Returns & Refunds Policy
We hope you love your Auto Glanz products, but we understand that occasionally you may need to return something. This policy explains what to do if you've changed your mind, ordered the wrong product, or believe an item you've received is faulty.
Nothing in this policy affects your statutory rights.
Changed Your Mind / Unwanted Items
If you've purchased from us online and have changed your mind, you have the right to tell us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the goods to us.
Please contact us at uksales@auto-glanz.co.uk before returning your order, quoting your order number.
Returned products should be looked after while in your possession. You may inspect an item in the same way you reasonably would in a shop, but if its value has been reduced because it has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund.
Where you're returning an unwanted product simply because you've changed your mind, you are responsible for the cost of returning it to us, provided we informed you of this obligation before purchase. We strongly recommend using a tracked service and retaining your proof of postage until your refund has been processed.
If you're cancelling your entire online order within your statutory cancellation period, we'll also refund the cost of our standard delivery service. If you chose a more expensive or upgraded delivery option, we're only required to refund an amount equivalent to our standard delivery charge.
Faulty, Damaged or Incorrect Products
If you believe a product is faulty, damaged, not as described or isn't performing as it reasonably should, please contact us before returning or disposing of it.
Email uksales@auto-glanz.co.uk with your order number, details of the issue and, where appropriate, photographs or other information that will help us investigate.
Please give us the opportunity to assess the reported problem and provide an appropriate resolution.
If the goods are confirmed to be faulty, damaged or incorrectly supplied, we'll provide the remedy you're legally entitled to. Depending on the circumstances, this may include a refund, replacement or repair, and we will cover reasonable return costs where we're legally responsible for them.
UK consumer law provides specific remedies for faulty goods, including repair or replacement rights in relevant circumstances, and these rights aren't affected by this policy.
Disliking a Product vs a Faulty Product
Please note that simply disliking a product, fragrance, finish or other subjective characteristic doesn't necessarily mean that the product is faulty.
For example, if you receive the product you ordered and subsequently decide that you don't like its fragrance or would prefer a different product, this would ordinarily be treated as a change-of-mind return, rather than a product fault.
However, if you believe the product you've received is genuinely defective, contaminated, damaged, significantly different from its description, or otherwise not performing as it should, please contact us and we'll investigate the matter.
How to Return an Item
Please email uksales@auto-glanz.co.uk before sending your return and include your order number and reason for return.
Once authorised, returns should be sent to:
Tetrachem Ltd
Unit 1C Arrow Court Industrial Estate
Kington
Herefordshire
HR5 3ER
Please package returned goods securely to prevent damage in transit. We recommend using a tracked delivery service and keeping your proof of postage.
Refunds
Once we've received and inspected your return, we'll process any refund due to your original payment method.
For statutory change-of-mind cancellations, refunds will be made within the applicable legal timeframe. We may withhold the refund until we've received the goods back or you've provided evidence that they've been returned, whichever occurs first.
Any delivery refund due will be calculated in accordance with your statutory rights.
Partial Order Returns
If you're only returning one item from a multi-item order, we'll refund the amount due for the returned item.
Any treatment of the original delivery charge will depend on the circumstances of the return and your statutory rights. For example, cancelling an entire online order under your statutory cancellation rights is different from returning only one item from an order while keeping the remaining goods.
Exchanges
If you'd like to exchange an eligible item, please contact us at uksales@auto-glanz.co.uk before returning it.
For clothing, items should be returned in a like-new condition. Unless the item is faulty or incorrectly supplied, you'll normally be responsible for the return postage and any applicable postage costs associated with the exchange.
Exceptions
Certain products may have different return rights, particularly personalised or custom-made products, perishable goods and sealed products which cannot be returned for health or hygiene reasons once unsealed. Any applicable statutory exceptions will apply.
Need Help?
If there's a problem with your order, we'd always encourage you to contact us first. We're a small family-run business and genuinely want our customers to be happy with their Auto Glanz products. In many cases, we're able to resolve an issue quickly without requiring a return.
Email us at uksales@auto-glanz.co.uk with your order number and we'll be happy to help.