Refund policy
Returns & Exchanges
We hope you are delighted with your GERM purchase. If for any reason you wish to return an item, we aim to make the process straightforward.
Under UK consumer regulations, customers have the right to cancel an order within 14 days of receiving their goods. A further 14 days is then provided to return the item.
To be eligible for a return, products must be unused, unwashed, and in their original packaging with all components included.
Because our products are drinkware items intended for personal use, we are unable to accept returns for items that have been used with liquids, washed, or otherwise altered after opening. This policy helps us maintain appropriate hygiene standards for all customers.
If your item arrives damaged or faulty, please contact us within 48 hours of delivery so we can arrange a replacement or refund.
Once returned items are received and inspected, refunds will be processed to the original payment method.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
For return enquiries, please contact:
We are always happy to help.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@germstore.co.uk
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