Terms of service
1. About These Terms of Service
1.1 These Terms of Sale apply when you use our website (available at gainage.com) (the "Website") to purchase products. By purchasing any goods made available on the Website (including during product drops) (the "Products"), you confirm that you agree to these Terms of Sale. These Terms of Sale should be read alongside any specific terms and conditions applicable to the Products.
2. Who We Are
2.1 The Website is operated in the United Kingdom by GAINAGE based at 206 Turners Hill, Cheshunt, ENG, EN8 9DE. You can find everything you need to know about us and our Products on the Website. If you purchase Products from us, we will confirm the key information to you in writing during the checkout process.
3. Orders Are Not Confirmed Until Accepted
Once we have accepted your order, you will receive a confirmation email. Please note that until you receive this confirmation, your order is not finalised.
4. Pricing
We set our prices at our sole discretion and reserve the right to adjust them at any time. Please check the relevant product page before completing checkout to confirm the price applicable to your order.
5. We Reserve the Right to Reject Orders
Occasionally we may need to reject an order, either before or after confirmation. Reasons may include a product becoming unexpectedly out of stock, inability to verify your age for age-restricted items, your delivery address falling outside our delivery areas, or a pricing error on our part. If this happens, we will notify you as soon as possible and issue a full refund of any amount paid.
6. Payment
Payment is taken in full at the point you complete the checkout process. Ownership of your ordered goods passes to you once payment has been received in full.
7. VAT
If the rate of VAT changes between your order date and the date your Product is supplied, we will adjust the VAT accordingly, unless you have already paid in full before the change takes effect.
8. Import Duties & Taxes
When ordering Products for delivery outside of mainland UK, you may be subject to import duties and taxes levied upon arrival at the destination country. Any additional customs clearance charges are your responsibility — we have no control over these costs. Customs policies vary widely by country, so we recommend contacting your local customs office for further guidance. Please note that by placing an international order, you are considered the importer of record and are responsible for complying with all applicable laws and regulations in your country.
9. Delays Outside Our Control
In the unlikely event that supply or delivery of a Product is delayed due to circumstances beyond our control — such as natural disasters, severe weather, fire, conflict, or a pandemic — we will contact you as soon as possible. We will do everything we can to minimise the delay but will not be liable for compensation as a result. If the delay is likely to be significant, please reach out to our Customer Service Team at info@gainage.com to discuss available options.
10. Product Appearance
We make every effort to ensure that product images on the Website are accurate. However, a Product or its packaging may vary slightly from how it appears on your screen or device.
11. Your Right to Change Your Mind
11.1 For most Products purchased via the Website, you have a legal right to change your mind and receive a refund, including delivery costs, subject to the conditions below.
11.2 You cannot cancel an order for:
- Products sealed for health protection or hygiene purposes, once unsealed after delivery
- Sealed audio, video, or computer software, once unsealed after delivery
- Goods made to your specifications or that are clearly personalised
- Goods that have become inseparably mixed with other items after delivery
11.3 If you wish to cancel, you must notify us no later than 14 days after the day your Product is delivered. If your order is delivered in multiple instalments, the 14-day period begins the day after the final delivery.
11.4 To cancel, please contact our Customer Service Team at info@gainage.com.
12. Returning Products
You must return any Products (including any free gifts) within 14 days of notifying us of your decision to cancel. Return shipping costs are your responsibility unless we stated otherwise at the time of purchase. Please use a tracked delivery service and retain proof of postage. If we do not receive the goods, or do not receive them within a reasonable timeframe, a refund may not be issued.
13. Delivery Timeframes
Wherever possible, we will provide estimated delivery timeframes. We will make every effort to meet these estimates, however delays can occasionally occur due to factors outside our control, including material shortages, transport disruption, import delays, or high demand. We are not liable for any such delays. For delivery updates, please contact our Customer Service Team at info@gainage.com.
14. Refused Deliveries
If you refuse a delivery and the Product is returned to us, you will be responsible for the return shipping costs. These costs will be deducted from any applicable refund.
15. Refund of Delivery Costs
We only refund standard delivery costs. Any premium delivery charges — such as express or timed delivery — will not be refunded.
16. International Returns
For customers outside the UK, a flat processing fee will be applied to any returned Products. This fee will be deducted from the total refund amount.
17. Refund Deductions for Used or Damaged Products
If a Product is returned in a condition that would not be acceptable in a retail environment, we reserve the right to reduce your refund to account for the loss in value. This includes Products that are not in "as new" condition, have had price tags removed, have damaged packaging, or are missing accessories. In some cases, no refund may be due. For guidance, please contact us at info@gainage.com.
18. How and When We Refund You
18.1 If your Product has not yet been dispatched, we will issue your refund as soon as possible and within 14 days of receiving your cancellation request.
18.2 If your Product has already been delivered, we will process your refund within 14 days of receiving the returned goods (or proof that they have been sent).
18.3 Refunds are issued using the original payment method and currency. No fees are charged for processing a refund.
19. Faulty or Incorrect Products
If you believe there is a fault or issue with your Product, please contact us at info@gainage.com. We are committed to providing products that match their description and meet all legal requirements.
20. Product Changes
20.1 We reserve the right to make changes to a Product in the following circumstances:
- To reflect updates in relevant laws or regulations
- To update pricing for future purchases
- To make minor technical or quality improvements that do not affect overall use
21. Product Withdrawal
We reserve the right to withdraw any Product from sale. Where possible, we will notify you in advance and refund any amounts paid for Products that can no longer be fulfilled.
22. Ending the Contract
22.1 We reserve the right to terminate our contract with you and seek any compensation owed if:
- You fail to make payment when due and do not resolve this within 7 days of a payment reminder
- You fail to provide necessary information or cooperation within a reasonable timeframe
- You fail to accept delivery or arrange collection within a reasonable timeframe
- You breach any applicable third-party terms and conditions relating to the Product
23. No Commercial Resale
Our Products are sold for personal, non-commercial use only. By purchasing from us, you agree not to resell, distribute, or use our Products for commercial purposes without our prior written consent. We reserve the right to refuse, limit, or cancel any order we reasonably believe is intended for commercial resale. Unauthorised resale may result in order cancellation or legal action, including the removal of unauthorised listings or content promoting our Products without permission.
24. Our Liability to You
24.1 We are responsible for losses you suffer as a direct result of us breaching these Terms of Sale, unless the loss is:
- Unforeseeable — not something either party could have reasonably anticipated
- Due to events outside our control — provided we have followed the steps outlined in Clause 9
- Avoidable — something you could have prevented by taking reasonable steps, such as following our care instructions
- Business-related — arising from use of our Products for trade, business, or professional purposes
25. Your Personal Data
How we handle your personal data is set out in our Privacy Notice, available on the Website.
26. Resolving Disputes
26.1 If you have a concern or complaint, please contact us at info@gainage.com in the first instance so we can work to resolve it.
26.2 These Terms of Sale are governed by English law. Regardless of where you are based, you may bring a claim against us in the English courts. If you are based in Wales, Scotland, or Northern Ireland, you may also bring claims in the courts of your home country. We may bring claims against you in the courts of the country in which you reside.
27. General Terms
27.1 We may transfer our contract with you to another organisation. We will notify you in writing if this occurs, and your rights under these Terms of Sale will not be affected. If you are unhappy with the transfer, you may contact us within 7 days to end the contract and receive a refund for any undelivered Products.
27.2 You may only transfer your contract with us to another party with our written agreement.
27.3 These Terms of Sale form a contract solely between you and Gainage. No third party has the right to enforce any part of this agreement.
27.4 If any part of these Terms of Sale is found to be unlawful or unenforceable, the remaining terms will continue to apply in full.
27.5 If we delay in enforcing any part of these Terms of Sale, we retain the right to do so at a later stage.
