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FREE RETURNS

with a 30 Day Money Back Guarantee

for GloFix Trade Account Customers

NON-TRADE GloFix Account Customers:

- FREE Standard Delivery on all products

- Quantity discounts for bulk items

- Specification sheets for all products

- Invoices emailed and not sent with goods

- Deliver to you, your site or your customer
 

TRADE GloFix Account Customers:

- Dedicated trade discount specific to you

- FREE returns, even for non-faulty items

- Dedicated account manager to help with:
  - Project pricing
  - FREE lighting surveys
  - Technical support
  - Product sourcing
  - Price matching


RETURNS PROCESS

4 simple steps to receiving your refund.

 

We hope that you never have to return an item to us, but understand that you may need to, on occasions. It is our aim to make this simpler and easy for you.

What you need to do:

STEP 1: Download, complete and submit the attached returns form by clicking HERE.

STEP 2: Ensure the goods are packaged correctly, including a copy of your returns form.

STEP 3: Send them to us by your preferred postal service or carrier to the below address.

STEP 4: You will receive your refund within 14 days of receipt.

 

Please note: that some items are excluded from our returns policy (see below for more details) and our NON-TRADE Account Customers are subjected to a 15% handling charge for non-faulty returns.


FAQ

Frequently Asked Questions.

 

What do I do if an item develops a fault after 30 days?

If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put right as quickly as possible. Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund or price reduction.

I've installed my product, but a part is faulty/missing, can I exchange/receive just that part?

Currently, we do not directly supply spare parts for all products that we sell. Therefore, if you have installed your product and encounter a fault, please Contact Us for assistance.

Can I return something even if it’s not faulty?

You are able to return an item if it's not faulty, provided it is within 30 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from our ‘unwanted’ items return policy, these are marked as such online and in the catalogue.

My product came direct from a supplier, how do I return it?

If your product came direct from one of our suppliers, we will need to organise your return with them. Please Contact Us so we can arrange for our supplier to get in touch with you to work out the best course of action to take.

What should I do if I’ve already used or installed something which has developed a fault within 30 days of purchase?

If an item becomes faulty within 30 days from the date of purchase, then you will be able to reject the goods and receive a full refund or a replacement.

What items are non-refundable?

Non-returnable items: Gift cards, Downloadable software products, Some health and personal care items, Merchandise, Sale items stating ‘non-returnable’
Non-refunable items: Several types of goods, services or situations are exempt from being refunded. As well as shipping charges, books with obvious signs of use, any

We cannot accept the return of unwanted boilers where the product box/packaging has been opened.

I paid by PayPal on the website, how do I get a refund?

The quickest and easiest way is to Contatc Us and the team will arrange a refund. Alternatively, we can also arrange an exchange, replacement product or a gift card.

I've not received my refund yet, how long does this take?

Refunds to card can take 3-5 working days, refunds to PayPal can take 5-10 working days. If you have not received your refund within this time, please Contact Us.

My product is faulty but is still guaranteed by the manufacturer, what do I do?

Please contact our team and we will advise you on how best to receive a refund or replacement.

Do I need a cancellation form?

By law we have to provide you with this Cancellation Form. However, you do not have to use it and you may find one of the above methods of cancellation/return more convenient.

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