Returns & refunds.

Your right to cancel

Under the UK Consumer Contracts Regulations 2013, if you are a consumer purchasing at distance (online, by phone or by mail) you have a statutory right to cancel your order within 14 calendar days of receipt, for any reason. 2GO Limited voluntarily extends this cancellation window to 30 calendar days for unused parts in the original packaging.

Items you can return

• Unused parts in their original, unopened packaging.
• Parts that have been fitted for the purpose of inspection only (i.e. offered up to the appliance and removed without being connected).
• Parts delivered incorrectly (wrong item picked, damaged in transit, or manufacturing fault) — see warranty below.

Items we cannot accept back

• Parts that have been installed, wired in, or otherwise used.
• Consumables (filters, seals, dust bags) that have been unsealed.
• Special-order or custom-cut items (for example, cut-to-size stove glass).
• Electrical parts that have been powered up.

How to return an item

1. Email call@2-go.co.uk with your order number and reason for return. We will issue an RMA number and return address.
2. Repack the item in its original packaging with the RMA number clearly marked on the outside.
3. Send the parcel with a tracked service — the return postage cost is the customer's responsibility unless the item was faulty or incorrectly supplied.
4. Once received and inspected (usually within 3 working days), we will process a refund to the original payment method within 5 working days.

Faulty or incorrectly supplied items

If we send you the wrong item, or an item is faulty on arrival, we will cover return postage and either replace the item or refund in full — your choice. Please email us within 7 days of receipt.

Refunds

Refunds are issued to the original payment card or PayPal account within 5 working days of us receiving and inspecting the returned goods. Delivery charges are refunded only where the return is due to our error.