Refund policy

Refund & Returns Policy

Thank you for shopping with Ganymede.shop. We take pride in providing high-quality products and excellent customer service. Please read our refund and returns policy carefully before making a purchase.

All Sales Are Final

As our products are made specifically for each order, all sales are final, and we do not accept returns, exchanges, or cancellations due to change of mind, incorrect size selection, or personal preference.

However, if your item arrives damaged, defective, misprinted, or incorrect, we will work with you to resolve the issue through a replacement, refund, or another appropriate solution.

This policy does not affect any rights you may have under applicable UK consumer protection laws. 

EU Return Policy

This policy applies only to orders delivered to customers located within the European Union (EU).

Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

The withdrawal period expires 14 days after you, or a third party designated by you (other than the carrier), takes physical possession of the final item in your order.

To exercise your right of withdrawal, you must notify us within the 14-day period by submitting a request through the Contact Form available on Ganymede.shop.

How to Return an Item

To request a return, please provide:

  • Your order number
  • The item(s) you wish to return
  • Any relevant details regarding your request

Once your request has been approved, we will provide instructions for returning the item.

Items must be returned within 14 days of notifying us of your withdrawal.

Return Conditions

Returned items must be:

  • Unworn
  • Unwashed
  • Unused
  • In their original condition
  • Returned with original packaging where reasonably possible

We reserve the right to reduce any refund to reflect any loss in value resulting from handling beyond what is necessary to inspect the goods.

Refunds

Once the returned item has been received and inspected, any approved refund will be issued to the original payment method.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been returned.

Original standard delivery charges will be refunded where required by applicable law.

Exclusions

The right of withdrawal may not apply to certain products where exemptions are permitted under applicable EU consumer protection laws, including personalised or custom-made products.

Where such exemptions apply, they will be clearly indicated at the time of purchase.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, please contact us through the Contact Form on Ganymede.shop within 7 days of delivery.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs showing the problem
  • Your preferred resolution (replacement or refund)

Approved claims may result in a replacement, refund, or another appropriate resolution.

Damaged, Defective, or Incorrect Items

If there is an issue with your order, you must contact us within 7 calendar days of delivery through the contact form on our website and provide:

  • Your order number
  • A description of the issue
  • Clear photos showing the defect, damage, or error
  • Your preferred resolution (replacement or refund)

Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

Review & Resolution

We aim to respond to all enquiries within 2 business days.

If your claim is approved, we will arrange an appropriate resolution, which may include a replacement product or a refund to your original payment method. Refunds will generally be processed within 5–7 business days after approval, although your bank or payment provider may take additional time to process the funds.

Fraudulent or Abusive Claims

Claims that we reasonably believe are fraudulent, abusive, intentionally misleading, or made outside of these terms may be denied.

Contact Us

For any questions or issues regarding your order, please use the Contact Form available on Ganymede.shop. We do not provide customer support through direct email.