Red Gorilla (Faulks & Cox Ltd) — Consumer Terms & Conditions

Last updated: 12 September 2025

These Terms and Conditions explain how we sell products on www.redgorilla.red (the “Website”) to consumers (people buying for personal use). Please read them carefully before ordering. By placing an order you accept these Terms and Conditions.

1. Who We Are

Trading name: Red Gorilla (Faulks & Cox Ltd)
Registered office: 21 Moat Way, Barwell, Leicestershire, LE9 8EY
VAT number: 585 3898 75
Contact: sales@redgorilla.red | Tel: 01455 848 184

2. About these Terms

These Terms apply if you are a consumer (not buying as a business). They set out how to order, our obligations to you, your rights (including cancellation and returns), and other important information. We may update these Terms from time to time; the version on the Website at the time you order will apply.

3. Ordering & Acceptance

• To place an order, add items to your basket and complete the Checkout process. You will be asked to confirm acceptance of these Terms before payment.

• After you place an order you will receive an Order Acknowledgement email confirming we have received your order. This is not the acceptance of your order.

• Your order is accepted and a contract formed when we dispatch the goods to you. Title in the goods passes to you on delivery.

4. Prices & Payment

• All prices on the Website include UK VAT (where applicable) but exclude delivery charges, which are shown at Checkout.

• We accept payments by major debit and credit cards, PayPal, and other payment methods displayed at Checkout. Payment is taken when you place your order or when we notify you that an item is dispatched, depending on the item.

5. Delivery

• We deliver to UK addresses only.

• Delivery times are estimates shown on the Website or at Checkout. We aim to deliver within the stated timeframe but cannot guarantee exact delivery times. If we cannot meet the estimated delivery date we will contact you with an alternative.

• Most deliveries require a signature. Please check goods before signing and keep packaging until you are happy with the order.

6. Your Right to Cancel (Cooling-Off Period)

As an online consumer you have the right to cancel most orders within 14 days of receiving the goods without giving a reason. If you tell us you wish to cancel, you then have 14 days to return the goods to us. Please follow our Returns procedure below. (Certain goods — for example personalised items or sealed goods that cannot be returned for hygiene reasons once unsealed — may be excluded; these exceptions are explained on the product page.)

7. Returns & Refunds

How to start a return

1. Contact us at sales@redgorilla.red or call 01455 848 184 to request a returns authorisation and instructions.

2. Return the goods to: Red Gorilla Returns, Faulks & Cox Ltd, 21 Moat Way, Barwell, Leicestershire, LE9 8EY, quoting your order number and returns authorisation.

Costs

• Unless we tell you otherwise, you are responsible for return postage if you change your mind. If the goods are faulty, damaged or incorrectly sent, we will reimburse the reasonable cost of return.

Refunds

• We will refund the amount paid for the goods and any standard delivery charged, provided the goods are returned in accordance with these Terms.

• We will process refunds promptly and, in any event, within 14 days of either: (a) receiving the returned goods, or (b) receiving evidence that you have returned them. Refunds will normally be made to the original payment method unless you agree otherwise.

8. Faulty or Misdescribed Goods

If goods arrive faulty, damaged or materially different from the description you must contact us as soon as reasonably possible. We will arrange a replacement or refund where appropriate, and reimburse reasonable return costs. Your statutory rights are not affected.

9. Liability

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for fraud. Except for those, our liability for direct losses resulting from our negligence is limited to the purchase price of the goods. We are not liable for indirect or consequential losses (for example loss of business, loss of profits, or loss of data).

10. Intellectual Property and Use of Website Content

The Website content (text, images, logos etc.) is owned by Faulks & Cox Ltd. You may view and print pages for personal, non-commercial use only. Any other copying, reproduction or distribution is prohibited without our written permission.

11. Data Protection

We process your personal information in accordance with our Privacy Policy. By placing an order you consent to our use of your information for order processing, delivery and customer service.

12. Complaints

If you are unhappy with any aspect of our service, please contact us at sales@redgorilla.red or by post to Faulks & Cox Ltd, 21 Moat Way, Barwell, Leicestershire, LE9 8EY. We aim to acknowledge receipt within 5 working days and to resolve complaints quickly.

13. Changes to Your Order and Cancellations by Us

If an item becomes unavailable after you place an order we will inform you and offer a suitable alternative, a revised delivery date or a full refund.

14. Governing Law

These Terms are governed by English law and the English courts have exclusive jurisdiction over disputes.

Quick Summary of Consumer Rights (UK)

• You usually have a 14-day right to cancel online purchases and 14 days to return goods after telling us. We will refund within 14 days of receiving the goods or proof of return.

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