Returns & Refunds

This page summarises how returns work at Go Assist Appliances (Go Assist Ltd). The full policy — including your cooling-off rights, diminished-value rules and the model cancellation form — is on our Refund policy page. If anything here differs from that page, the Refund policy applies.

Before you buy — change-of-mind return costs

You can cancel most online orders within 14 days of receiving the goods for any reason (Consumer Contracts Regulations 2013). If you change your mind:

• Large / major appliances (MDAs): Major domestic appliances cannot normally be returned by post. If we collect on a change-of-mind cancellation, our estimated reasonable collection cost is £50 inclusive of VAT. You can return the appliance yourself at your own cost where practical.
• Small appliances, spare parts and accessories: you arrange and pay return postage (or return the item yourself at your own cost). We will give you a returns address and reference.

We still refund the Product price and the original standard delivery cost within 14 days as the law requires (less any lawful deductions).

Faulty, damaged, misdescribed or wrong items — free

If the Product is faulty, damaged, not as described, or we sent the wrong item — or you use your rights under the Consumer Rights Act 2015 (including the 30-day short-term right to reject) — the return is free. We arrange collection or a prepaid returns label for those statutory returns only.

How to start a return

1. Call 0333 733 1234 or email customerservices@go-assist.co.uk.
2. Give your order number and why you are returning.
3. We will give you a returns reference and explain next steps (collection with the change-of-mind fee if applicable, return at your own cost, or a free prepaid label for statutory/faulty returns).

Your legal rights

Nothing on this page limits your statutory rights. You may have longer to claim if goods do not conform — typically up to 6 years from supply in England and Wales (5 years in Scotland). Risk in the Products stays with us until they are delivered to you (or to someone you nominate, other than the carrier). Read the full Refund policy for detail on inspection, diminished value, repair and replacement, and the cancellation form.

Contact
Go Assist Ltd (company no. 08668025), Unit 17, Branksome Business Park, Bourne Valley Road, Poole, BH12 1DW, United Kingdom
Telephone: 0333 733 1234
Email: customerservices@go-assist.co.uk