Refund policy

Last updated: August 9, 2025

Who Can Return Products

ShowGo serves both private consumers and trade/business clients.
Return rights and procedures differ depending on your customer status. Please review the relevant section below.

For Private Consumers (Individuals)

If you are purchasing for yourself (not as a business), your rights are protected under the UK Consumer Contracts Regulations.
Your Rights:
  • You have a legal right to cancel and return most new products for any reason within 14 days of receiving your order (“cooling-off period”).
  • Returned goods must be unused, in original packaging, and include proof of purchase.
How to Request a Return:
  • Email us at peter.lea@showgo.co.uk within 14 days of receiving your order.
  • Do not send goods back before receiving authorisation and return instructions—many items must be returned directly to our supplier.
Exceptions:
  • Custom/special order items, opened consumables (e.g. gels, tapes, batteries), and items marked “Final Sale” cannot be returned unless faulty.
  • Gift cards are non-refundable.
  • Returns of non-faulty items may be subject to a restocking fee if imposed by our supplier.
Damaged or Faulty Goods:
  • Please inspect your purchase immediately on delivery. If your item is damaged, faulty, or incorrect, email us within 3 days for prompt resolution.
Refunds:
  • Once your return is received and inspected, we will refund your original payment method within 10 business days.
European Union Customers:
  • For orders shipped into the EU, you have the right to cancel or return orders within 14 days for any reason, as above.

For Trade/Business Customers (Including Theatres, Companies, Organisations)

As a B2B trade supplier, ShowGo’s returns policy reflects those of our manufacturers and distributors.
Return Policy:
  • Returns are only accepted for faulty, damaged, or incorrectly supplied goods, as per original supplier terms.
  • Unwanted/incorrectly ordered items may only be returned if our supplier/distributor approves the return and may be subject to restocking fees (typically 20%) and their own conditions.
  • Special order, custom, or opened items cannot be returned unless faulty.
Return Authorisation Required:
  • All returns must be pre-authorised by ShowGo. Contact us at peter.lea@showgo.co.uk for approval and instructions before sending anything.
Notification Periods:
  • Any damage or shortage must be reported within 3 working days of delivery.
  • Goods returned without authorisation or after deadlines may not be accepted and can be returned at your cost.
Refunds/Credits:
  • Refunds or credits will be issued after supplier acceptance/inspection and may take up to 10 business days following approval.

General

  • Never send goods back to our company address unless instructed—returns destinations may vary.
  • For any questions about your eligibility for returns, or clarification of these terms, email peter.lea@showgo.co.uk before ordering.
This policy is subject to change as supplier terms or legislation are updated. For full commercial terms, see our Terms & Conditions.