Returns & Refunds

Return policy

For all purchases, you can return your items within 14 days even if you have opened it for inspection. It must be returned as new and in its original packaging.

We do not charge anything for returns and the return shipping fees are always covered by us.


Returning an order

Return by mail:

For all order deliveries, there will be a return form inside the packaging which is very simple to fill. Kindly fill this form and inform us either by phone or email to start the returning process.

To make returns convenient, all of our deliveries come inside a reusable packaging which can be reused for returns. Simply make sure to pack the item thoroughly and send it back to us per instructions in the return form which came inside the packaging.

Returns usually arrive to us within 1-2 days.


Return directly to our warehouse:

You may also return your product by visiting our warehouse in the following address: Engo Direct, Quedgeley, Hardwicke, Gloucester GL2 4PA, United Kingdom

We are open from Monday to Friday at 11.00 - 17.00.

Kindly make sure to bring your receipt for faster return processing.


Cancelling an order

If you choose to cancel an order that was purchased online that you have not yet received, please contact us by phone or email. We will process cancellations no later than 4 business hours.

Alternatively, if you refuse the delivery by the courier, the shipment will be sent back to us and your order will be canceled and refunded automatically.


Faulty items

You can return a faulty item for an exchange or a refund within 30 days of delivery.
If more than 30 days has passed since delivery and your item is still within its warranty period (normally 12 months from purchase), we will be able to offer you a prompt repair.

We don’t cover faults caused by accident damage, neglect, misuse or normal wear and tear.


Incorrect or damaged items

You can return a damaged or incorrect item and receive a refund as per our general 14 days return policy.

In these cases we kindly advise you to contact us and inform us about the incorrect or damaged item you have received and follow our general return instructions.



Refunds are always issued to the same payment method used during the original order and can take up to 14 days to arrive.

If you’ve been waiting longer than 14 days, then please contact us by phone or email.