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info@glo-balls.com

All emails are responded to within three working days.  


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Delivery ConditionsDelivery Prices

Returns- Faulty Items

Returns - Product unsuitable?

We sell products that we consider to be good quality and hope that you will find them fit for purpose.  All products are tested and checked before despatch as we appreciate it is disappointing to receive a product that does not work or meet expectations.   


Please check products on arrival for suitability and test any ‘try me mode’ before removing from the original packaging.  Under Distance Selling legislation you are entitled to return an unused product to us if written notice is given within 7 days of receipt, prior to returning the product.  You will be emailed a return form which you must complete, print out and sign to confirm the item has not been used or removed from the existing packaging and return this with the product to assist processing of the refund.


As long as the item is returned within it’s original packaging and is in the same condition in which it was received you will receive a full refund of the product cost.  The initial delivery charges will be refunded on a pro-rata basis.  For example, if you have ordered multiple items the postage will be recalculated excluding the returned product and any difference in the postage will be refunded.  If only one item was ordered and then returned then the full delivery charge will be refunded.  Please note that due to the very low profit margins on which we operate we are unable to cover return postage - and therefore this cost will be born by the customer.  


Final word on unsuitable products:  

Before ordering size specific products such as harnesses and dog jackets please feel free to give measurements such as collar size, girth, leg height and even the distance from chest to top of shoulder - as all this information will assist us identify the most appropriate product and sizing.  We will not recommend any product that is likely to be unsuitable - even if it means we will lose a sale.


We are a small company and our profit margins are low in order to keep competitive with the bigger companies.   Products that are returned in an imperfect state (such as after being used) cause us much difficulty.  We risk losing custom by refusing the refund, as although it is our right not to refund under the Distance Selling legislation if the item has obviously been used it is likely that our customer will be irritated.  However, if we decide to give such a customer a refund we will lose out as the ‘used’ product is no longer saleable (would you want to receive a product that had been returned from another customer - if it was not in perfect condition?).    


Faulty Items


All products are checked before despatch to be of suitable quality.  Please check the product prior to removing from original packaging.  If the item is not considered suitable o faulty on receipt and has not been used and / or removed from the packaging, the item may be returned under the Distance Selling legislation.  Please read and follow the procedure above.   


If a product develops a fault after use please email info@glo-balls.com with details of the problem and order number.  Goods must be fit for purpose under the Sale of goods Act, however, the purchase price and expected life of the product must be taken into account when considering the best method of resolving the matter.  For Nite Ize products you must return the item at your cost to Whitby and Company who operate the Nite Ize Warranty in the UK.  See below for the address.

 

You will receive an email advising you to return the product.  This may be direct to a distributor or to Glo-balls.  Please do not return a faulty product without authorization, as this will delay any replacement.  Some products must be returned directly  to the manufacturer or distributor, for example Nite Ize products must be returned directly to Whitby & Company who operate the Nite Ize Warranty in the UK if a fault develops.  Return postage must be paid for by the customer and will not be reimbursed by Nite Ize (the address to return the faulty item can be found below).     


If a fault develops due to substandard workmanship you will be offered a replacement or credit note for the value of the item on receipt of the product - but return postage will not be reimbursed.  However, general wear and tear and damage caused through inappropriate use of the product will not be covered.  Please ensure you read all instructions before using some products as failure to follow some guidelines can cause faults to develop.  Many products such as dog toys have a short expectancy and this should be taken into consideration when purchasing them.


Items that have been deliberately damaged are not covered by the Sale of Goods Act or Distance Selling legislation and if returned by the customer without notice, the product will not be returned to the customer and no replacement or credit note will be given.

   

If a product has been misused or has incurred reasonable wear and tear which has led to the fault it is likely that the manufacturer or distributor will reject the return.


Nite IZE Products

We have an agreement with Whitby (the UK distributor of Nite Ize products) for faulty products to be returned to them directly by the customer.  Therefore, if you have a faulty Nite Ize product please return directly to: Whitby & Co Warranty, PO Box 239, Kendal, LA9 9ED who will repair or replace the product.


Postage costs to return the item to Whitby & Co are at the customers expense.  Please enclose details of the fault and purchase date.  Please ensure you include contact information including name, address, telephone as otherwise your product cannot be returned to you.  Please note that the warranty is for manufacturing faults.  Losses and faults arising from insuitability or misuse are not covered by the warranty and the ball will be returned to you without any repair or replacement if no genuine fault exists.


Do not return faulty Nite Ize products to Glo-balls as we do not have the facilities or spare parts to repair the product.  You will be issued an invoice to pay £3.00 to cover the cost of forwarding the item to Whitby and Company should you return the ball to Glo-balls.  The item will not be forwarded until paid.    


Please also read the TERMS & CONDITIONS regarding your rights to cancel your order.

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