Returns and Refund Policy
We hope that you’re pleased with your purchase from the Glass Blocks Direct website; however we do understand that occasionally, you may need to return goods to us. We’ve set out below the main reasons why goods tend to be returned.
Goods are Faulty / Damaged on Arrival
If you find that your goods are faulty or damaged on arrival, then you are entitled to a replacement or a refund.
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. This will help us considerably in raising the matter with our appointed courier.
If you discover goods are faulty or damaged once delivered, please contact us within 14 days so we can resolve the issue. You would not qualify for a refund or replacement if you contact us outside of the 14 day period.
If You Have Simply Changed Your Mind
If you have ordered goods and/or services from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that you cancel within 14 days starting the day after you receive your goods.
If you wish to cancel, please email us at email@example.com.
To meet the cancellation period set out above, you must send your notice of cancellation to us, before the cancellation period has expired.
You must return the goods to us undamaged and in the original box and packaging. You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 14 days after we have received the goods.
Unless we agree otherwise you are responsible for the cost of returning the goods.
If we agree to collect the goods from you, we will charge you for the cost of collection (and we may if we wish deduct this from your refund).
In order to return an unwanted item, the following criteria must be met:
- You must have contacted us in writing within 14 working days of receipt
- The item must be returned complete
- Wherever possible keep in original packaging
It is your responsibility to return the goods to us in a safe and secure manner and at your cost.
If there are any other issues with your order that are not covered above, please contact us within 14 days of delivery.
How to Return Goods
Please contact us on firstname.lastname@example.org detailing the reason for the return, whether you would prefer a refund or a replacement and where applicable a description of the faulty items.
We will contact you with a RMA (Returned Merchandise Authorisation) number.
Please ensure that your item is packaged suitably for transit and that you display the RMA number and returns address clearly on the exterior.
IMPORTANT: Once we’ve issued an RMA number, it’s only valid for 14 DAYS. If we’ve not received the goods back after 14 days, the RMA number will no longer be valid. It’s therefore important that you do send the goods back WITHIN 14 days of the RMA being issued.
We recommend you use the original packaging of the item to send the item back to us.
Once the goods have been received back into our warehouse, we will process your refund.