At gladerest, we are committed to ensuring a professional and transparent experience for our customers across the United Kingdom, Europe, and the United States. Our refund and returns procedures are designed to comply with the UK Consumer Rights Act, the EU Consumer Rights Directive, and applicable United States consumer protection standards.
Right of Withdrawal (14-Day Cooling-Off Period) In accordance with European and UK consumer laws, customers residing in these regions have the right to cancel their purchase and return an item for any reason within 14 days of receipt. Condition: To be eligible for a return under the “Right of Withdrawal,” the product must be in its original, unused condition and in its original packaging. Notification: Please contact us at picnic@gladerest.com within this 14-day window to initiate the process.
Damaged, Defective, or Incorrect Items If your order arrives damaged or with functional defects, we provide a streamlined resolution process: Evidence: Customers are requested to provide photographic evidence of the damage or defect via email. Resolution: Upon verification of the evidence provided, gladerest will issue a full refund or dispatch a replacement shipment at no additional cost. No Return Required: For confirmed damaged or defective items, you are not required to return the physical product to our facility; clear photographic documentation is sufficient to trigger the resolution.
Delivery Issues and Non-Receipt We partner with priority carriers, including DHL, FedEx, and UPS, with an estimated transit time of 3 to 9 working days. Investigation: If your order has not arrived within the standard timeframe, please contact us. We will conduct a formal investigation with the carrier. Resolution: Should the investigation confirm the parcel is lost or significantly delayed, we will provide a full refund or a complimentary reshipment.
Return Address and Procedure For standard returns (change of mind), customers are responsible for the return shipping costs. Items must be sent to our central operations facility: 18 Lowndes Cl, Heaviley, Stockport SK2 6DW UK. We recommend using a trackable shipping service, as the risk of the return remains with the sender until the items are successfully received at our facility.
Processing of Refunds Once a refund is approved, it will be processed immediately. Method: Refunds are issued to the original payment method (Visa, Mastercard, American Express, Apple Pay, or Google Pay). Customs Coordination (DDP): As we provide a Duty Paid (DDP) service for the initial delivery, please consult our support team for the specific documentation required before sending a return. This ensures the items are processed through customs correctly without unnecessary additional levies or taxes being deducted from your refund. Timeline: Funds typically appear in your account within 5–10 business days, depending on your financial institution.
Contact Us For all enquiries regarding returns, refunds, or delivery status, please contact our dedicated support team: Email: picnic@gladerest.com Phone: +44 1614565758
Business Hours: Monday to Friday, 09:00 – 17:00 (GMT)
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