Returns

You have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason, if you are buying as a consumer or an entrepreneur using consumer rights. Detailed rules and exceptions can be found below.

Withdraw from the contract here

Returns

You have 14 calendar days from receiving the product to withdraw from the contract without a mandatory form, without printing, without giving a reason. If products from one order are delivered separately, the period is counted from the receipt of the last one.

An entrepreneur using consumer rights is an individual conducting business activity who makes a purchase directly related to this activity but not of a professional nature. Other business clients, including companies, are not entitled to the statutory right of withdrawal.

The right of withdrawal does not cover, among others, non-prefabricated products made according to your specifications or serving to meet your individual needs (e.g., products with individual engraving). This does not limit the right to complain about a product that does not comply with the contract.

How to submit a withdrawal statement?

Just choose one of the following methods. Choose the one that is more convenient for you:

  • Click the button above and submit an electronic statement of withdrawal from the contract. After sending it, you will receive confirmation at the provided email address.
  • Write an email to customer@gotglass.eu with information that you are withdrawing from the contract, and provide data that allows identifying the order.

From the day of submitting the statement, you have 14 days to return the goods.

How to return the goods?

Pack the product so that it is not damaged during transport, and send it to the address:

Got Glass sp. z o.o. sp.k. – Warehouse A31
ul. Marii Fołtyn 11
26-600 Radom

On the package, include the note “RETURN”. If possible, also provide the order number — this will facilitate faster settlement. We do not accept cash on delivery shipments. The cost of return is borne by the buyer.

When will you receive a refund?

We will refund all payments received from you, including the cost of the cheapest available delivery method at the time of purchase, no later than within 14 days from receiving your withdrawal statement. We may withhold the refund until we receive the returned product or you provide proof of its return, whichever occurs first. You will receive the refund using the same payment method used for the purchase unless we agree on a different method with you.

Complaints

If the product arrived damaged, is incomplete, different from the ordered one, or otherwise non-compliant with the contract — you can file a complaint. The seller is responsible for the lack of conformity of the goods with the contract that was revealed within 2 years from its delivery.

How to file a complaint?

Send an email to customer@gotglass.eu with:

  • the order number or other data allowing the purchase to be identified,
  • a description of the problem,
  • information on what solution you expect as part of the complaint.

If possible, attach photos of the damaged product and packaging — they may expedite the complaint process. A receipt or invoice is not required if the purchase can be confirmed in another way. Keep the complained product until our decision.

What can you demand and when will we respond?

Initially, you can demand:

  • repair of the product,
  • replacement of the product with one that complies with the contract.

In cases specified by law, you can also demand:

  • price reduction,
  • withdrawal from the contract and refund.

We will respond to the complaint within 14 calendar days from its receipt. The same period applies to entrepreneurs using consumer rights.

Contact

GotGlass Customer Service Office — Monday–Friday, 7:30–15:30