Refund policy

Changed your mind? 14-day cancellation right

If you bought from us online, you have the right to cancel your order within 14 days, starting from the day after you (or someone you name) receive the goods. If your order arrives in more than one delivery, the 14 days start the day after you receive the last item.

To cancel, email us at goteio.uk@gmail.com with your order number and the items you want to return. You can also use the model cancellation form below. You don't have to give a reason.

Sending items back

Please email us before sending anything back. Our products are sent from different partner warehouses, so we will tell you the correct return address for your item.

You must send the items back within 14 days of telling us you want to cancel. Unless the item is faulty or we sent the wrong item, you pay the cost of returning it. We recommend a tracked service, as items are your responsibility until they reach us.

Please take reasonable care of the items. You may handle them as you would in a shop, but we may reduce your refund if their value has gone down because they were handled more than necessary.

Your refund

We will refund the price you paid for the items, plus the standard delivery cost you paid (if you chose a more expensive delivery option, we refund only the standard rate). We will refund you within 14 days of receiving the items back, or of you giving us proof that you sent them back, whichever is sooner. Refunds go back to your original payment method.

Items that can't be returned

For health and hygiene reasons, we can't accept returns of items that were sealed and have been unsealed after delivery, for example ear plugs or similar personal-care items. This does not affect your rights if the item is faulty.

Faulty, damaged or wrong items

If an item is faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply. Within 30 days of delivery you can ask for a full refund. After that, we will offer a repair or replacement, or a refund if that isn't possible. Please email us with your order number and a photo of the problem, and we will cover the cost of returning it.

These rights are in addition to your statutory rights and do not affect them.

Model cancellation form

To TEIO LTD (GoTeio), email: goteio.uk@gmail.com
I hereby give notice that I cancel my contract for the sale of the following goods: [items]
Ordered on / received on: [dates]
Order number: [number]
Name and address: [your details]
Date: [date]