Return & Refund Policy

This Return & Refund Policy applies to all purchases made from Globaltic Ltd, whether through our website (www.globalticltd.co.uk) or directly. By placing an order, you agree to the terms outlined below.

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1. Consumer Orders (B2C)

Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, if you are a consumer, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.

• Once you notify us of cancellation, you have an additional 14 days to return the goods.

• You will be responsible for the cost of returning the goods unless they are defective or incorrectly supplied.

Our Extended Policy

To provide additional peace of mind, Globaltic Ltd allows up to 30 days from the date of delivery for you to request a return. This does not affect your statutory rights.

Conditions for Returns

Returned items must:

• be unused and in the same condition in which you received them;

• be in their original packaging;

• include proof of purchase (e.g., order confirmation).

We reserve the right to refuse returns that do not meet these conditions.

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2. Defective, Damaged, or Incorrect Goods

If your order arrives defective, damaged, or incorrect, please contact us within 30 days of delivery at support@globaltic.co.uk with photos of the issue.

Where claims are valid, we will:

• replace the product at no additional cost, or

• issue a full refund (including any delivery charges paid).

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3. Wholesale & B2B Orders

For wholesale and pallet orders, returns are accepted only in cases where products are defective or damaged.

• Claims must be made within 30 days of delivery.

• Supporting evidence (such as photographs) must be provided.

• Please contact support@globaltic.co.uk to arrange replacements or refunds.

We do not accept cancellations or returns of wholesale/B2B orders for reasons other than defects.

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4. Exchanges

The fastest way to receive a replacement product is to request a return for the original item. Once the return is approved, you may place a new order separately.

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5. Refunds

• We will notify you once your return has been received and inspected.

• If approved, a refund will be issued to your original payment method.

• Please allow several working days for your bank or card provider to process the refund.

Refunds will include the cost of the product and standard delivery charges (if applicable). We will not reimburse supplementary delivery costs for premium services (e.g. Saturday delivery).

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6. How to Initiate a Return

To request a return, please email support@globaltic.co.uk with your order number and reason for return.

• Do not send items back to us without prior approval. Unauthorised returns will not be accepted.

• Once approved, we will provide instructions for returning your item(s).

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7. Exceptions & Non-Returnable Items

For health, safety, and quality assurance reasons, the following cannot be returned unless defective:

• partially used charcoal, briquettes, or logs;

• products not in their original packaging;

• items returned outside the specified time frame.

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8. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.