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Returns and Exchange Procedure
Can we help you? Before deciding to return your product, let us see if we can solve your problem. We’d really rather you enjoyed our product than sent it back. Get in touch with us now, whatever your issue.
Returns and exchanges within 30 days
We want you to be delighted with your purchase, but if you are not, you can return it within 30 days of receipt as long as it complies with the following conditions:
If you decide you do not want the product for any reason, you must return it WITHIN 30 DAYS OF THE PRODUCT'S ARRIVAL. The product must be returned with all components originally received. If you don't return all packaging, parts, and accessories, there will be a fee associated with it, which will be deducted from your refund (if applicable). No returns will be accepted without prior authorization. We do not provide return labels or refunds for return shipping for products returned within our 30-day return policy. Please send an email to wecare@opengoaaal.com and request a return authorization number.
We reserve the right to make a refurbishment charge (for breach of statutory duty to take reasonable care) for elements of the products that are returned in a damaged condition, making them non-resaleable.
You have the responsibility to take reasonable care of the goods while they are in your possession.
Your duty of care extends to ensuring that the goods are not damaged in transit, and so re-packing should be carefully undertaken.
If the return is a cancellation of the contract under the Distance Selling Regulations and is communicated to us by email within 14 days beginning with the day you received the product, then we will refund the full price of the product you purchased and the original delivery price, but you are required to pay the cost of returning it.
There’s a fault with your product (warranty).
We hope our product arrives to you in perfect condition. We quality-check each net individually to ensure that there are no cuts, tears, or breaks.
However, if you believe there is a fault with the product, please email us a picture of what you believe the issue is.
We offer a 1-year guarantee, and if we agree there is a fault, you have the right to return it to be refunded, repaired, or replaced, at your discretion if within the standard 30-day return period, and at ours if outside of that period.
We will refund the original cost of the product (excluding shipping) and your cost of returning it in cases of material defects.
You’ve been sent an incorrect product.
If you believe an incorrect item has been sent, then please email us a picture of what you believe to be incorrect, and we will refund your cost to return said item and send you the correct item.
In the event that a corrected item is sent prior to us receiving the incorrect item back, we expect to receive the incorrect item back from you within 30 days of you receiving the corrected item. Otherwise, we reserve the right to bill you for the incorrect item.
How to send it back
Before returning your product, you must email us advising of the issue or reason for the return and wait for a Return Authorization Form and an RA number to be sent to you. We do not provide refunds for return shipping or return labels for products returned within our 30-day return policy, except in the case of manufacturing defects.
Please be sure to write your RA number on your return shipping label (not on the box) and attach the label to the side of the box covering the original shipping label, not on the front of the box.
We recommend contacting Parcel2Go for a courier quote, who will pick up the parcel from your location. See our product pages for weight. Input the contact name "Open Goaaal", and email wecare@opengoaaal.com.
Our Returns Address:
Open Goaaal Fulfillment, The Storage Place TSP1
Brewery Lane, Tyne and Wear, Gateshead, NE10 0EY, United Kingdom
We will usually process your refund as soon as possible, and in any case, within 14 days following receipt back at our warehouse. Please ensure that you get and retain the tracking number from the return shipment. This will be required to proceed with any refund in the event that a package is lost in transit.