Returns and refunds

The easiest return: at the door

If the machine is not right when it arrives, refuse the parcel. Since no money has changed hands, there is no refund to process and no paperwork. The courier brings it back to us, we cover that trip, and the order is simply cancelled. That is why we suggest opening the box while the courier is still with you.

14 days to change your mind

Once you have accepted a parcel and paid for it, you have 14 days from the day of delivery to let us know you want to cancel. EU consumer law gives you this right, and no explanation is needed.

1. Email support@gormox.com within the 14 days, naming the machine and quoting your order reference.
2. Our reply gives the address to send it to and a code to mark on the outside of the parcel. Please wait for that code before sending anything, so the parcel can be matched to your order.
3. Send the machine within 14 days of telling us.

What condition it should be in

Inspect it the way you would in a store: take it out of the box, check it over, and switch it on briefly if you want to be sure it works. Cooking a week of meals in it goes beyond that. If a machine comes back in a state that lowers its value, such as a grill plate with burnt-on fat or a coffee tank that has been used and not emptied, we may reduce the refund, and we tell you the figure before doing so.

Please send it back with everything it came with: removable trays, the frying pan, the filter basket, the manual. The original box is the safest way to pack it, though it is not a condition of the refund.

Faulty, wrong or damaged

These are not the same as changing your mind. If a machine is faulty, is not the one you ordered, or was damaged in transit, tell us with a short description and a photo or video. We arrange collection at our cost and offer a repair, a replacement or a refund, as set out on the guarantee page. Transit damage should be reported within 48 hours of delivery; the delivery page explains why.

How the money comes back

Refunds travel the same road as the payment did. Settled by card, the sum lands back on that card. Settled in cash, there is no card to credit, so it is sent by bank transfer to an account you choose. Once the machine is back with us and has been checked, we email you to ask for the account holder’s name and the IBAN. We use those details for that one payment and delete them once the bank has confirmed it.

The transfer is sent within 14 days of the machine reaching us, often sooner. Your bank may take another working day or two to show it.

If you disagree with a decision

Write to support@gormox.com with your order reference and what you think would be a fair outcome, and someone will look at it again. If we still cannot agree, the consumer authority in your country can help, and, for a purchase made from another EU country, so can your national European Consumer Centre (ECC).

These arrangements are in addition to your legal rights, never instead of them.