Refund policy

Last updated: 29 October 2026

RETURN AND REFUND POLICY (BUSINESS AND CONSUMER)

My Globel LTD supplies both business customers and private consumers. Your return rights depend on the choice you make in your basket: Business / trade (our Business Terms of Sale apply) or Personal / household (our Consumer Terms of Sale apply). Please contact us before sending anything back; returns sent without our approval may be refused.

1. Damaged, missing or wrong items (all customers)

  • Inspect the goods before signing. If anything is visibly damaged, refuse the delivery or sign the driver's note as "DAMAGED". Signing "unchecked", or as received in good condition, means the carrier's insurance will not cover the damage.
  • Email hello@myglobel.co.uk with your order number and photographs of the goods and packaging. Business customers must report within 24 hours of delivery, or the claim may be refused. Consumers, please report within 48 hours; reporting later does not affect your legal rights.
  • Keep all original packaging until the claim is settled.

2. Faulty items (all customers)

Email hello@myglobel.co.uk with your order number, the serial number, a description of the fault and photos or a short video. Do not return a faulty item until we have approved it. Faults caused by incorrect installation, unsuitable supplies, misuse or poor maintenance are not covered.

  • Consumers: full refund within 30 days of delivery; after that, repair or replacement, then a price reduction or refund if that does not work. We pay reasonable return costs for faulty goods.
  • Business customers: items not working on delivery or within 14 days are repaired, exchanged or refunded. After that, the manufacturer's warranty applies (normally 12 months parts only), and an engineer's report is required. See our Business Terms of Sale.

3. Changed your mind: consumers

  • You can cancel before dispatch for a full refund.
  • After delivery, you have 14 days from the day you receive the goods to tell us you are cancelling, then a further 14 days to send them back.
  • You pay the cost of returning the goods.    We can collect parcel items for £12 each (up to 30kg) and pallet items for £60 each, including VAT, within mainland England.
  • We refund the item price and the original standard delivery charge within 14 days of receiving the goods back, or of proof of return.
  • No restocking fee applies. If goods have been used, installed, connected, damaged, or returned incomplete, we may reduce the refund to reflect the loss in value, up to the full price where they can no longer be sold.
  • Not returnable: items made or altered to your specification, and sealed hygiene items once opened (disposable gloves, food containers and packaging, PPE, cleaning chemicals).
  • A model cancellation form is included in our Consumer Terms of Sale.

4. Changed your mind: business customers

  • There is no automatic right to cancel or return for a change of mind. All trade sales are final unless we agree otherwise in writing.
  • Cancellations: 5% fee within 1 hour of payment; 25% after that; 25% plus two-way carriage once dispatched. Refusing a delivery counts as a cancellation after dispatch.
  • Exceptional returns must be approved in writing and requested within 14 days of delivery. Goods must be unused, never switched on or connected, complete and in original undamaged packaging.
  • Approved returns carry a 25% restocking fee, plus a £120 + VAT administration fee per pallet item. You pay and insure the return carriage (or our collection charge of £10 + VAT per parcel item and £50 + VAT per pallet item).
  • Not returnable unless faulty: special orders, pre-orders, bespoke and built-to-order items, clearance and B-grade stock, unsealed, installed or connected gas and electrical items, opened consumables, hygiene items, PPE and chemicals, opened knives, fitted spare parts and Final Sale items.

5. Refunds

We inspect all returns. Consumer refunds are paid within 14 days as set out above. Business refunds are confirmed within 10 working days of receipt and paid within 7 to 14 days of approval, less any restocking, administration, carriage, damage or missing-parts deductions. Refunds are paid to the original payment method.

Questions: hello@myglobel.co.uk or 0333 335 6368. My Globel LTD, Company Registration Number 16178604, 2 Pearkes House, Fairfield Avenue, Watford, WD19 7EW.