Returns & Quality Guarantee

What we cover

We review claims for:

incorrect product, material, size, process, design or accessory compared with the confirmed order;
missing quantity;
manufacturing defects outside the applicable tolerance;
print, cutting, assembly or packing errors compared with the final approved proof or approved sample; and
damage in transit.

Claim windows

All quality issues, including visible defects, wrong items, shortages, transit damage and latent manufacturing defects such as non-customer-caused cracking or adhesive failure: contact us within 30 calendar days after delivery.
Lost parcels: tracking with no update for 30 consecutive days, as set out in our Shipping Policy.

Contacting us promptly helps preserve evidence and allows us to investigate with the factory or carrier.

Evidence required

Choose “Report a problem” on the order page, or email info@glintmade.com, with the order number, the affected item and quantity, and a short description. What else to send depends on the problem:

A print or quality defect (color, scratches, misalignment, broken hardware) or a wrong item: clear photographs of the issue. A video helps but is not required.
Transit damage or missing items: the unboxing video, filmed in one continuous take from the sealed parcel, and photographs of the outer carton, shipping label, internal protection and the quantity received. If you have no video, send the photographs anyway; we review what they show and decide the remedy case by case.
The whole parcel is someone else's: a photograph of the shipping label.
The parcel has not arrived: report it the same way; no video or photographs are needed.

Please film the unboxing whenever you can: it is the quickest way to settle a damage or shortage report.

Do not return goods unless Glintmade instructs you to do so in writing.

Available remedies

For an approved claim, the customer may choose one of the following remedies for the affected scope:

Free remanufacture of the affected quantity with suitable standard reshipping paid by Glintmade; or
Refund of the amount paid for the affected quantity and its corresponding shipping charge where applicable.

The remedy applies only to the affected products or quantity. Glintmade does not provide compensation for resale margin, event revenue, advertising cost, labor, reputation, consequential loss or other amounts beyond the affected order scope, except where applicable law does not allow that limitation.

Glintmade does not deduct its own receiving-provider or refund-processing cost from an approved refund caused by a covered quality issue, carrier loss or Glintmade error. Charges imposed on the customer by the customer's bank or an intermediary bank when receiving the refund are outside the approved refund amount.

What is not a manufacturing defect

An error in customer-supplied artwork, text, dimensions or specifications that is visible in the approved formal proof or, for editor orders, in the editor preview.
A problem the editor's automatic checks warned about that the customer chose to ignore.
A customer change of mind after approval or payment.
Normal color, material, size or positioning variation within the stated tolerance.
Damage caused by misuse, incorrect application, unsuitable surfaces, improper storage, alteration, unauthorized repair, normal wear, wilful damage, negligence or abnormal conditions.
A product used for an unapproved purpose or contrary to supplied instructions.
Website previews, screen colors or photographs differing from a finished product where the finished product conforms to the approved proof, sample and stated color rules.

Order references and priority

Quality is assessed against the confirmed pro forma invoice and specification, the latest written instructions accepted by Glintmade, the final approved formal proof, and any approved physical sample. Where these conflict, the most recent specific written approval controls; an approved physical sample is the highest-priority reference for physical material and finish unless a later written change says otherwise.

Color

Print production uses CMYK. Japan Color 2001 Coated is the recommended profile for supplied print artwork. Screens, phone displays, photography and lighting do not reproduce physical color exactly. Different materials, processes and production batches may show slight variation, and a 100% exact match cannot be guaranteed.

Pantone matching applies only when the product and process support it and it is expressly confirmed in the quotation or proof. An approved physical sample is the highest-priority color reference. A substantial production deviation from the approved sample or expressly confirmed color is eligible for the remedies above.

Product tolerances

Product-specific specifications shown on the product page, quotation, approved proof or approved sample take priority. Unless a more specific tolerance is confirmed, the following general standards apply.

Acrylic products

Finished size up to 100 mm: ±1 mm.
Finished size above 100 mm: ±1.5 mm.
Material thickness: ±0.2 mm.
Cut, print and hole registration: within 1 mm.
No shortage is permitted; uncharged overage may be included.
Cracks, serious scratches, incorrect artwork, incorrect accessories and visible assembly defects are not acceptable.

Rhinestone transfers

Finished size up to 100 mm: ±1.5 mm.
Finished size above 100 mm: ±2 mm.
Motif and placement registration: within 1 mm.
Missing, incorrect or loose stones before correct application are defects.
Carrier-film edge appearance is not a defect if it does not prevent correct positioning and transfer.
Application performance is assessed only when the supplied instructions, temperature, pressure and time are followed on a suitable tested fabric.

Sewn and woven bags

Finished size up to 40 cm: ±1 cm.
Finished size above 40 cm: ±1.5 cm.
Handle length: ±1.5 cm.
Printed artwork size: ±3%.
Print position: ±1 cm.
Fabric weight: ±5%.
Natural-fiber tone, weave, slub and minor texture variation are material characteristics, not defects, unless they materially impair use or exceed the approved sample.
No shortage is permitted; uncharged overage may be included.

Stickers

Finished size up to 100 mm: ±1 mm.
Finished size above 100 mm: ±1.5 mm.
Print-to-cut registration: within 1 mm.
Unless the approved proof states otherwise, artwork should allow a 2 mm border or bleed appropriate to the selected sticker format.
Kiss-cut and die-cut construction is assessed against the approved proof.
Adhesion claims apply only to clean, dry, suitable surfaces and the use conditions expressly confirmed for the product.
Waterproof, removable, outdoor-life or other performance claims apply only when confirmed in writing for the selected material.
No shortage is permitted; uncharged overage may be included.