This policy applies to physical products purchased from G Stem Shop, including children’s STEM toys, science experiment kits, robots and electronic building sets. Return and refund arrangements depend on the reason for the return, the nature and condition of the product, and any applicable consumer rights. Nothing in this policy limits your statutory rights.
Return Conditions
If you would like to return an item, please contact us promptly to confirm the return arrangements and any time limits that apply to your order. We do not set out a fixed return window on this page. This does not replace or restrict any return or cancellation period available under applicable rules.
For change-of-mind returns, items should generally be unused and kept in reasonably good condition, with their accessories, instructions and original packaging retained where applicable. Please take reasonable care of the item while it is in your possession. Missing packaging or signs of handling do not automatically remove any statutory rights you may have.
Depending on the product’s nature, applicable rules and the information on its product page, some change-of-mind returns may be restricted. Where applicable, this may include personalised or made-to-order products, sealed hygiene-sensitive items once unsealed, or certain consumable or perishable goods. These are not blanket exclusions for our toys, experiment kits, robots or electronic building sets, and they do not remove your rights if a product is faulty or not as described.
How to Request a Return
- Contact us through https://gstemshop.com/contact-us/, providing your order number, the item you wish to return and the reason for your request. If the item is faulty, damaged or incorrect, please describe the issue and include photographs where helpful and reasonably possible.
- We will review your request and provide the applicable return instructions, including where to send the item and how return postage will be handled. Please obtain these instructions before posting your parcel so it reaches the correct destination.
- Pack the item securely and return it according to the instructions provided. Include any accessories or other components requested, where applicable, and retain your proof of postage.
- Once the return is received, we will check the item and confirm the outcome, including any refund or other appropriate remedy. Any assessment will take account of the reason for return and your applicable rights.
Refunds
Where a refund is due, it will normally be issued to the original payment method. If this is not possible, we will contact you to agree an appropriate alternative.
We will confirm the applicable refund arrangements when reviewing your request and process any refund within the timeframe required by applicable rules. The time it takes for the funds to appear in your account may also depend on your bank or payment provider.
The refundable amount, including the treatment of any original delivery charges, will depend on the circumstances and applicable rules. Any proposed deduction, where permitted, will be explained; deductions will not be used to restrict your statutory rights.
Return Postage
Responsibility for return postage will be confirmed based on the reason for the return, the condition of the goods and applicable rules. A change-of-mind return may be handled differently from a return involving a faulty, damaged or incorrectly supplied item. Please contact us before arranging postage or incurring return costs so we can explain the arrangements that apply.
Exchanges
Exchanges depend on stock availability, the condition of the item and the circumstances of your request. Please contact us first to confirm whether an exchange is available and how to proceed. This does not affect any right you may have to a replacement or another remedy for faulty or incorrectly supplied goods.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains the wrong item, or develops a fault, please contact us promptly with your order details and a description of the problem. Keep the item and any relevant packaging where reasonably possible to help us assess the issue.
These requests are assessed separately from change-of-mind returns. Depending on the circumstances and your applicable rights, an appropriate remedy may include a repair, replacement or refund. Change-of-mind conditions and product exclusions will not be used to deny a remedy to which you are legally entitled.
Contact Us
For return instructions, refund enquiries or help with an order, please use our contact page: https://gstemshop.com/contact-us/.
