Terms & Conditions

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at info@goodnessary.com. Please note that returns must be sent to the return address provided in our return authorization instructions, not to our London head office address.

If your return is accepted, we will send you a return shipping label, along with clear instructions on how and where to dispatch your package. Items sent back to us without first requesting a return will not be accepted.

For any return-related questions, reach us anytime at info@goodnessary.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and resolve it promptly.

We encourage you to inspect packages upon arrival and flag obvious damage with the courier. If there is an issue with your delivery, please contact us at info@goodnessary.com with clear photographs of the damage or fault within 3 business days so we can swiftly file courier claims and dispatch replacements. Please note: reporting delays do not limit or affect your statutory consumer rights under the UK Consumer Rights Act 2015.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom-made products (special orders or personalized items), and personal care goods (such as opened hygiene or beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please reach out if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on gift cards. Sale items are subject to standard return windows unless marked as final clearance.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

UK & EU 14-Day Statutory Cooling-Off Period

Notwithstanding the above, if your order is delivered within the United Kingdom or the European Union, you have the statutory right under the Consumer Contracts Regulations to cancel or return your order within 14 days of receipt for any reason and without justification. The item must be in the same condition that you received it, unused, with tags, and in its original packaging, accompanied by proof of purchase.

Refunds

We will notify you once we have received and inspected your return, confirming whether the refund has been approved. If approved, you will be automatically refunded via your original payment method within 10 business days. Please remember that banks and card issuers can require additional processing days to post funds to your account.

If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at info@goodnessary.com.

Privacy Policy

This Privacy Policy describes how goodnessary.com (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Contact

If you have questions, require more information about our privacy practices, or would like to make a complaint, please contact us by email at complaints@goodnessary.com or by mail using the details below:

  • Head Office Address (NOT FOR RETURNS): 86-90 Paul Street, London, EC2A 4NE, United Kingdom

  • Phone: 0800 002 5140 / 020 7101 4104

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and details necessary to process your purchases. We may also collect additional information if you contact customer support. In this Privacy Policy, “Personal Information” refers to any information about an identifiable individual.

  • Device Information:

    • Purpose: To load the Site accurately and perform analytics to optimize site performance.

    • Source: Collected automatically via cookies, log files, web beacons, tags, or pixels.

    • Disclosure: Shared with our e-commerce platform processor, Shopify.

    • Data Collected: Web browser version, IP address, time zone, cookie details, pages/products viewed, search terms, and browsing interactions.

  • Order Information:

    • Purpose: To provide products or services, fulfill our contract, process payments, arrange shipping, issue invoices/order confirmations, prevent risk or fraud, and send relevant updates or marketing communications (in accordance with your preferences).

    • Source: Collected directly from you.

    • Disclosure: Shared with Shopify, payment gateways, and logistics/fulfillment partners.

    • Data Collected: Name, billing address, shipping address, payment details, email address, and phone number.

  • Customer Support Information:

    • Purpose: To provide order assistance and customer support.

    • Source: Collected directly from you.

    • Disclosure: Shared with Shopify customer support systems.

    • Data Collected: Communications history, contact details, and resolution notes.

Minors

The Site is not intended for individuals under the age of 18. We do not intentionally collect Personal Information from children. If you are a parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.

Sharing Personal Information

We share your Personal Information with trusted service providers to help us provide our services and fulfill our contracts with you:

  • We use Shopify to power our online store. You can review Shopify's privacy practices at Shopify Privacy Policy.

  • We may disclose Personal Information to comply with applicable legal regulations, court orders, search warrants, or to protect our legal rights.

Behavioural Advertising

We use your Personal Information to deliver targeted advertisements and communications that may interest you:

  • Google Analytics: Helps us analyze user interactions. Read more at Google Privacy Policy or opt out via Google Analytics Opt-out.

  • Shopify Audiences: Helps us present ads on other platforms to shoppers who have purchased from similar merchants.

Opt-out links for targeted advertising:

Lawful Basis (UK & EEA GDPR)

If you reside within the UK or European Economic Area, we process your personal data under the following legal bases:

  • Your explicit consent;

  • The performance of a contract between you and the Site;

  • Compliance with our legal obligations;

  • To protect your vital interests;

  • For our legitimate business interests, provided they do not override your fundamental data rights and freedoms.

Retention

When you place an order through the Site, we retain your Personal Information for our operational and legal records unless and until you request the erasure of this information.

Automated Decision-Making

We do not engage in fully automated decision-making that has a legal or otherwise significant effect on you using customer data.

Our processor, Shopify, uses limited automated decision-making strictly to prevent fraud, including temporary IP or card transaction blocks following repeated failed payments.

 

AI-Powered Customer Support & Chatbot

We use artificial intelligence tools, including Shopify’s AI assistants and automated inbox agents, to provide immediate customer support and assist with everyday order queries.

  • Data Processed: When you interact with our support chat, the AI agent processes the text of your conversation, order details you provide (such as order numbers or email addresses), and relevant browsing session context to answer your questions accurately.

  • Purpose & Retention: Chat logs are retained to maintain continuity across your support tickets, improve service quality, and verify resolution history.

  • Human Escalation: Our AI chatbot does not make automated legal or binding decisions regarding refunds, cancellations, or disputes. You have the right at any point to request escalation to a human member of our support team by typing "speak to an agent" or emailing us at info@goodnessary.com.

 

Your Rights

Under UK GDPR and EU GDPR, you have the right to access, transfer, correct, update, or erase the Personal Information we hold about you. To exercise these rights, please contact us using the details above.

Your Personal Information may be processed in the UK or Ireland and transferred outside the UK/EEA (including Canada and the United States) under standard contractual clauses and data transfer frameworks.

Cookies

Name Purpose Duration
_ab Used in connection with access to admin 2 years
_secure_session_id Facilitates storefront browsing navigation 24 hours
_shopify_country Country checkout detection Session
_shopify_m Manages customer privacy preferences 1 year
_shopify_tm Manages privacy settings 30 minutes
_shopify_tw Manages privacy settings 2 weeks
cart Powers the shopping cart 2 weeks
cart_currency Retains shopping cart currency 2 weeks
cart_sig Checkout verification 2 weeks
checkout_token Powers active checkout 1 year
keep_alive Buyer localization persistence 2 weeks
secure_customer_sig Customer account login security 20 years
storefront_digest Merchant customer login validation 2 years

Analytics & Reporting Cookies

Name Purpose Duration
_landing_page Tracks landing page metrics 2 weeks
_orig_referrer Tracks referring traffic sources 2 weeks
_s Shopify core visitor analytics 30 minutes
_shopify_s Shopify core session analytics 30 minutes
_shopify_y Shopify cross-session reporting 1 year
_y Shopify reporting analytics 1 year
_shopify_ga Google Analytics integration Session

 

Do Not Track

Because there is no uniform industry standard for recognising Do Not Track signals, we do not alter our data collection practices when such signals are detected.

Complaints

If you are unsatisfied with our response to any data concern, you have the right to lodge a complaint with your supervisory body. In the UK, you may contact the Information Commissioner's Office (ICO) directly at https://ico.org.uk/make-a-complaint/.

Last updated: 7 Sept 2026