G-WILL provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the chart below for the warranty timelines of various products, as warranty periods differ according to models.

Products sold by G-WILL as refurbished ("pre-owned") come with their own unique warranty, so please see our refurbished warranty page for details on those items.

This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

Warranty Timeline

Contact Us

Email Address

william@tensly.com

How long does it take to return an item after purchasing it? Is there a fee?

You can return the product within 30 days after receiving the product. The first return of the same order is free of charge. If you apply for a second return, you need to deduct a return fee of £7.5 from the refund.

Holiday Returns Policy

G-WILL has extended the Holiday Returns Policy for 2023.

30-Day Money-Back Guarantee for Any Reason

Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase, excluding Corporate Purchase orders which may not be refundable. Once the returned item arrives back in G-WILL’s warehouse for inspection, the refund process will begin.

Returns must include all accessories.

Items must include original packaging.

For non-quality related warranty claims, buyer is responsible for shipping costs.

For non-quality related warranty claims, G-WILL refunds the cost of the product itself.

Returns may be rejected if items do not meet the above requirements.

Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For quality-related issues, please see below.

How do I return an item?

1. Sign into your G-WILL User Account.
2. Go to "My Orders" and find the order that contains the item(s) you would like to return and click "Order Details".
3. Then click the "Quick Return" button, select the item(s) you would like to return, indicate the reason, and click "Next Step".
4. Select the "Refund Method". Please note that Wallet Credit is not available for Third-Party Sellers’ products.
5. Select the "Return Method":

Return By Royal Mail: You can either use the provided return label (Printer Required) or the QR code (No Printer Required).

6. Pack your return item(s) securely, in the original package if possible, and securely tape the Return Label on the outside of your return package.
7. Mail out the return package at your nearest Royal Mail (as applicable) location. Your package must be postmarked within 30 days from the purchase date.
8. Please note that no refund shall be settled unless the returned items are correctly shipped according to the respective shipping labels. If there are multiple shipping labels for more than 1 items to be returned, please do not mix them up.

If you already followed the steps mentioned above, and are still unable to successfully return your goods, please try the following alternative return method:

1. Please reach out to G-WILL customer support by sending an email to william@tensly.comto initiate a return. Please state the reason for return and provide an invoice or screenshot to confirm the order number.
2. G-WILL support will share the corresponding return address with you within 24 working hours.
3. For the refund to be processed in a timely manner, please be sure to send a return notification to G-WILL with the following information:

Name of the courier

Tracking number

How long does it take to get a refund?

Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 5-10 working days.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by G-WILL or G-WILL's authorized resellers are covered by an extensive warranty, starting from the date of purchase (see top of page for your product’s warranty timeline).

G-WILL's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded. 

Process:

Buyer must provide sufficient proof of purchase.

G-WILL must document what happens when buyers troubleshoot the product.

The defective item’s serial number and/or visible proof depicting the defect are required.

It may be necessary to return an item for quality inspection.

For defective items that G-WILL needs to have returned, warranties on those replacements are voided if the wrong item is returned to G-WILL or if the defective item is not returned.

Valid proof of purchase:

Order number from online purchases made through G-WILL or G-WILL's authorized resellers

Sales invoice.

Dated sales receipt from an authorized G-WILL reseller that shows a description of the product along with its price.

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

Returning products for any reason other than a proven defect.

Warranty claims on items taken outside the original country of purchase.

Buyer’s accidental returns.

Returning personal items.

Returning items claimed to have defects but found by G-WILL quality control to be in working condition.

Returning defective items in international shipping.

Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

Not Covered Under Warranty:

Products without sufficient proof of purchase.

Lost or stolen products.

Items that have expired their warranty period.

Non-quality-related issues (after 30 days of purchase).

Free products.

Repairs through 3rd parties.

Damage from outside sources.

Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly).

Purchases from unauthorized resellers. 

G-WILL is not liable for:

Returning personal items sent to G-WILL.

When returning items with a prepaid shipping label provided by G-WILL, G-WILL takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. G-WILL does not provide refunds for items damaged in transit for non-quality related warranty claims.