Damaged / Defective Products - UK and International Sales
Damaged Products
If you have received damaged products, we apologise in advance and ask you to please email This email address is being protected from spambots. You need JavaScript enabled to view it. with a description and/or photo of the damage and we will respond as soon as possible to rectify the problem. Please notify us of any damaged goods within 14 days beginning the day after delivery.
Faulty Goods - Plating Machines, Polishing Machines, Plating Leads, Anodes
If you believe your product is faulty, please get in touch and we will be happy to investigate this. Faulty goods are deemed as operational or manufacturing faults with equipment such as plating machines, polishing machines, anodes, and plating leads. Please email This email address is being protected from spambots. You need JavaScript enabled to view it. with a description of the fault and we will respond as soon as possible to rectify the problem. A full refund plus any postage costs incurred for the return will be granted if a defect is confirmed. Alternatively, we can provide a full replacement if this is your preference, alongside a refund for any postage costs incurred for the return.
Please do not attempt to repair a fault yourself or ask anyone else to repair a fault for you, as this may invalidate your right to a refund.
Faulty goods does not cover the following:
1. Damage resulting from the incorrect use of equipment
2. Damage as a result of incorrect maintenance of either chemicals or equipment
3. Damage to equipment due to incorrect storage, incorrect use, or incorrect practices
4. Damage to chemicals or equipment due to the use of faulty products not supplied by us, and/or products that we have advised are unsuitable e.g. damage to chemicals due to defective anodes purchased elsewhere/incorrect anode type.
Faulty Goods - Chemicals
All chemicals are tested before dispatch, so it is very unlikely that you will ever receive defective chemicals in the first instance. If you believe you have received defective chemicals, please email This email address is being protected from spambots. You need JavaScript enabled to view it. with a description of the fault and we will respond as soon as possible to rectify the problem. After contacting us, we will ask you to perform a quick and basic test to assertain the viability of the solution. If this test is unsuccessful or refused, you may return the chemical in full for testing at our premises.
A full refund plus any postage costs incurred for the return will be granted if a defect is confirmed. Alternatively, we can provide a full replacement if this is your preference, alongside a refund for any postage costs incurred for the return.
If we find the chemical to be functioning normally, any refund offered is at our discretion, and a refund may be refused. Customers will be asked to cover return costs if a refund is refused and they wish for the goods to be returned to them.
Faulty goods does not cover the following:
1. Damage to chemicals resulting from the incorrect use of equipment
2. Damage to chemicals as a result of incorrect maintenance of either chemicals or equipment
3. Damage to chemicals due to incorrect storage, incorrect use, or incorrect practices
4. Damage to chemicals due to the use of faulty products not supplied by us, and/or products that we have advised are unsuitable e.g. damage to chemicals due to defective anodes purchased elsewhere/incorrect anode type.
Standard no-fault returns of chemicals apply only when they are returned unopened, unused, and in full quantity. Please advise us via email that you would like to return your goods within 14 days from date of delivery. Customers then have another 14 days to return the goods once we have been notified of the intent to return (see full policy below).
If you require any additional advice beyond what can be found on our website or in the instructions provided with your purchase, or you would like clarification on any aspect of your instructions, we are always happy to help. Please seek advice by directing these queries to us before operating your equipment and/or using your chemicals. We can be contacted via email or phone: This email address is being protected from spambots. You need JavaScript enabled to view it. / 01634 788385.
Standard No-Fault Returns / Unwanted Goods - UK and International Sales
If you have changed your mind once your order arrives or goods are no longer needed once delivered, please do not open the products and refer to the policy below. If you wish to request an exchange, please contact: This email address is being protected from spambots. You need JavaScript enabled to view it.. This policy applies to both UK and international orders.
- For no fault returns / unwanted goods returns to be processed and refunded, you need to contact us at: This email address is being protected from spambots. You need JavaScript enabled to view it. to notify us in writing of the return before returning the goods, this must be within 14 days of receiving the goods. Customers then have a further 14 days after we have been notified to return the goods.
- No fault returns / unwanted goods are returned at your own cost and must be unused and undamaged in their original unopened packaging with any seals or shrink wrap intact.
- The goods remain your responsibility until the goods have been received on Gold Solutions Plating’s premises. Please consider using a trackable shipping service as we cannot guarantee we will receive your returned item if it gets lost in the post. It is also strongly recommended to obtain proof of posting. We cannot be held responsible for any missing returns or goods whilst in transit.
- Goods must be returned in full quantities. We cannot offer any partial refunds. This applies for e.g. with kit packages – we will not refund individual components of a kit.
- Where provided, any instruction booklets/sheets must be included with your return.
- No fault refunds do not include initial delivery charges/any surcharges incurred for international customers who paid by bank transfer.
- Once the goods have been received they will undergo a review, we inspect all equipment and test any returned solutions. Once cleared and a refund is accepted, you will receive a refund on the cost of the purchase price, excluding initial shipping costs. We do not accept returns that are found to have been used, altered, or damaged and these may be returned to you and/or a refund will not be granted.
- Your refund will be processed via the payment method that was used to complete the original purchase. We will notify you via email once your return has been accepted and processed. Once processed, refunds can take 3-5 business days, up to a maximum of 14 days, to reflect in the account of the payment method used to place the order.
- Gold Solutions Plating will aim to process all returns within 5 working days of receipt of the return.
Refused Goods - International Sales
International orders will usually be subject to duty charges. Duty is not charged by Gold Solutions Plating at the point of sale.
Duty is handled by the courier who will contact customers on or before the order is delivered to advise the amount due and to request payment. It is the responsibility of the buyer to check that they are happy with potential charges before commiting to placing an order. Duty rates should be available on the relevant government website for the country in question. We have no control over these charges and cannot predict their amount.
If orders are dispatched internationally and are refused by the recipient as they do not want to pay the duty, or for any other reason, we reserve the right to apply an appropriate administration fee. This is set at £5.00 for orders with a value of up to £300.00 and £10.00 for orders with a value of over £300.00. This will be deducted from any refund given along with the original shipping charges, which will also be deducted from your refund. Refunds are not granted on refused goods until the goods arrive back on Gold Solutions Plating premises. Please note that refused goods are not given international priority shipping so may take weeks, sometimes months, to arrive back to us. Please notify us that goods have been refused via email: This email address is being protected from spambots. You need JavaScript enabled to view it. and we will contact you once goods have arrived to arrange a refund.
Please note: Occasionally when goods that have been sent internationally are refused and returned to us, we are charged full or partial return shipping costs by the courier. If this happens, we reserve the right to deduct these charges from any refunds issued to the customer. This will be in addition to the deduction of original shipping fee and administration fee of £5.00 for orders with a value of up to £300.00 and £10.00 for orders with a value of over £300.00.
To avoid this, please check you are happy with the duty rates that will apply to your order before purchasing.
For other international returns for faulty goods, standard no-fault returns / unwanted goods, that have been delivered, please refer to the policies above which are the same as those that apply to UK sales.
For more information on international orders see: https://gsplating.co.uk/component/content/article/98-delivery
Making Changes to Your Order / Cancelling an Order
If you would like to make a change to your order - perhaps you've forgotten to add a certain product to your order, maybe you've selected the wrong bottle size when ordering solutions - please let us know as soon as possible. We will make every effort to accommodate changes to your order but will be unable to make changes once the order has been packed/dispatched. Some orders may be dispatched the same day as the order is placed, so please do not delay in contacting us to request a change.
If you would like to cancel your order, please let us know immediately. Once orders have been dispatched, cancellation will not be possible and you will need to follow our returns procedure if you do not wish to keep the goods once they arrive. Some orders may be dispatched the same day as the order is placed, so please do not delay in contacting us to request a cancellation.
Complaints Policy
We encourage feedback regarding all our services and products and hope that you will be pleased with your purchase and dealings with us. We appreciate that despite our best efforts, things don't always go to plan and we are sorry if this is the case. The best way to quickly resolve any issues is to get in touch with us, we will always be happy to help. We also have answers to a large range of frequently asked questions here: FAQs.
Should you wish to make a complaint, the sooner we are made aware, the sooner we can address the feedback and promptly resolve any issues.
Please direct any feedback or complaints to us in one of the following ways:
1. Telephone - contact us on 01634 788385
2. Via email - contact This email address is being protected from spambots. You need JavaScript enabled to view it.
3. Write to us - Gold Solutions Plating, Unit 3, Pier Road Ind. Estate, Pier Approach Road, Gillingham, Kent, ME7 1RZ, United Kingdom
Please note: Whilst we supply contact details on each of our social media pages and welcome feedback, we encourage respectful use of this communication channel and do not consider social media to be an appropriate place for managing complaints.
When making a complaint, please provide:
- Your name, address, convenient contact telephone number and email address
- The date of your order
- A description of your concerns
- A summary of what in your opinion we can do to best resolve your concerns
Once we have received your correspondence, we will be in contact as soon as practically possible, usually within 3 working days, and may request further details. Please let us know the most convenient time for us to contact you. In usual circumstances, we aim to address any complaints within 14 working days of receiving or will provide an explanation for any delay in meeting this timeframe, along with a date by which to expect a response. In the unlikely event that you are unhappy with the outcome of your complaint, we will provide information on the next steps to take.
