Returns Policy

This policy covers goods bought on globallinker that are defective, incorrect, damaged in transit or short-shipped. It forms part of our Terms of Service.

It is written for trade buyers, and it works differently from a consumer returns policy in one important way — see the next section.

1. There is no cooling-off period

globallinker sells to businesses. A business-to-business sale is not subject to the consumer right to cancel within a fixed number of days, and we do not offer one. Changing your mind about goods that were made or supplied correctly is not a ground for return.

What this policy covers instead is goods that are not what was agreed: defective, damaged, wrong, or fewer than ordered. Those are the brand's responsibility, and the rest of this page is about how to claim them.

2. The inspection window: 30 days

Inspect the goods — or have them inspected — within 30 days of delivery, and tell the brand and globallinker about any problem within that period.

The window exists because a defect that appears three months after delivery is a warranty question, not a delivery question, and the two have different answers and different evidence. Claims inside 30 days are handled under this policy; claims after it go to the manufacturer's warranty.

For a shortage or visible transit damage, inspect before signing the carrier's delivery note where you can, and note the discrepancy on it. A signed clean delivery note makes a damage claim much harder to establish.

3. What can be returned

• Goods that do not conform to the specification — wrong material, wrong dimensions, wrong colourway, wrong model, or a specification that does not match the product page.
• Goods damaged before or during transit where the damage is attributable to packing or carriage arranged by the brand.
• Incorrect goods — a different SKU from the one ordered.
• Short shipments — fewer units or cartons than the packing list and order record.
• Dead on arrival — goods that fail on first proper use, where the failure is a manufacturing defect rather than misuse.

4. What cannot be returned

• Correctly supplied goods you no longer want. This includes over-ordering, a change of season, or a sale that did not materialise.
• Private-label and OEM goods made to your specification, unless they do not match that specification. A custom build has no resale market for the brand, which is why it cannot be taken back for a reason other than non-conformity.
• Goods damaged after delivery, including damage from storage, handling or installation, and damage caused by the carrier on a leg of the journey you arranged.
• Goods used, altered, repaired or resold after delivery, except where the use was necessary to discover the defect.
• Claims made after the 30-day window — those go to the manufacturer's warranty instead.
• Goods you arranged to ship on terms where risk passed to you before the damage occurred. On an FOB order, risk passes when the goods are on board; loss on the ocean leg is a matter for your cargo insurance, not a return.

5. How to raise a claim

1. Tell us within 30 days of delivery. Write to support@globallinker.com with your order number, the SKU, the quantity affected and a description of the problem.
2. Send the evidence. Photographs of the goods and of the packaging, the packing list, the carrier's delivery note, and the carton markings. For a shortage, a photograph of the sealed carton's label showing the count.
3. Keep the goods as they arrived. Do not return, dispose of, or repair them before the claim is assessed — a claim on goods that no longer exist cannot be verified, and a repair carried out first usually voids it.
4. We open a case with the brand. The brand assesses it and responds. We hold the order record and follow the case up, but the decision on a non-conforming claim is the brand's, because the brand is the seller.
5. Wait for the return authorisation before shipping anything back. Goods sent back without one may be refused at the destination, and the freight is then unrecoverable.

Where a carrier is involved, notify the carrier as well, within the period stated on their delivery note. Most carriers' own claim windows are shorter than 30 days, and a claim they have already refused is one the brand may not be able to recover either.

6. How a claim is resolved

Where a claim is accepted, the brand chooses one of the following, and it is usually the one that costs you least time:

• Replacement — the affected goods are remade and shipped, at the brand's cost.
• Credit note — the value of the affected goods is credited against your next order. This is the usual answer for a partial defect in an otherwise usable shipment.
• Refund — the value of the affected goods is returned to the original payment method. Where the whole order is affected and no replacement is possible, this is the outcome.

Where only part of a shipment is defective, the remedy applies to that part. A brand is not obliged to take back a whole consignment because a proportion of it failed.

7. Who pays the freight

• The brand pays where the claim is for non-conformity, incorrect goods or a short shipment — the return movement and the replacement movement, on terms the brand nominates.
• You pay where goods are returned for any other accepted reason, including an agreed goodwill return.
• Freight is only refundable where the claim has been accepted and the return was authorised in advance. Unauthorised return freight, and any expedited or premium service you chose on it, is not recoverable.

8. Customs and duty on returned goods

Returned goods can attract import duty and tax in the country they are sent back to, and in the country they were originally shipped to. Where the return is the brand's responsibility, the brand bears those charges. To avoid them being raised against you:

• Mark the shipment clearly as returned goods and quote the original export reference on the commercial invoice.
• Do not ship a return as a new sale, and do not declare a value other than the original transaction value.
• Send the return only to the address the return authorisation names.

Charges raised because a return was declared incorrectly are passed on to whoever declared it.

9. Chargebacks

If you raise a chargeback with your card issuer instead of a claim here, the process moves to the payment provider's rules and we can no longer resolve it directly with the brand. Raising a claim first is almost always faster, and it does not prevent a chargeback later if the claim is not resolved.

10. Contact

Returns and defect claims: support@globallinker.com
Freight and documentation on a return: logistics@globallinker.com

Quote your order number in the subject line.