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Return Policy
The present Return policy (“the Return Policy”) is an integral part of Groglass General Terms of Business. It describes the situations when the Products bought through our website order.groglass.com (“the Site”) can be returned to Groglass (“the Seller”).
By making a purchase, you (“the Buyer”) agree to this Return Policy and our General Terms of Business. Please carefully read and understand this document as it is legally binding in respect of all online purchases of coated glass products (“the Product”) produced by Groglass.
General
The right of withdrawal means that the Buyer may submit the Return Request to the Seller to return any Product purchased through the Site within 14 days after its receipt (“the Withdrawal Period”) and return this Product within 14 days after the Seller has confirmed the Return Request.
How to return the Product?
You have 14 days as of the moment you received the Product to decide whether to keep the Product or return it to the Seller. The Product can be returned for a refund only in its original condition and packing. You may return the Product for any reason, including if it:
- does not fully satisfy your expectations;
- does not meet the specification (dimensions, technical specification or other) that was presented on the Site;
- has been damaged during transportation. In this case, please take photos of the damaged product and its packaging (see section 3);
- does not comply with the quality standards (see section 3).
Inform us about your decision to return the Product by sending a Return Request via e-mail: [email protected]. Please include your order information and specify the reason for wanting to return the Product by filling in the Return Request Form (available in your online profile), and add photos in case defects are found. We will process your request and give our confirmation or rejection within 3 business days after receiving the request.
The Product must be shipped to our address: Katlakalna iela 4B, Riga, LV–1073, Latvia within 14 days after you informed the Seller about your decision to return the Product unless otherwise agreed with our Customer Support Centre. Please do not ship out before you have received from us the confirmation of return.
Notice:
* Save the original packaging.
* Do not ship out the Product before contacting us; you must first send a Return Request and receive the return confirmation.
Once you have received from us the confirmation of return, you have to:
- Repackage the Product using the original packaging materials. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing packaging materials to safely send the Product to the Seller. Please ask our Customer Support Centre for instructions on how to safely package the Product for shipment.
- Ship the Product out.
Notice:
* If you fail to properly package the Product and it gets damaged as a result, you will NOT be eligible for a refund.
The amount you paid for the Product (including delivery costs) will be refunded to you by the original method of payment and in the same currency (minus international customs fees, if any) within 14 days after you have informed the Seller about your decision to return the Product if you have received the confirmation of Return Request and the Seller has received the Product.
If the Seller has not received the Product within the mentioned period, the refund shall be postponed until the moment the Product safely reaches the Seller.
What if the Product is damaged or has quality defects?
If the Product ordered by you has arrived in a damaged packing or appears to be damaged inside the packaging, take pictures of the damaged parts and immediately inform the Seller via e-mail: [email protected].
If the Product ordered by you appears to be defective, take pictures of the defective area and immediately inform the Seller via e-mail: [email protected].
In case of a damaged or defective product, we will arrange the replacement as soon as possible. You do not need to send back the damaged or defective Product.
Who pays for the return shipping costs?
Generally, the Buyer is responsible for covering the return shipping (shipping and customs) costs, however, we investigate each case of return individually. In the cases when the Product has been damaged due to inadequate packaging or shipping or has quality defects, the Buyer will not have to bear the shipping costs.
What to do if my Return Request is not confirmed?
If your Return Request is denied, you will be informed about the reason for its denial (for example, you missed the deadline for filing the Return Request). If you disagree with our decision, you can e-mail [email protected] to present your position and start a dispute.
If 30 days after contacting Groglass you are still dissatisfied or think that Groglass had not acted in good faith, you can contact Consumer Rights Protection Centre https://www.ptac.gov.lv/lv to resolve the situation with the assistance of the authorized authorities.
Notice:
* If you do not notify us of your intent to return the Product within 14 days after the receipt or you do not ship the Product within 14 days after you informed the Seller about your decision to return the Product, or you have not received our confirmation for the return, you will NOT be eligible for a refund.
How to contact us?
If you have a query with an order, please call our Customer Service Personnel as soon as possible and we will sort it out promptly and efficiently.
Customer Support Centre tel. +1(888)591-2954; e-mail: [email protected]