PRODUCT CLAIMS AND RETURNS

Our team is dedicated to providing the best service to all our customers. However despite our best intentions, things can still go wrong. When they do, it’s important we fix the problems as soon as possible.

All claims will be at our discretion. If the product does not conform to our specification in any way, or is defective, please submit a claim as soon as possible so we can review and resolve. To assist you, we have set out the Claim Policy highlighting key points that you should know.

Our claim and returns policy includes the rights you have under the Australian Consumer Law. Your Rights under the Australian Consumer Law – You are entitled to a replacement, credit or refund for a major flaw. Glassware Imports is entitled to choose between providing you with a replacement, credit or refund of product value only.

Claim Process

For any product or order issue, return or claim, please submit a request via email directly to info@glasswareimports.com.au within one week from date of receipt of purchase, unless you have a Trade Account.

If damage in transit has occurred, you must submit the claim within 24 hours of receipt of goods.

Any claims received after 7 days of receipt of order, may be refused unless you have a Trade account with us.

THE CLAIM EMAIL MUST INCLUDE:

• Order Number
• Statement of issue (see below for a list)
• Relevant photos, videos of breakages, shipping carton damage, fault or incorrect product
• If damage in transit has occurred, you must submit the claim within 24 hours of receipt of goods.

 

Statement of Issue examples:

 

Wrong item delivered

On occasion we may accidentally ship the wrong product to you. If you have received an incorrect item, let us know as soon as you can, but within 7 business days of receiving your delivery. You will need to send us photos of the incorrect product as well.  We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

Product faults

Glassware Imports warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. If a product arrives that is faulty or defective please take photos or video clearly illustrating the problem and contact us as soon as possible via the claims process for review.

Please be mindful we do not accept claims for colour variations. We do our best to maintain consistent colour & tone with products however variations may apply between different batches and shipments. Variation between batches can occur due to the constant increasing supply and demand of raw materials and environmental conditions in China. The People’s Republic of China is always monitoring industry methods in an effort to reduce carbon emission and improve air quality. Sometimes variations may be noted up close with a critical eye but not when made into an end product and sold to consumer.

Missing Product or Short Supplied

You must let us know asap, but within 7 business days of receiving your delivery.  We have a very vigorous picking and packing process, however mistakes can sometimes still occur. If you are missing product you must:

• Double check all packaging materials – It’s often noted that small items are accidentally thrown out with packaging materials.  

• If missing small items like; Dust Covers, Plugs, Collars etc, you must check inside each small box and under the inside top flaps of each box. Sometimes our packing staff will tape small products to the inside of other cartons. 

• Confirm no one else at your premises removed any item(s) without your knowledge.

Upon receipt of your claim we will locate the packing and shipping history. We will pick your order again to determine the total order weight, and compare this to the shipped weight on record.  If product is missing there is always a weight difference which confirms the short supply.  If the shipped weight is the same, it confirms all items were originally shipped.

Damaged in transit

All claims for breakages in transit must have applied Shipping Insurance in the checkout (unless you have a Trade account) and claim must be lodged via email within 24 hours of receipt from courier.

If product arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage. If you find obvious damage at the time of delivery, you can also refuse to accept from the courier, try and take photos if you’re able to and contact us immediately via email claims process. The type of remedy we offer will depend upon the circumstances and the severity of the claim.

If you have not elected to apply insurance cover during the Shipping order process, then Glassware Imports is under no obligation accept claim. If insurance protection was taken out, the type of remedy we offer will depend upon the circumstances and the severity of the claim.  Glassware Imports will apply a credit coupon to your user account, send replacement with your next order or if specifically requested we will provide a refund accordingly for the value of the damaged product.

CancelLed orders

Our warehouse operation is fast and efficient so if you want to cancel a ‘Paid’ order you must lodge the request via ‘Claim Process’ listed above asap. 

• If your order is already dispatched it is no longer possible to cancel and get a refund.
• If your order is already picked, packed and allocated for dispatch, a restocking fee up to 20% may be charged.  This fee will be deducted from your refund/credit
• If your order is cancelled for change of mind, an online credit will be applied.
• If you cancel an order and will not be purchasing with us again a refund can be processed.  However if you have paid via paypal or credit card, a 2% credit card surcharge fee will be deducted from the refund. If paid via Zip Pay it’s a 4.5% fee.  We absorb all payment surcharge fees for all orders, but these are not refundable for cancelled orders because they are not refundable by the merchants.
• There is no cancellation fee for cancelling an Unpaid/Queued order.

 

Change of Mind Return

If you decide to return unwanted product you must lodge the request within 7 days of purchase via the ‘Claim Process’ listed above. We will review your request and provide a Return Merchandise Authorisation (RMA ) number. You will also be notified if a restocking fee up to 20% is be applicable.

Upon receipt of the RMA number you can proceed to return the goods at your cost. You must ensure the original order number and RMA number is provided with the returning goods. If the Order number or RMA is not included with the returned goods, this will cause processing delays as the goods can go missing in our busy warehouse if they do not have any instruction or reference numbers with them.

Upon receipt of returned goods, they will be checked and if in the original condition, credits/refunds will be processed in accordance with your RMA.

product dead on arrival

Electrical products have a separate troubleshooting checklist. 

Please carry out the following checks for Ultrasonic Diffusers.

1. Eliminate the power point -Check your power point with another working device
2. Try the Diffuser in a different power point (not on same circuit) to see if problem still exist
3. Determine if it’s the power adaptor: Swap out the power adaptor plug with another if you happen to have one.
4. Determine if it’s the base unit – Swap out the base unit with another if you happen to have one.
5. Ensure the plug underneath base is securely inserted

The Review Process

Upon receipt of all information the review process can take up to 48 hours. Glassware Imports retains the right to make the decisions following:

• No fault found/Change of mind – Where there is no fault found, and you choose not to keep it, the product will be re-stocked, and the restocking fee up to 20% may apply.  Any cost incurred by you in bringing the item back to us will be borne by you.
• Fault Found – There is a fault found and the customer is to be offered a credit, replacement or a refund (if they no longer wish to use our service).
• Broken/Damaged Merchandise –If the customer has not elected to apply insurance cover during the Shipping order process, then Glassware Imports is under no obligation accept claim.  If insurance protection is taken out, Glassware Imports will work with you to discuss resolution options by way of apply a credit coupon to your user account, send out replacements with your next order or if specifically requested we will provide a refund accordingly for the value of the damaged product.

We cannot offer a refund or exchange where the product has sustained damage due to abnormal use.This will be determined by Glassware Imports upon inspection of the item(s) or digital photos.

Objections

If you disagree with our findings, please do not ring and abuse our staff.  Under no circumstances will we accept threatening or bullying behaviour.  Please kindly reply email with further evidence supporting your claim and we will be happy to review your claim again.

Please be sure to submit additional good quality photos so that we can re-assess the issue in question.

Non returnable Products 

We cannot accept returns for change of mind on these product, but not limited to:

• Candle Wicks
• Candle Wax
• All Fragrance Oils
• Diffuser Base, Perfume Base & Room Spray Bases
• Bath & Body Product Supplies
• Products described as ‘made to order’
• All forms of clearance stock, On Sale stock or NQR items (including floor stock in shop)
• Gift Cards

what is a ReStocking Fee 

Restocking and administration fees become applicable due the amount of time and labour involved to process returns and exchanges.  Some of the activity involved is listed below.

• Picking Orders from warehouse locations
• Returning product to warehouse locations
• Packing and unpacking orders
• Allocating product back into stock to keep accurate inventory
• Checking product for return damage
• Counting product being returned
• Applying credits or refunds

This fee may be applied to Cancelled orders and Change of Mind Returns.

On The Spot Returns

It’s not possible for us to facility an ‘On the spot return’ in-store.  You must submit a return claim via the Claims Process listed above.  It can take up to 48 hours to process credits or refunds for any approved returns.

If you bring product back to the shop without a RMA number you will need to leave the items with staff along with your order number or receipt to be reviewed by our claims manager.  Someone will be in touch to review and process the claim via email. 

Warranty Claims for Electrical Products

Glassware Imports warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. 

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, but within 7 business days of receiving your delivery. 

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following: 

• Send you any missing parts or components
• Suggest a method self repair (with an offer of compensation to you)
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full store credit voucher or refund

Whats not covered

This Faults and Warranties policy does not cover: 

• Normal wear and tear
• Damage arising from improper assembly or modification as listed in the troubleshooting guide
• Damage arising from abnormal use or abuse
• Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. as per the supplied user guides)
• Damage to external or product packaging only
• Damage occurring during your own handling and/or from transportation of goods from pick up location
• Insignificant minor variations in dimensions, colour, grain or finish
• Insignificant minor imperfections or superficial blemishes

The Process

You will be required to:

• Work with us during the initial troubleshooting stage in an effort to identify whether the issue is an user fault or a product fault.
• You may be expected to send the suspected faulty item(s) to us for review and  any cost incurred by you in bringing the item back to us will be borne by you.  If it is later found the returned product is found to be faulty and not faulty via user error or misuse, we will reimburse you for the shipping cost.

If the product stops working within first month of operation it’s likely to be a system fault.  However if unit stops working after months of regular use this is usually related to user misuse and/or lack of maintenance as stipulated in the attached troubleshooting guide.

End Customer -Ultrasonic Diffuser Troubleshooting

Reseller-Ultrasonic Diffuser Troubleshooting