At GlassBongs Europe, we want every customer to have a straightforward and transparent shopping experience. This Refund & Returns Policy explains how returns, refunds, cancellations and faulty products are handled for orders placed through our online store.
As a retailer serving customers in the European Union, we respect applicable EU consumer protection laws, including the statutory right of withdrawal and legal guarantee for goods.
14-Day Right of Withdrawal
When you purchase products online from GlassBongs Europe as an EU consumer, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
For goods, the 14-day withdrawal period normally begins on the day you, or a person you designate other than the carrier, receives the goods.
To exercise your right of withdrawal, please contact us with your order information and clearly inform us that you wish to cancel your purchase.
After notifying us, the returned goods should be sent back without undue delay and normally within 14 days of communicating your withdrawal.
Returning an Order
Products returned under the statutory withdrawal period should be handled with reasonable care.
You may examine the product as you would in a physical shop to establish its nature, characteristics and functionality. If the product has been handled beyond what is necessary for this purpose, you may be responsible for any resulting diminished value where permitted by applicable law.
Unless otherwise required by applicable law or agreed by GlassBongs Europe, the customer is responsible for the direct cost of returning an item under the right of withdrawal.
Please contact our customer service before sending a return so that we can provide the appropriate return instructions.
Refunds
Once a valid withdrawal has been received, GlassBongs Europe will process the applicable refund in accordance with EU consumer law.
The refund generally includes the original standard delivery cost paid by the customer. If you selected a more expensive delivery method than the least expensive standard delivery option offered, we are generally not required to refund the additional cost.
Where permitted by law, we may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless another arrangement has been agreed with the customer.
Exceptions to the Right of Withdrawal
The 14-day right of withdrawal is subject to the exceptions established by applicable EU and national consumer law.
For example, the right of withdrawal can be excluded for certain sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed. Whether an exception applies depends on the specific product and circumstances.
We will not attempt to exclude a customer’s statutory rights where EU or applicable national law provides otherwise.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, defective, faulty or different from what you ordered, please contact GlassBongs Europe as soon as possible.
EU consumer law provides protections for goods that are faulty, do not conform to the contract, or do not match their description. Depending on the circumstances, the appropriate remedy can include repair, replacement, price reduction or a refund.
For defective products covered by the legal guarantee, the applicable return and remedy costs are handled in accordance with the customer’s statutory rights. The cost of returning a defective product is generally the trader’s responsibility.
If your package arrives visibly damaged, we recommend documenting the condition of the parcel and product with photographs and contacting us promptly.
EU Legal Guarantee
Consumers purchasing goods from a professional trader in the EU generally benefit from a minimum 2-year legal guarantee covering goods that are faulty or do not conform to the contract. National legislation may provide additional rights or protections.
This statutory legal guarantee is separate from the 14-day right of withdrawal.
The legal guarantee applies to qualifying conformity issues and does not mean that products are automatically returnable for any reason for two years.
How to Request a Return or Refund
To request a return, withdrawal or refund:
- Contact GlassBongs Europe with your order number.
- Tell us whether you are exercising your 14-day right of withdrawal or reporting a faulty, damaged or incorrect product.
- We will provide the appropriate return instructions.
- Package the product securely to help prevent damage during return shipping.
- Send the product to the return address provided by our customer service.
- Once the return has been received and assessed, we will process the applicable remedy or refund.
Please do not send a return to our warehouse without first contacting us, as this may delay processing.
Your Consumer Rights
Nothing in this Refund & Returns Policy is intended to limit or replace any mandatory consumer rights you have under applicable EU or national law.
Consumer protection rules can vary in certain respects between EU Member States, and customers may have additional rights under the law applicable to their purchase.