Refund policy

Last updated: 23 September 2026

Every Low Goose product is chosen to be useful, well made and easy to live with. If something isn't right for your home, this policy explains how cancellations, returns and refunds work, along with the rights you have as a UK consumer.

Your statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Everything we sell must be of satisfactory quality, fit for purpose and as described.

  • If an item is faulty or not as described, you can reject it for a full refund within 30 days of delivery.
  • Between 30 days and six months after delivery, you are entitled to a repair or replacement. If neither is possible, or it doesn't fix the problem, you can claim a refund or a price reduction.
  • After six months, you may still be entitled to a repair, replacement or refund, but you may be asked to show that the fault was present when the item was delivered.

Your 14-day right to cancel

Because you buy from us online, you can cancel your order for any reason within 14 days, starting from the day after you receive your item. If your order arrives in more than one delivery, the 14 days start from the day after the final item arrives.

To cancel, just tell us clearly by emailing support@lowgoose.com. You can use the model cancellation form at the end of this policy, but you don't have to. Once you've told us, you have a further 14 days to send the item back.

Our 30-day return window

On top of your legal right to cancel, we give you 30 days from delivery to return items you've changed your mind about. For a return under this extended window:

  • The item should be unused and in the same condition as when it arrived
  • It should come back in its original packaging, with all parts, accessories, instructions and labels included

How to return an item

  1. Email support@lowgoose.com within 30 days of delivery
  2. Tell us your order number, the item(s) you're returning and the reason. If an item is faulty or damaged, please add a short description and photos
  3. We'll reply with the return address and everything you need to send it back
  4. Pack the item securely, ideally in its original packaging, and keep your proof of postage until your refund arrives

Please contact us before posting anything so we can give you the correct return address. Items sent without contacting us first may take longer to trace and process.

Fulfilment and return location

Low Goose is operated by ECOM BILAL LTD, a company registered in England and Wales with its registered office in London. Our products are fulfilled through logistics partners and warehouses that may be located outside the United Kingdom, so the place your order ships from may differ from our registered address.

Returns may therefore be directed to a dedicated returns facility rather than our office. We'll confirm the correct address when we reply to your return request. Please don't send items to our registered office unless our team specifically asks you to.

Return postage costs

  • Faulty, damaged or incorrect items: Returns are free. We'll provide a prepaid label, arrange a collection or reimburse your reasonable postage costs.
  • Change of mind: You pay the cost of sending the item back, and this cost is not refunded. We recommend a tracked service, as the item remains your responsibility until it reaches us.

If an item is too large or heavy to return by standard post, we'll tell you the estimated cost of returning it before you send it.

Refunds

When your return arrives, we'll inspect it and email you to confirm your refund. Approved refunds are processed within 7 business days, and always within 14 days of us receiving the item back or you providing proof that you've sent it, whichever comes first.

  • Refunds are made to your original payment method
  • If you cancel under your 14-day right, your refund includes the original standard delivery charge (standard UK delivery is always free with us)
  • We never charge restocking fees

Depending on your bank or card provider, it may take a few extra working days for the refund to appear in your account.

Reduced refunds

You're welcome to unpack and inspect an item as you would in a shop. If a returned item has been handled beyond what was needed to check it (for example, it has been used, assembled and installed, marked or returned with parts missing), we may reduce your refund to reflect the loss in value. This never applies to items that are faulty or not as described.

Items we can't accept for change-of-mind returns

The following items can't be returned simply because you've changed your mind. If any of them are faulty or not as described, your statutory rights still apply in full.

  • Items supplied sealed for health protection or hygiene reasons (such as pillows or bedding) that have been unsealed after delivery
  • Items made to order or personalised to your specification
  • Perishable goods

Exchanges

Would you prefer a different colour, size or finish? The quickest route is to return the original item as described above and place a new order for the one you'd like, so your replacement isn't held up while your return is on its way to us.

Damaged, faulty or incorrect deliveries

If your order arrives damaged, faulty or not what you ordered, please let us know as soon as possible, ideally within 48 hours of delivery, with clear photos of the item and its packaging. Reporting quickly helps us put things right faster and raise any claim with the carrier. This does not limit your statutory rights, and you can still report a fault after this time.

Cancelling before dispatch

If you'd like to cancel an order that hasn't been dispatched yet, email us as soon as you can and we'll cancel it and refund you in full. If your order has already left the warehouse, you can still cancel: simply follow the return steps above once it arrives.

Model cancellation form

Complete and send this form only if you wish to cancel your order. You can copy the text into an email to support@lowgoose.com.

To: ECOM BILAL LTD, trading as Low Goose, 5th Floor, 167-169 Great Portland Street, London, W1W 5PF, United Kingdom. Email: support@lowgoose.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods (delete as appropriate):

  • Item(s):
  • Order number:
  • Ordered on / received on:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

Contact information

Questions about an order, a product or anything else? Get in touch and our team will be glad to help.

Email: support@lowgoose.com

Contact form: Contact page

Customer service hours (UK time)

Monday to Friday: 9:00 am – 5:30 pm
Saturday and Sunday: 10:00 am – 3:00 pm

We aim to respond to every enquiry within 24 hours.

Thank you for choosing Low Goose.

Business Information

Store name: Low Goose

Company name: ECOM BILAL LTD

Company number: 15711893 (registered in England and Wales)

Registered address: 5th Floor, 167-169 Great Portland Street, London, W1W 5PF, United Kingdom