RETURNS & CLAIMS POLICY

 

 

1. Scope

This Returns & Claims Policy applies to all orders placed with GlanPro Ltd

Where goods are shipped directly to an end consumer, they are dispatched on behalf of the Glapro Ltd customer placing the order.

GlanPro Ltd does not enter into a contract with the end recipient of the goods.

All claims must be submitted by the registered customer.

2. Inspection of Goods

Customers must ensure that goods are inspected as soon as reasonably possible after delivery.

Any issues must be reported within the deadlines specified in this policy.

Claims submitted outside these timeframes may not be accepted.

3. Damaged, Faulty, Missing or Incorrect Items

If any item arrives:

  • damaged

  • faulty

  • missing from the order

  • incorrect

Customers must notify GlanPro Ltd of any damaged, faulty, missing or incorrect items within 3 business days of delivery, or within 1 business day of becoming aware of the issue, whichever occurs first, and in any event no later than 7 calendar days from the delivery date.

Claims must include:

  • order number

  • item code

  • quantity affected

  • description of the issue

  • photographic evidence, where requested

Failure to report visible transit damage within this timeframe may result in the claim being declined.

4. Non-Delivery Claims

Orders are considered non-delivered if they have not arrived within 10 business days after the estimated delivery date.

Non-delivery claims must be submitted within 21 days of dispatch.

After this period, the carrier may refuse investigation, and the claim may not be accepted.

5. Manufacturing Faults

If a manufacturing fault becomes apparent after delivery, customers must notify GlanPro Ltd:

  • within 5 business days of discovering the issue

  • and within 6 months of delivery

This does not apply to issues caused by:

  • misuse

  • normal wear and tear

  • accidental damage

  • improper storage

  • unauthorised modification.

6. Evidence Requirements

GlanPro Ltd may require photographic evidence before approving claims.

Where photographic evidence is sufficient, the item may not need to be returned.

Where a return is required, GlanPro Ltd will provide return instructions.

Items returned without authorisation may not be accepted.

7. Remedies

If a claim is accepted, GlanPro Ltdmay, at its discretion:

  • issue account credit

  • provide replacement goods

  • issue a refund to the original payment method

Account credit is the standard remedy unless otherwise agreed.

Delivery charges are not refundable unless the entire order was incorrectly supplied or not delivered.
Please allow up to 14 working days for us to process your return once it has been received.

8. Items Ordered in Error

 There is no automatic right to return unwanted goods.

Returns for items ordered in error may be accepted atGlanPro Ltd's discretion if:

  • reported within 3 business days of delivery, or within 1 business day of becoming aware of the issue, whichever occurs first, and in any event no later than 7 calendar days from the delivery date.

  • unused and unopened

  • returned in original packaging

  • suitable for resale.

Return shipping costs remain the responsibility of the customer.

9. Hygiene and Cosmetic Products

For health and safety reasons, the following items cannot be returned unless faulty:

  • earrings

  • cosmetics

  • personal care products

  • sealed hygiene products that have been opened.

10. Third-Party Forwarding Services

Where goods are delivered to:

  • freight forwarders

  • marketplace warehouses

  • consolidation centres

  • third-party logistics providers

GlanPro Ltd's responsibility ends once the goods have been delivered to the address specified on the order.

11. Excluded Claims

Claims will not be accepted for:

  • natural colour variation

  • natural material variation

  • fragrance variation

  • dissatisfaction with natural stone colours

  • incorrect product listings created by the customer

  • failure to update stock availability.