on your bank/card.

6. Refund method & timing

• Refunds go to the original payment method only.
• Card refunds typically appear in 3–10 working days depending on your bank.
• If you used loyalty points or a discount code, the refunded amount reflects what you actually paid, not the headline price.
• Original outbound shipping is non-refundable except for defective / wrong items or full-order cancellation under your cooling-off right.

7. Loyalty programme returns

If you return an item that earned you points, the corresponding points will be deducted from your account. If that puts your balance below a tier threshold, your tier may be adjusted accordingly.

8. International orders

This policy applies to UK consumer orders. Orders shipped outside the UK may be subject to different return shipping costs, customs charges, and delivery times. Please email us before returning international orders.

9. Wholesale & B2B orders

The cooling-off period for change of mind doesn’t apply to business customers. Wholesale returns are governed by your separate wholesale agreement and the Sale of Goods Act 1979 (as amended).

10. Allergies & reactions

Every Go-JU! drink lists its full ingredients on the label and on the relevant product page. Please read these carefully if you have allergies. We can’t accept returns based on personal taste preference, but if you experience an unexpected reaction, contact us so we can investigate.

11. Contact & complaints

For all returns, refunds, and complaints: hello@go-ju.online. We aim to respond within 2 working days.

If you’re not satisfied with our response, UK consumers can use the Citizens Advice consumer helpline (citizensadvice.org.uk/consumer) or the relevant Alternative Dispute Resolution (ADR) provider for the retail sector.