Refund policy
Returns & Refund Policy
At Gate359, we want you to feel confident when ordering your travel essentials.
Every product is carefully selected with real journeys in mind, and we hope you are completely happy with your purchase. If something is not right, we will always aim to make the returns process clear, fair and straightforward.
30-Day Returns
Gate359 offers a 30-day return window on eligible products, starting from the date your order is delivered.
To request a return, please contact us within 30 days of receiving your order.
For a change-of-mind return, your item should be:
-
In its original condition
-
Unused, unworn and undamaged
-
Complete with all accessories and components supplied
-
Returned with any Gate359 storage bag, carry bag or protective case supplied with the product
-
In its original product packaging where reasonably possible
-
Accompanied by proof of purchase
Please contact Gate359 before sending any item back to us.
Your Statutory Rights
Our 30-day returns policy is in addition to your statutory consumer rights.
For eligible purchases made online, UK consumers generally have the right to notify us that they wish to cancel their order within 14 days of receiving it. They then have a further 14 days to return the goods.
Nothing in this policy limits or replaces your statutory rights in relation to goods that are faulty, damaged, incorrectly supplied or not as described.
Gate359 Carry Bags & Cases
Some Gate359 products are supplied with a dedicated storage bag, carry bag or protective case.
Where one of these is supplied, it forms part of the complete product and its original packaging and must be returned with the product.
This includes, for example:
-
Neck pillows supplied with a Gate359 carry bag
-
Eye masks supplied with a Gate359 carry bag
-
Travel bundles supplied with one or more Gate359 storage bags
-
Products supplied with a protective Gate359 case
A product returned without its supplied Gate359 bag, case, accessory or other component is an incomplete return.
Where legally permitted, we may reduce a refund to reflect any reduction in value caused by missing components, accessories, bags or cases.
Compression Socks & Hygiene
For hygiene reasons, compression socks cannot be returned for a change of mind once their hygiene seal or protective hygiene packaging has been opened.
Please check your selected size and colour carefully before opening the packaging.
Compression socks that remain unused and have their hygiene seal intact may be returned in accordance with our standard returns policy.
We cannot accept change-of-mind returns for compression socks that have been worn, tried on beyond what is reasonably necessary, or returned with opened hygiene packaging.
This restriction does not affect your statutory rights if the socks are faulty, damaged, incorrectly supplied or not as described.
Eye Masks & Earplugs
Please take reasonable care when inspecting eye masks and their accessories.
Where foam earplugs or other components are supplied in sealed hygiene packaging, they cannot normally be returned for a change of mind once the hygiene seal has been broken.
If an eye mask set is returned, all included components must be returned together where applicable, including:
-
The eye mask
-
Removable eye cups
-
Foam earplugs
-
Earplug storage case
-
Gate359 carry bag
Your statutory rights remain unaffected if an item is faulty, damaged, incorrectly supplied or not as described.
Bundles & Collections
Gate359 bundles and collections are sold as complete product sets.
If you wish to return a complete bundle or collection for a refund, all products, accessories, storage bags, protective cases and other components included with that bundle must be returned together.
For example, the Gate359 Complete Travel Comfort Bundle should be returned with all of the products and storage items originally supplied with it.
If part of a bundle is:
-
Missing
-
Damaged
-
Used beyond what is reasonably necessary to inspect it
-
Not returned with the rest of the set
we may reduce the refund where legally permitted to reflect the resulting reduction in value.
Individual hygiene restrictions still apply to hygiene-sensitive products contained within bundles.
Change-of-Mind Returns
If you change your mind about an eligible purchase, please contact us as soon as possible at:
For eligible change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.
Items should only be handled to the extent reasonably necessary to inspect their nature, characteristics and function.
Products showing excessive use, wear, damage or handling beyond what would reasonably be expected when inspecting them may be subject to a reduction in refund value where permitted by law.
Faulty, Damaged or Incorrect Items
If your order arrives:
-
Damaged
-
Faulty
-
Incorrect
-
Missing an included component
-
Significantly different from its description
please contact us as soon as possible at:
Please include:
-
Your name
-
Order number
-
Details of the issue
-
Photographs where appropriate
We will review the issue and provide the appropriate next steps.
Depending on the circumstances and your consumer rights, this may include a replacement, repair or refund.
If we have supplied an incorrect, faulty or damaged item, please contact us before arranging return postage so that we can provide the correct instructions.
Return Postage
For eligible change-of-mind returns, customers are responsible for arranging and paying for return postage unless Gate359 agrees otherwise.
We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
Gate359 cannot be responsible for returned parcels that are lost before reaching us.
For faulty, damaged or incorrectly supplied goods, please contact us first so that we can provide the appropriate return instructions.
Refunds
Once your return has been received, we will inspect it and confirm whether your refund has been approved.
Approved refunds will be returned to the original payment method.
We aim to process approved refunds promptly and in accordance with applicable consumer law.
After a refund has been issued, your bank, card provider or payment service may require additional time to display the funds in your account.
Where a returned item has been handled beyond what is reasonably necessary to inspect it, damaged after delivery, or returned incomplete, a deduction may be made where legally permitted to reflect the reduction in value.
Exchanges
If you would like to exchange an eligible product for a different size, colour or item, please contact:
Exchanges are subject to availability.
Products subject to hygiene restrictions, including compression socks with opened hygiene packaging, cannot normally be exchanged for change-of-mind reasons.
This does not affect your rights where goods are faulty, damaged or incorrectly supplied.
Cancelling an Order Before Dispatch
If you need to cancel or amend an order, contact us as quickly as possible at:
We will always try to help.
However, once an order has entered our dispatch process, we may not be able to stop it from being sent.
If your order has already been dispatched, you can follow the applicable returns process once it arrives.
Items That Cannot Be Returned for Change of Mind
Subject to your statutory rights, we may be unable to accept change-of-mind returns for:
-
Compression socks where the hygiene seal or protective hygiene packaging has been opened
-
Other hygiene-sealed products once the hygiene seal has been broken
-
Products that have been excessively used, worn or damaged after delivery
-
Incomplete products or sets
-
Personalised or custom-made goods, should Gate359 offer these in the future
These exclusions do not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
How to Start a Return
To request a return, email:
Please include:
-
Your full name
-
Your order number
-
The product or products you wish to return
-
The reason for the return
-
Photographs if the product is damaged, faulty or incorrectly supplied
Once your return request has been reviewed, Gate359 will provide the correct returns address and return instructions.
Please do not send any products back before contacting us and receiving the appropriate return instructions.
Sending an item to an address without first contacting Gate359 may delay the processing of your return.
Our Commitment
Gate359 was created to make travel preparation simpler, and we want the experience of shopping with us to feel just as considered as the products we select.
If something goes wrong with your order, contact us at hello.gate359@gmail.com and we will work with you to resolve it fairly and efficiently.
Travel smart. Travel prepared.