Returns & Refunds Policy

This Returns & Refunds Policy explains how returns, cancellations and refunds are handled when you purchase products through the WeOrder app or website.

WeOrder is operated by:

Nothing in this policy affects your statutory consumer rights.

1. Cancelling an Order

If you have placed an order and want to cancel it, please contact us as soon as possible at ggatrading@mail.com.

We will try to cancel the order before it has been processed or dispatched.

Once an order has been processed, dispatched or delivered, different cancellation and return rules may apply.

For eligible consumer purchases, you may have a legal right to cancel your purchase within the applicable cancellation period.

The right to cancel does not apply to every type of product.

2. Products That Cannot Normally Be Returned

Some products may be excluded from cancellation or return rights where permitted by law.

This may include:

• Perishable goods
• Food and drinks that are unsuitable for return
• Products with a short shelf life
• Sealed products that are not suitable for return for health or hygiene reasons once opened
• Personalised products
• Products made to your specifications
• Other products where applicable law provides an exception

Where a product is subject to a specific return restriction, we will provide appropriate information before or at the time of purchase where required.

3. Unwanted Products

If you change your mind about an eligible product, you may have a legal right to return it.

Where applicable, products should be returned within the required legal timeframe and should be handled with reasonable care.

We may be entitled to reduce a refund where the value of a product has been reduced because it has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality.

This does not affect your statutory rights.

4. Faulty Products

If a product is faulty, defective or does not meet the required legal standards, please contact us.

Depending on the circumstances and applicable law, you may be entitled to:

• A repair
• A replacement
• A refund
• A price reduction
• Another legal remedy

Your legal rights depend on the circumstances and the country in which you purchased the product.

Nothing in this policy limits your statutory consumer rights.

5. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• A description of the damage
• Photographs of the product
• Photographs of the packaging where relevant

This information can help us investigate the issue with the courier or supplier.

Where the product is damaged or otherwise does not meet your legal rights, we will provide an appropriate remedy in accordance with applicable law.

6. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.

Please provide your order number and details of the missing or incorrect item.

Depending on the circumstances, we may:

• Send the correct item
• Arrange collection of an incorrect item
• Provide a refund
• Offer another appropriate solution

7. How to Request a Return or Refund

To request a return or refund, contact ggatrading@mail.com.

Please include:

• Your full name
• Order number
• Product name
• Reason for your request
• Photographs where relevant

We will review your request and let you know what happens next.

Please do not send products back without contacting us first unless we have specifically instructed you to do so.

8. Return Costs

Where you are exercising a statutory cancellation right because you have changed your mind, you may normally be responsible for the direct cost of returning the product unless we have agreed to cover those costs or applicable law requires otherwise.

Where a product is faulty, damaged, incorrect or otherwise does not conform to your legal rights, we will deal with return costs in accordance with applicable law.

9. Refunds

Once we have approved a refund, we will normally refund the original payment method.

Refunds may take additional time to appear in your bank account depending on your bank or payment provider.

Where applicable law requires a refund to be made within a specific period, we will comply with that requirement.

10. Delivery Charges and Refunds

Where you exercise a statutory cancellation right, applicable law may require us to refund eligible standard delivery charges.

Additional charges resulting from your choice of a more expensive delivery method may not necessarily be refundable where permitted by law.

Where an order is cancelled because of a fault on our part, we will provide any refund required by applicable law.

11. International Returns

WeOrder may sell products to customers in the UK, European Union and Middle East.

International returns may be subject to additional requirements, including customs and shipping arrangements.

Where you have a legal right to return an item, we will provide appropriate return instructions.

You should not return an international order without contacting us first.

12. Refunds for Cancelled Orders

If we cancel your order because a product is unavailable, there is an error with the order, or we are unable to fulfil the order, we will arrange an appropriate refund.

If payment has been taken but the order cannot be fulfilled, we will refund the amount that you are legally entitled to receive.

13. Promotional Items and Discount Codes

If you return products purchased using a promotional discount, the refund will normally reflect the amount actually paid for the returned products.

Where an offer requires multiple products to qualify for a discount, returning part of the order may affect the promotional price.

We will explain any applicable adjustment where required.

14. Gift Cards and Account Credit

If WeOrder offers gift cards, promotional credit or account credit, separate terms may apply.

Unless required by law, promotional credit may not be refundable or exchangeable for cash.

Any applicable restrictions will be explained when the credit or gift card is issued.

15. Fraudulent or Abusive Refund Requests

We reserve the right to investigate suspicious or potentially fraudulent refund requests.

This may include situations where we reasonably believe that:

• A refund request is fraudulent
• Products have been intentionally damaged
• A customer repeatedly claims that orders were not received when delivery records indicate otherwise
• Payment fraud is suspected
• Promotional offers are being abused

Any action we take will be subject to applicable law and will not affect legitimate consumer rights.

16. Consumer Rights

If you are a consumer, you have legal rights relating to the quality, description and suitability of products you purchase.

For UK customers, these rights may arise under applicable UK consumer protection legislation.

For EU customers, applicable EU consumer protection laws may provide additional rights.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any statutory rights that cannot legally be excluded or restricted.

17. Contact Us

If you have a question about a return or refund, please contact:

GGA Trading Limited trading as WeOrder
Email: ggatrading@mail.com
Suite RA01, 195-197 Wood Street, London, E17 3NU

Please include your order number whenever possible.

WeOrder · GGA Trading Limited · Company number: 13976447